Item
Explanation
Agent TimeOut(s)
This option defines the time in seconds that an Agent's phone rings
before the next Agent is rung, e.g. "15"
Auto Pause
Pause an Agent if they fail to answer a call.
Wrap-Up-Time(s)
After a successful call, how many seconds needed to wait before
sending another call to a potentially free agent (Default is 0, which
means No Delay).
Max Wait Time(s)
The maximum number of seconds a caller can wait in a queue
before being pulled out (empty for unlimited).
Max Callers
This option sets the maximum number of callers that may wait in a
Queue (Default is 0, Unlimited).
Join Empty
Defining this option allows callers to enter the Queue when no
Agents are available. If this option is not defined, callers will not be
able to enter Queues with no available agents.
Leave When Empty
Defining this option forces all callers to exit the Queue if New Callers
are also not able to Enter the Queue. This option should generally
be set in concert with the "Join Empty" option.
Auto Fill
Defining this option causes the Queue, when multiple calls are in it
at the same time, to push them to Agents simultaneously. Thus,
instead of completing one call to an Agent at a time, the Queue will
complete as many calls simultaneously to the available Agents.
Report Hold Time
Check this option if you wish to report the caller's hold time to the
agent member before they are connected to the caller.
Frequency(s)
How often to announce queue position and estimated holdtime(0 to
Disable Announcements).
Announce Hold Time
Should we include estimated hold time in position announcements?
Either yes, no, or only once; hold time will not be announced if <1
minute.
Repeat Frequency(s)
How often to announce a voice menu to the caller (0 to Disable
Announcements).
Announcements
Prompt
Select the 'Announcements Prompt' from IVR Prompts
