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IP PBXs USER MANUAL
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ring strategy). Otherwise, it will hold all calls while it tries to find an agent for the top call in the queue, making the other callers
wait.
 Agent TimeOut
specifies the number of seconds to ring an agent’s extension before sending the call to the next Agent (based on
Ring Strategy).
 If an agent’s extension rings and the agent fails to answer the call, Auto Pause option can automatically pause that agent to stop
them receiving further calls from the queue.
 Wrap Up time is the amount of time in seconds that an agent has to complete work on a call after which the call is disconnected.

If
Report Hold Time
is enabled, it will report to the agent about how long the caller had been waiting in the queue.
 The value of Max Callers limits the maximum amount of callers can wait in the queue (Default is 0 -- unlimited). When the
maximum number of callers in the queue is reached, subsequent callers will be sent to the If no answer destination.
 If Add Queue Name Caller ID option is enabled, when an incoming call is distributed to an agent the queue name 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. This
feature is helpful if an agent belongs to multiple call queues.
 Calls that have been waiting in the queue for Max Wait Time(Sec) will be sent to the If no answer destination. If left blank, there
will not be any time limitation of waiting time.
 Join Empty option allows callers to enter the queue when no agents are available. If this option is not enabled, callers will not be
able to enter the queue without available agents - callers will be sent to the If no answer destination.
 Leave When Empty
option if it's enabled and calls are still in the queue when the last agent logs out, the remaining callers in the
Queue will be transferred to the If no answer destination. This option cannot be used with Join Empty at the same time.
You may set the system to playback announcements to the callers while they are waiting in the queue. Please click on the
button to setup customized announcements.
 Caller Position Announcements is used to tell the callers how they’ve been waiting and the position in the queue.
 Announce Hold Time:
Announce to the callers of the time they have been waiting, the first minute callers waiting in the
queue will not hear such announcements.
 Announce Position: If set to be Yes, the system will announce the position of the caller is currently waiting in the queue.
 Broadcast Frequency(Sec): To defines how often to announce queue position and estimate hold time.
 Periodic Announcements can be used to periodically playback a voice prompts to the callers waiting in the queue.

Repeat Frequency(Sec): The time interval to repeat this periodic announcements.
 Announcements Prompts: To select a voice prompts to be periodically played to the waiting callers.