UC Series User Manual
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call is terminated as the call still appears as 'inuse' to the queue UNLESS 'Agent Restrictions'
is set to 'Extensions Only'.
Queue Weight
Gives queue a ‘weight’ option, to ensure calls waiting in a higher priority queue will deliver its
calls first if there are agents common to both queues.
Music on Hold
Class
Music (MoH) played to the caller while they wait in line for an available agent. Choose
“inherit” if you want the MoH class to be what is currently selected, such as by the inbound
route. MoH Only will play music until the agent answers. Agent Ringing will play MoH until
an agent’s phone is presented with the call and is ringing. If they don’t answer MoH will
return. Ring only makes callers hear a ringing tone instead of MoH ignoring any MoH class
selected as well as any configured periodic announcements. This music is defined in the
“Music on Hold” Menu.
Join
Announcement
Announcement played to callers prior to joining the queue. This can be skipped if there are
agents ready to answer a call (meaning they still may be wrapping up from a previous call) or
when they are free to answer the call right now. To add additional recordings please use the
“System Recordings” MENU.
Call Recording
Incoming calls to agents can be recorded. (saved to /var/spool/asterisk/monitor)
Recording Mode
Choose to ‘Include Hold Time’ in the recording so it starts as soon as they enter the queue, or
to defer recording until ‘After Answered’ and the call is bridged with a queue member.
Caller Volume
Adjustment
Adjust the recording volume of the caller.
Agent Volume
Adjustment
Adjust the recording volume of the queue member (Agent).
Mark calls
answered
elsewhere
Enabling this option, all calls are marked as ‘answered elsewhere’ when cancelled. The effect
is that missed queue calls are *not* shown on the phone(if the phone support it)
Timing & Agent Options
Max Wait Time
The maximum number of seconds a caller can wait in a queue before being pulled out.(0 for
unlimited).
Max Wait Time
Mode
Asterisk timeoutpriority. In ‘Strict’ mode, when the ‘Max Wait Time’ of a caller is hit, they
will be pulled out of the queue immediately. In ‘Loose’ mode, if a queue stops ringing with
this call, then we will wait until the queue stops ringing this queue number or otherwise the
call is rejected by the queue member before taking the caller out of the queue. This means that
the ‘Max Wait Time’ could be as long as ‘Max Wait Time’+’Agent Timeout’ combined.
Agent Timeout
The number of seconds an agent’s phone can ring before we consider it a timeout. Unlimited
or other timeout values may still be limited by system ringtime or individual extension
defaults.
Agent Timeout
Restart
If timeout restart is set to yes, then the time out for an agent to answer is reset if a BUSY or
CONGESTION is received. This can be useful if agents are able to cancel a call with reject or
similar
Retry
The number of seconds we wait before trying all the phones again. Choosing “No Retry” will
exit the queue and go to the fail-over destination as soon as the first attempted agent time-out,
additional agents will not be attempted.
Wrap-Up-Time
After a successful call, how many seconds to wait before sending a potentially free agent
