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Figure 23: Call Assignment Dialog Box
Figure 24: Mailbox Tree Dialog Box
The second way, clicking on the “Agent Settings. . . ” menu choice,
opens the Agent Settings dialog box for queue administrator. The following
options can be enabled or disabled for all members of the call queue:
View agent/call info When enabled, when new calls come into the call queue
they can be seen in the queue window. If disabled, that agent will not be
able to see the call list for the queue.
Call Rejection When call rejection is enabled, then that agent will have the
right to refuse to take particular calls that the queue assigns to them, via
a pop-up dialog box shown in
Figure 23
.
Assign/Control call When enabled, this option gives the agent the ability to
assign calls to themselves or to other available agents regardless of the
call’s position in the queue. An agent who has been working with a
