Chapter 22: Workgroup Configuration
282
MAXCS ACC 6.7 Administration Manual
Queue Management
The
Queue Management
tab in Workgroup Configuration allows you to set options for
queue phrases and announcements, queue overflow routing and quit queue options.
Figure 132. Workgroup Configuration, Queue Management tab, Basic Queue Control
Setting Queue Phrase Options
For each workgroup, you can either use the system default phrases or you can set up a
custom configuration.
The default audio phrases are discussed in “Audio Peripheral Configuration” on page 63.
Queue Announcement
You can set up the system to announce a caller’s queue status—queue position and
expected queue time—when an incoming call enters a workgroup queue. To enable this
option, check
Enable Announcement
, then check
Queue Position
and/or
Expected
Queue Time
.
Queue Position
- When checked, the system will tell the caller which position the caller
is at in queue.
Expected Queue Time
- when checked, the system will tell the caller how long the wait
is expected to be. When calculating this number, the system will consider the average
agent call handling time and the position of the caller in queue. Please note that the
Expected Queue Time is an estimated number. Agents logging in or out of the workgroup
during operation hours will affect the actual handling time and cause deviation to the
expected queue time.
Expected Queue Time
(round up to minutes)
= [(Average Call Handling Time
x Queue Position) + 59 sec] / 60 sec
Summary of Contents for ACC 6.7
Page 16: ...2 MAXCS ACC 6 7 Administration Manual ...
Page 44: ...Chapter 2 System Requirements and Installation 30 MAXCS ACC 6 7 Administration Manual ...
Page 56: ...Chapter 3 Getting Around MaxAdministrator 42 MAXCS ACC 6 7 Administration Manual ...
Page 98: ...Chapter 6 Voice Mail Configuration 84 MAXCS ACC 6 7 Administration Manual ...
Page 108: ...Chapter 7 Auto Attendant Configuration 94 MAXCS ACC 6 7 Administration Manual ...
Page 124: ...Chapter 9 Call Recording Configuration 110 MAXCS ACC 6 7 Administration Manual ...
Page 128: ...Chapter 10 Application Extension Configuration 114 MAXCS ACC 6 7 Administration Manual ...
Page 180: ...Chapter 12 Trunk Configuration 166 MAXCS ACC 6 7 Administration Manual ...
Page 186: ...Chapter 13 In Call Routing Configuration 172 MAXCS ACC 6 7 Administration Manual ...
Page 234: ...Chapter 16 Setting Up IP Extensions 220 MAXCS ACC 6 7 Administration Manual ...
Page 246: ...Chapter 17 AltiGen IP Phone Configuration 232 MAXCS ACC 6 7 Administration Manual ...
Page 256: ...Chapter 18 Mobile Extension Configuration 242 MAXCS ACC 6 7 Administration Manual ...
Page 270: ...Chapter 19 Hunt Group Configuration 256 MAXCS ACC 6 7 Administration Manual ...
Page 274: ...Chapter 20 Paging Group Configuration 260 MAXCS ACC 6 7 Administration Manual ...
Page 370: ...Chapter 26 Redundancy Configuration 356 MAXCS ACC 6 7 Administration Manual ...
Page 404: ...Chapter 29 TAPI Integration 390 MAXCS ACC 6 7 Administration Manual ...
Page 426: ...Chapter 30 Tools and Applications 412 MAXCS ACC 6 7 Administration Manual ...
Page 448: ...434 MAXCS ACC 6 7 Administration Manual ...