Altigen AltiContact Manager Version 5.0, Administration Manual

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Queue Management
15-28 AltiContact Manager Administration Manual
Basic Queuing Control
Figure 12. Basic Queuing Control of Queue Management, Workgroup
Configuration
When Basic is selected in the Queuing Control field, the following queue
management options are available:
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 5-26. Custom configuration involves choosing
other phrases—a function set with the IVR as discussed in Chapter 11, IVR
Configuration.
You can also use Apply to to apply the configuration to one, some, or all
workgroups.
Queue Announcement
You can set up the system to announce a caller’s queue status—queue
position and average waiting time—when an incoming call enters a
workgroup queue. To enable this option, select Enable Announcement,
then select Queue Position and/or Average Waiting Time.