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5.1 Queue Settings. . .
Only the owner of the Queue or a queue supervisor can modify certain queue-
related settings by clicking on “Queue Settings. . . ”. Doing so will result a
Queue Settings dialog window being displayed, similar to that shown in
Figure
8
.
Figure 8: Queue Settings Dialog
The different fields and controls in the queue settings dialog are:
Minimum initial connect This is the minimum number of seconds that calls
must be connected to an agent before they are considered to have been
completed. This parameter determines how long agents will be in the
“Init In Call” state.
Maximum connecting The maximum time the queue manager is willing to
wait for a connect or fail confirmation from the call that is currently
trying to transfer to them. This is a fail-safe time in case the call was not
to come to the agent, which would leave the agent in the Connecting
state forever. The default is 5 minutes, which is the same as specifying
the value of 0.
Minimum lost This is the minimum number of seconds that you expect
“legitimate” callers to stay in queue before hanging up. Calls that hang
up sooner than this value are treated as “Early hangup” calls in the
Dashboard statistics (see Sub-section 11.1) and in the permanent call
statistics reports. If set to zero, then all hangup calls are counted as
“lost” calls.
No queue timeout If checked, then there is no limit to how long calls may wait
in queue before automatically being sent to voicemail.
