QX1000 Manual II: Administrator's Guide
Administrator’s Menus
QX1000; (SW Version 5.3.x)
59
ACD Agent ID
text field requires the name of the agent
previously created from the Agents table of
Agent Status
drop down list requires the actual status of
the agent. The following values are available in this list:
•
Online
– the agent is logged into agent group
and available for receiving the calls from that
group.
•
Offline
– the agent is not logged into the agent
group and cannot receive the calls from that
group. The same agent still can receive the calls
from the other groups where he/she is online.
•
Away
– the agent is logged in but temporarily
unavailable for a short time by some reason.
Fig. II-101: Agents Table of Group – Add Entry page
•
DND
(Do Not Disturb) – agent is busy by some other activity not related to conversation on the phone. For example, agent can be busy by
updating the customer’s record after the call or entering some data into database. Versus to
Away
status, the
DND
state of the agent
changes automatically to
Online
when the preconfigured DND timeout expires (it is now 30 seconds by default).
Please Note:
The state of the Agent can also be modified from the handset by calling the predefined Auto Attendant (see
Enable wrap-up
– if enabled, the current Group doesn’t send new calls to the Agent within the wrap-up
Timeout
after closing the active call. Versus
DND, the agent’s status doesn’t change during
Timeout
period, which activates automatically every time when the agent finishes the call. That
period is used, for example, by the agent for updating the customer’s records after the call.
Move Up
and
Move Down
buttons are used to move the selected entry one level up or down within the
Agents Table
. The sequence of Agents is
important when
Round Robin
call distribution is selected in the
ACD
Group Settings
page (see above). Agents will be called in the order selected
in the Agents table.
Recording Box Extension Settings
For
Recording Box
extensions, the
Extensions Management
-
Edit Entry
page consists of
General Settings,
SIP Settings
,
SIP Advanced
Settings
and
Recording Box Settings
pages. The
SIP Settings
and
SIP Advanced Settings
pages are the same as for the regular extensions
described above. The
General Settings
and
Recording Box Settings
pages are described below:
1.
General Settings
(for Recording Box extension)
This group requires Recording Box extension‘s information and
has the following components:
Display Name
is an optional parameter used to recognize the
Recording Box extension. Usually the display name appears on
the called party’s phone display when a call is made or a voice
mail is sent.
Password
requires a password for the Recording Box
extension.
The extension password may only contain digits. If non-numeric
symbols are entered, the “Incorrect Password: no symbol
characters allowed” error will prevent making the extension.
Fig. II-102: Extensions Management - Edit Entry – General Settings page (for Recording Box extension)
If you are unable to define a strong password, press
Generate Password
to use one of system defined strong passwords.
The Password field is checked against its strength and you may see how strong is your inserted password right below that field.
Confirm Password
requires a password confirmation. If the input is not corresponding to the one in the
Extension Password
field, the “Incorrect
Password confirm” error will appear.
With the
Show on Public Directory
checkbox enabled, the details of the corresponding extension will be displayed in the User Settings table on the
Main Page of the Extension’s QX1000 Web Management (accessed by the extension’s login, see Manual III – Extension User’s Guide). Besides this,
the details of the extension will be displayed in the Public Directories on the snom and Aastra SIP phones. Leave this checkbox unselected if the
extension is reserved or not used, or when the extension serves as an intermediate unit for call forwarding, etc.
The
Percentage of Total Memory
drop down list allows you to select the space for call recordings and the uploaded custom messages of Recording
Box extension. The maximum value in the drop down list is equal to the maximum available space for voice messages on QX1000.
