Table 7-44 Queue Configuration Settings
Field
Description
Queue Name
Name a queue. A unique ID containing alphabets, numbers, and
underscore only without spaces; 20 characters maximum.
Waiting Music
The default media file in Music On Hold 1/ Music On Hold 2 is the
waiting music.
Distribution Policy
Ways of distributing calls to the agents in a queue:
Round Robin: take turns to ring each available agent.
Ring All: ring all available agents until one answers (default).
Least Recent: ring the agent that was least recently called in this
queue.
Fewest Calls: ring the agent with fewest completed calls in this
queue.
Random: ring the agents randomly.
User Group
Select a usergroup for this queue. Only extensions that belong to
the usergroup can login the queue.
Timeout
Set a timeout period in seconds when no agent answers the call.
The time must be shorter than Timeout To Next Forward of the
extension, or the call will forwarded to an extension that is
set in Unavailable Call Forward in Extension of IP Phone.
Retry Time
Set a waiting time in seconds to ring agents in the queue again if
the call is not answered.
Service Extension
Set the representative number of this queue, e.g. a queue named
Support, and its service extension is 500. There are three agents
with extensions of 155, 157, and 166 in Support. The Distribution
Policy is set to Ring All. When a customer calls the service
extension 500 for Support, extensions 155, 157, and 166 will all ring
simultaneously.
Max Len
Select number of calls for waiting when all agents are occupied.
Agent List
Click
/
to select/remove the selected agent from this
queue. The left box lists the available agents, and the right box
shows the selected agents.
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