Queue - ATCOM IPPBX IP4G User Manual

IPPBX IP4G User Manual
When MoH is choose, caller will hear MoH other than ring tone.
Parallel
Ring all the members at the same time.
Serial
Ring all the members one by one.
No answer forward to
Set the failover destination if there is no answer.

7.3 Queue

Usually used in Call Centre to queue customers for the next available operator.
1) General
Queue Name
Name of the queue
Queue Number
Extension number of the queue, dial it to get into the queue
Queue Password
Used as authentication for users before being dynamic agent.
Queue Agent Timeout
Ring timeout in seconds when calling an agent
Queue Max Wait Time
The maximum time in seconds for a caller can wait in the queue before being pulled out. (0 means unlimited)
Queue Ringing Strategy
Strategy for IPPBX ring the agents.
RingAll: Ring all available agents simultaneously until one answers.
LeastRecent: Ring agents which was least recently called.
FewestCalls: Ring agents with the fewest completed calls.
Random: Ring agents in a random way.
RRmemory: Round robin with memory, remembers where it left off in the last ring pass.
2) Agents
Select Static Agent here. there are two kinds of agents:
Static Agent: chose here
Dynamic Agent: users can dial 'Queue number + *' to log in as dynamic agent, and 'Queue number + **' to log
out.
In this case, users can dial 6900* to being a dynamic agent (need to enter password 123), and 6900** to log out.
3) Caller Position Announcement
Announce queue position and / or estimated hold time to caller
4) Period Announcement
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