Queue Settings
References of basic queue settings and caller experience settings.
Basic Queue Settings
Option | Description |
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Number | Use this number to dial into the queue, or transfer callers to this number to put them into the queue. |
Name | Give this queue a brief name to help you identify it. |
Password | You can require agents to enter a password before they can login to this queue. |
Ring Strategy |
This option sets the Ringing Strategy for this Queue.
|
Failover Destination | Set the failover destination. |
Static Agents |
Select static agent of the queue. The static agents will always stay in the queue. Note:
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Agent Timeout | The number of seconds an agent's phone can ring before we consider it a timeout. If you wish to customize, enter the value in the text box directly. |
Ring In Use | If set to no , unchecked, the queue will
avoid sending calls to members whose device are known to be “in
use”. |
Agent Announcement | Announcement played to the Agent prior to bridging in the caller. |
Retry | The number of seconds to wait before trying all the phones again. If you wish to customize, enter the value in the text box directly. |
Wrap-up Time | How many seconds after the completion of a call an Agent will have before the Queue can ring them with a new call .If you wish to customize, enter the value in the text box directly. Input 0 for no delay. |
Call Experience Settings
Caller Settings | |
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Music On Hold | Select the “Music on Hold” playlist for this Queue. |
Caller Max Wait Time | Select the maximum number of seconds a caller can wait in a queue before being pulled out. If you wish to customize, enter the value in the text box directly. Input 0 for unlimited. |
Leave When Empty | If enabled, callers already on hold will be forced out of a
queue when no agents are available. You can define the
scenario(s) in which it will be considered that there are no
agents available. Note: When all agents
are logged out, the queue is considered Empty by
default.
|
Disallow to Join When Empty | If enabled, callers can NOT join a queue where no agents are
available. You can define the
scenario(s) in which it will be considered that there are no
agents available. Note: When all agents
are logged out, the queue is considered Empty by
default.
|
Join Announcement | Announcement played to callers once prior to joining the queue. |
Agent ID Announcement | Announcement played to the callers to prompt the agent ID.
The agent is who will answer the call.
|
Satisfaction Survey Prompt | When the agent hangs up, the system will play the prompt to ask the caller to rate their satisfaction scale. |
Caller Position Announcements | |
Announce Position | Announce position of caller in the queue. |
Announce Hold Time | Enabling this option causes PBX to announce the hold time to the caller periodically based on the frequency timer. Either yes or no; hold time will be announced after one minute. |
Frequency | How often to announce queue position and estimated hold time. |
Periodic Announcements | |
Prompt | Select a prompt file to play periodically. |
Frequency | How often to play the periodic announcements. |
Events | |
Key | Once the events settings are configured, the callers are able to press the key to enter the destination you set. Usually, a prompt should be set on Periodic Announcements to guide the callers to press the key. |
Agent Auto Pause | |
Enable Agent Auto Pause | Whether to enable or disable agent auto pause. If enabled,
agents who reach the specified Max Missed
Calls will receive email notifications and
will be paused automatically. Note: This feature takes effect only when the queue's ring
strategy is NOT Ring
All. |
Max Missed Calls | Set the max missed calls for pausing agent service automatically. Note: When an agent connects to or makes a call, the missed
calls count of the agent will be cleared.
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