Release 1.05
Digium, Inc.
Page 43
Chapter 3: Telephone System Configuration
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RrMemory - This option is Round Robin with Memory. It’s similar
to Round Robin, but smarter — it remembers over the course of
days, weeks, or years which agent received the last call so that it can
commence with the next agent in sequence when calls begin again.
4.
The Agents box lists all Users that are designated as an agent that can
receive calls as part of a call queue. All users listed have the Is Agent
checkbox selected on their user profile. Many Users may be listed as
potential agents, but some may be assigned to a sales queue and some
for a service queue. This box lists all agents and enables you to choose
which users you assign to the queue.
The options available in the Queue Options section control the timing
and managing of the calls as well as the agents. You may not want to work
with these finer points of call queuing until after your call queue has been
working for a while and you have an idea of call volume and the turnover
of calls by each agent. Here’s a list of the available options:
Timeout - The default for this option is 15, representing 15 seconds
that an agent’s phone will ring before the call is forwarded on to
another agent.
Wrapup Time - This is a buffer of time allowing your agents to finish
work on one call and remain unavailable in the queue. The default on
this option is 0 seconds, providing no buffer time for your agents and
allowing the next call to ring through immediately after a call is com-
plete.
Max Len - This option sets the maximum number of callers allowed
in the queue before they are sent to voice mail or receive a busy signal.
The default is “0,” which allows for an unlimited number of calls in
queue before they are sent elsewhere.
