Table 7-12 Queue Configuration Settings
Field Description
Qu
e Name
Name a queue. A uniq
eu
ue ID containing alphabets, numbers, and
ly without spaces; 20 characters maximum.
underscore on
Waiting Music
The default media file in Music On Hold is the waiting music.
Distribution Policy
Ways of distributing calls to the agents in a queue:
take turns to ring each available agent.
il one answers (default).
ring the agent with fewest completed calls in this queue.
Random:
ring the agents randomly.
Round Robin:
Ring All:
ring all available agents unt
Least Recent:
ring the agent that was least recently called in this queue.
Fewest Calls:
User Group
ue. Only extensions that belong to the
Select a usergroup for this que
usergroup can login the queue.
Timeout
call.
out To Next Forward
of the
et in
Set a timeout period in seconds when no agent answers the
)
The time must be shorter than
Time
extension, or the call will forwarded to an extension that is s
Unavailable Call Forward
in
Extension of IP Phone
.
Retry Time
g time in seconds to ring agents in the queue again if the call
answ
Set a waitin
is not
ered.
Service Extension
S
Supp
of 155, 15
icy
is
All
. When
Support, extensions 1
et the representative number of this queue, e.g. a queue named
ort, and its service extension is 500. There are three agents with
extensions
7, and 166 in Support. The
Distribution Pol
set to
Ring
a customer calls the service extension 500 for
55, 157, and 166 will all ring simultaneously.
Max Len
er of calls
Select numb
for waiting when all agents are occupied.
/
Agent List
Click
to
s queue.
ox lists the a
e right box shows the
selected agents.
select/remove the selected agent from thi
The left b
vailable agents, and th
7.12 Interactive
Interactive Voice Response (
on a telephone keypad. With IVR, a caller can conn
on or a service promptly.
IP PBX enables multiple conf
menus in
hierarchy up to three layers. Select
Feature
->
IVR
to add, edit and delete the IVR menus. You can
Voice Response (IVR)
IVR) helps a caller to select options from voice menus by pressing keys
ect to an expected extensi
igurable IVR
a single system, and each of them could have a
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