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Report Hold Time - The Report Hold Time tells the agent how long
the call was holding in queue before it was sent to the agent. If the hold
time was short, the agent will probably be happy to accept the call. If
the hold time was 10, 15, or 20 minutes, the agent might want to brace
for a frustrated customer, but at least the agent isn't overwhelmed.
Click Update to add the new queue, or Cancel to abandon your changes.
Once saved the new queue will be displayed on the Manage Queues
page. You can edit or delete any previously created queue from the
Manage Queues page.
Agent Login Settings
The Agent Login Settings tab, accessible from the Manage Queues
page, lets you specify the extensions for agents to log into their queue, as
well as callback login.
Agent Login Extension - Use this field to specify the extension which
all agents can dial to log into the queue(s) associated with their exten-
sion.
Agent Callback Login Extension - Use this field to specify the exten-
sion which all agents can dial to log into the queue(s) associated with
their extension. This is the same as Agent Login, but the agent does
not have to remain on the line.
Agent Logout - To logout of Agent Login just hang up your phone.
To logout of Agent Callback Login, dial the same extension used to
login, specify your extension and password when prompted, and press
# when asked for your callback extension. This will successfully log
you out of all queues.
Click Save to retain the agent login settings.
Release 1.20
Chapter 3: Telephone System Configuration
Digium, Inc.
Page 66
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