BR4 - Appliance User Manual v2.0
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o
Leastrecent
– ring agent which was recently called.
o
Random
– ring random agent.
o
RRmemory
– RoundRobin with memory, where we left off last
ring sequence.
•
The appropriate Music on Hold class can be selected from the “Music
on hold” menu.
•
Leave when empty – this option controls state of users that are in the
queue. If
yes
is selected, the callers are pushed out of the queue when
no agents are logged in. If
no
is selected, callers will remain in the
queue with no agents. If
Strict
is selected, callers are forced out of the
queue if no agents are logged in, or if all logged in agents are
unavailable.
•
Join Empty - If
yes
is selected, callers can join a call queue with no
agents or unavailable agents. If
no
is selected, the callers cannot join
queue with no agents. If
strict
is selected, the callers cannot join queue
with no agents or unavailable agents.
•
Queue options –
o
Timeout –
how many seconds will ring an agent’s phone before the
queue tries to ring the next agent.
o
Wrap-up
time is how many seconds delay has an agent after
completing a call, before another call is connect.
o
Max Len
is how many calls can be queued at once. This includes
only calls that have not been yet connected.
o
Auto Fill
– when multiple calls are in the queue at the same time,
to push them to agents simultaneously.
o
Auto Pause
– this option pauses an agent if they fail to answer a
call.
o
Report Hold Time
– this option reports to the agent the hold time
of the caller, before he is connected to an agent.
o
Key Press Events
– this setting selects which voice menu to be
connected if a user waiting in the queue presses a button.
•
List of available agents is available at the bottom.
•
Agent Login Settings – you have to type the extensions for the agent
login and agent callback login
