4.17Queues
Queues are a powerful feature of the Com.X1 system, allowing callers to be placed
on hold and transferred according to a number of strategies and based on priority.
Callers waiting in the queue are provided with their position in the queue, projected
waiting time and the option to use self-service menus to exit the queue and transfer
to other destinations.
Agents servicing queues are allowed to log in and out of queues, are provided with
information re: callers waiting in the queue, and queues can be configured in flexible
manners to transfer calls to agents.
Field
Content
Queue number
The number to dial to phone into this queue, transfer a user
to this queue, or log in or out of the queue. Agents append
this queue number with a * to log into the queue and a ** to
log out of the queue.
Queue name
Custom name for this queue. This name will appear in
selection lists that support queues.
Queue password
An optional password that agents are required to enter
before joining the queue.
CID name prefix
Setting a CID prefix here would result in the prefix being
pre-pended to the caller ID displayed on phones that ring in
this queue, e.g. “Support: 101”
Wait time prefix
When set to Yes, the CID Name will be prefixed with the
total wait time (rounded to the nearest minute) in the queue
so that the answering agent is aware how long the caller
has been in the queue. The format of the wait time is: Mnn,
where nn is the number of minutes.
Note: If the call is subsequently transfered, the wait time will
reflect the time since it first entered the queue or reset if the
call is transfered to another queue with this feature set.
Alert info
This fields allows the SIP alert-info header to be configured
to allow distinctive ring. When present in an INVITE
request, the Alert-Info header field specifies an alternative
ring tone to the UAS. When present in a 180 (Ringing)
response, the Alert-Info header field specifies an alternative
ringback tone to the UAC. A typical usage is for a proxy to
insert this header field to provide a distinctive ring feature.
The Alert-Info header field can introduce security risks. In
addition, a user SHOULD be able to disable this feature
selectively. Please see RFC 3261.
Static agents
Extensions included in this list will always be logged into the
queue and cannot log out. External numbers may be
