ATCOM IPPBX IP02 User Manual download pdf (Page 39)

IPPBX IP02 User Manual

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When MoH is choose, caller will hear MoH other than ring tone.

Parallel

Ring all the members at the same time.

Serial

Ring all the members one by one.

No answer forward to

Set the failover destination if there is no answer.

7.3 Queue

Usually used in Call Centre to queue customers for the next available operator.

1) General

Queue Name

Name of the queue

Queue Number

Extension number of the queue, dial it to get into the queue

Queue Password

Used as authentication for users before being dynamic agent.

Queue Agent Timeout

Ring timeout in seconds when calling an agent

Queue Max Wait Time

The maximum time in seconds for a caller can wait in the queue before being pulled out. (0 means unlimited)

Queue Ringing Strategy

Strategy for IPPBX ring the agents.

RingAll: Ring all available agents simultaneously until one answers.

LeastRecent: Ring agents which was least recently called.

FewestCalls: Ring agents with the fewest completed calls.

Random: Ring agents in a random way.

RRmemory: Round robin with memory, remembers where it left off in the last ring pass.

2) Agents

Select Static Agent here. there are two kinds of agents:

Static Agent: chose here

Dynamic Agent: users can dial ‘Queue number + *’ to log in as dynamic agent, and ‘Queue number + **’ to log

out.

In this case, users can dial 6900* to being a dynamic agent (need to enter password 123), and 6900** to log out.

3) Caller Position Announcement

Announce queue position and / or estimated hold time to caller

4) Period Announcement

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ATCOM IPPBX IP02 User Manual Page 39