Customize Queue Notification

With call center service activated, the system sends email notifications to queue managers when a queue call is missed or abandoned, or when the service level agreement reaches the alarm threshold. This topic describes how to customize these notifications.

Prerequisites

  • Make sure there is a valid email address assigned to queue manager's extension.
  • Make sure system email works.

Procedure

  1. Log in to PBX management portal, go to Call Features > Queue, edit the desired queue.
  2. Click Members tab.
  3. Select the checkbox of notification option according your needs.
    • Notify Manager when a queue call is missed: Send an email to manager when a queue call is missed.
    • Notify Manager when a queue call is abandoned: Send an email to manager when a queue call is abandoned.
    • Notify Manager when the SLA is lower than its alarm threshold: Send an email to manager when the SLA alarm threshold is reached.
  4. Click Save and Apply.