Synway Syn_PBX100 U100, User Manual, Page: 45 / 132

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Queue Number : Define an extension number to identify the queue.
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Label : Define the label for the queue. A user can be an agent of multiple queues, by giving a
label for the call queue, if an incoming call is distributed to an agent the label will be
displayed on the phone screen along with the caller ID. So a call queue agent knows which
call queue the call is coming from.
Ring Strategy
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RingAll : Ring all available agents until one answers(default)
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RoundRobin : Starting with the first agent, ring the extension of each agent in turn until the
call is answered.
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LeastRecent : Ring the extension of the Agent who has least recently received a call
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FewestCalls : Ring the extension of the Agent who has taken the fewest number of calls.
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Random : Ring the extension of a random Agent.
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RRmemory : RoundRobin with Memory, like RoundRobin above, except instead of the next
call starting with the first agent, the system remembers which extension was last called and
begins the round robin with the next agent .
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Agent : Check each agent that you want to be a member of this specific Call Center Queue.
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Agent TimeOut(sec) : Specify the number of seconds to ring an agent’s extension before
sending the call to the next Agent (based on Ring Strategy).
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Auto Pause : If an Agent’s extension rings and the Agent fails to answer the call,
automatically pause that agent to stop them receiving further calls from the queue.
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Wrap-Up-Time(sec) : This is the amount of time in seconds that an agent has to complete
work on a call after which the call is disconnected. (Default is 0, which means no wrap-up