Release 1.05
Digium, Inc.
Page 44
Chapter 3: Telephone System Configuration
Music on Hold - This option gives you the ability to select the music
played while a call is on hold.
Auto Fill - This option is enabled by default and allows multiple calls
that arrive at the same time to be immediately forwarded on to agents.
Auto Pause - If an agent fails to answer a call, this option temporarily
postpones sending calls to that agent.
Join Empty - This option allows callers to enter a queue even if no
agents are logged into it. If this option is not checked, callers cannot
enter a queue until at least one agent is present.
Leave When Empty - This option mirrors the Join Empty, but it rep-
resents a queue in which agents had been logged in but are now gone.
At 5:00 pm, when your employees go home, you can program the
queue to shut down when the agents log out. The existing callers in
queue are forced to exit, and no new callers are granted access to the
queue.
Report Hold Time - The Report Hold Time tells the agent how long
the call was holding in queue before it was sent to the agent. If the hold
time was short, the agent will probably be happy to accept the call. If
the hold time was 10, 15, or 20 minutes, the agent might want to brace
for a frustrated customer, but at least the agent isn’t overwhelmed.
