N412 Administrator Manual
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Queue
Queues are designed to receiving calls in a call center. A queue is like a virtual waiting
room, in which callers wait in line to talk with the available agent. Once the caller
called in N412 and reached the queue, he/she will hear hold music and prompts, while
the queue sends out the call to the logged-in and available agents. A number of
configuration options on the queue help you to control how the incoming calls are
routed to the agents and what callers hear and do while waiting in the line.
Configure a Queue
Go to
PBX→ Inbound Call Control→ Queues
to configure queues.
Click
to add a new Queue.
Click
to delete the selected queues.
Click
to edit one queue.
Click
to delete one queue.
Please check the Queue configuration parameters below.
1) General Settings
Table 10-1 Queue Configuration Parameters-General Settings
General Settings
Name
A name for the Queue. The name is used for identification
purpose throughout the user interface.
Number
Use this number to dial into the queue, or transfer callers to this
number to put them into the queue.
Queue Password
You can require agents to enter a password before they can
login to this queue.
Queue Agent
Timeout
The number of seconds an agent's phone can ring before we
consider it a timeout.
Queue Max Wait
Time
The maximum number of seconds a caller can wait in a queue
before being pulled out. (0 for unlimited).
Queue Ring
Strategy
Multiple strategies are available for the queue.
Ring All:
ring all available agents simultaneously until one
answers.
Least Recent:
ring the agent which was least recently
called.
Fewest Calls:
ring the agent with the fewest completed
calls.
