Altigen MaxACD Administrator, Manual, Page: 187 / 261

Queue Management - Basic
MaxACD Administrator Manual 177
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You can have select FIFO (First In First Out) or LIFO (Last In First Out) for the queue
overflow.
If you don't have these particular needs, the Basic queue mode is recommended.
The
Queue Management tab in Workgroup Configuration allows you to set options for
queue phrases and announcements, queue overflow routing and quit queue options.
Options become enabled depending on the Queuing Control selected—
Basic , Advanced
and Application Extension .
Figure 18-16. Workgroup Configuration, Queue Management tab, Basic Queue Control
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 50.
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. Do not check this option if you assign different priorities to different calls
based on DNIS, CID, or AA selection. Do not check this option if you configure matching
a caller’s SKLR to an agent's skill level. Queue position is not meaningful when a higher
priority caller can push a lower priority caller or if no agent is available to answer a
particular SKLR.