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Chapter 22: Workgroup Configuration
282 MAXCS ACC 6.7 Administration Manual
Queue Management
The Queue Management tab in Workgroup Configuration allows you to set options for
queue phrases and announcements, queue overflow routing and quit queue options.
Figure 132. Workgroup Configuration, Queue Management tab, Basic Queue Control
Setting Queue Phrase Options
For each workgroup, you can either use the system default phrases or you can set up a
custom configuration.
The default audio phrases are discussed in “Audio Peripheral Configuration” on page 63.
Queue Announcement
You can set up the system to announce a caller’s queue status—queue position and
expected queue time—when an incoming call enters a workgroup queue. To enable this
option, check
Enable Announcement , then check Queue Position and/or Expected
Queue Time .
Queue Position - When checked, the system will tell the caller which position the caller
is at in queue.
Expected Queue Time - when checked, the system will tell the caller how long the wait
is expected to be. When calculating this number, the system will consider the average
agent call handling time and the position of the caller in queue. Please note that the
Expected Queue Time is an estimated number. Agents logging in or out of the workgroup
during operation hours will affect the actual handling time and cause deviation to the
expected queue time.
Expected Queue Time
(round up to minutes)
= [(Average Call Handling Time
x Queue Position) + 59 sec] / 60 sec