APBX IP02 User Manual
33
ATCOM TECHNOLOGY CO., LIMITED
5)
Event
This allows callers waiting in the queue to dial a key to go to other destination.
6)
Failover Destination
This define the failover destination for callers when the max wait time is up.
7)
Others
Music On Hold
Select Music On Hold Class for this Queue
Leave When Empty
This option controls whether calls already on hold are forced out of a queue that has no agents. There are two options:
Yes: Callers are forced out of a queue when no agents logged in, or if all logged in agents are unavailable.
NO: Callers will remain in a queue with no agents.
Join Empty
This option controls whether callers can join a call queue that has no agents. There are three options:
Yes: Callers can join a call queue with no agents or only unavailable agents.
No: Callers cannot join a queue with no agents or if all agents are unavailable.
Agent Announcement
Announcement played to the agent prior to bridging in the caller.
Join Announcement
Announcement played to callers once prior to joining the queue.
NOTE:
The key point with announcements is that they are only played within the timeout/retry period set on the
queue. For the most part this works OK as when all queue members are busy/unavailable, the timeout/retry period
is effectively ignored (i.e. you can consider the queue to always be in this state) and announcements will be played
as per your setting of the announce-frequency and periodic-announce-frequency parameters. When a handset is
available and the queue is ringing it, the timeout/retry timeouts become critical. For example, if you want
announcements every 20 seconds, but the timeout is set to 60 seconds, when a queue member is ringing, you will
only ever get announcements every 60 seconds.
