Call Queues - Customisation - General Section

General Settings

1. Name - the name of the queue
2. Number - is used to transfer a caller to a queue by the system or user
3. Always Record - Enables or disables the ability to record the calls entering the queue
4. Play to the caller - Choose what to play to the caller waiting in the queue. You can play the standard Music On Hold, Continuous ringing or personal Music On Hold with a message until the agent phone is ringing
5. Queue timeout - the amount of seconds the caller can be held in the queue before being sent to the destination specified in the “On timeout” option
6. Service level - The maximum number of seconds a caller is supposed to stay in the queue. This is just for statistical analysis only
7. Max Queue Length - the maximum number of callers to be held in the queue
8. Weight - Assigns to the queues a ‘priority’ with 0 being the lowest. Higher weights get higher priority at ringing available channels when an agent is included in more than one queue.
9. Auto fill - when enabled, the queue will push multiple calls through to extensions at the same time until there are no more waiting callers or no more available agents
10. On timeout - the destination to send the callers when the "Queue timeout" has expired
11. Queue server - Defines the server where the callers will be held, if the selected server is not available, after a few seconds the queue will be assigned to a different server