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2 Setting up the Queue
Each mailbox in the Amanda system can potentially be used as a call queue.
The mailbox number identifies the queue. The creating mailbox is the owner, or
administrator, of that particular queue.
To create a queue, the mailbox must have the “CREATE QUEUE” privilege
enabled. As a default, mailboxes cannot create a call queue. The system
administrator must add this privilege using Amanda Portal Station. The
screenshot in
Figure 1
shows the “CREATE QUEUE” privilege being added to
mailbox 1020. Once a mailbox has this privilege, the owner of the mailbox can
use the CallQ Agent, Queue menu, “Create Queue” function, to create a queue.
This operation needs to be done only once per mailbox, unless the queue is
subsequently deleted.
Figure 1: Enabling the CREATE QUEUE privilege
2.1 Queue Rules
The basic job of a call queue is to connect callers to agents. Callers are normally
transferred to agents in the order the calls entered the queue, and agents are
normally chosen based on how long they have been available to take a call.
Sometimes agents will be privileged to take calls out of order, or they may be
privileged to reject calls from particular callers.
Callers can potentially express a skill requirement (or more than one), and they
can be connected only to agents whom the queue administrator has designated
as possessing those skills. When there are no agents logged into the queue who
possess all the required skills, then that caller will “fall out of” the queue and,
