System information

System Administration Guide
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Revised: March 28, 2007
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On this page, the first selection is to choose the particular Call Queue to be designated for this PFK. Next is
a checkbox to specify that the phone should automatically Log into the agent group responsible for servicing
the queue. The Ring Type might be set to a unique type for this phone so that the agent can easily
distinguish calls in the queue from other calls to his phone.
The page contains a description of most of the parameters. These parameters control the ring behavior for
this agent’s phone when a call is in the queue.
20.2.2 Agent Phone Configuration Example
Requirements
Suppose you have 3 agents to handle calls in a Customer Support queue. You desire Agent 1 and Agent 2
to answer most of the calls, while allowing calls to overflow to Agent 3 when necessary. Furthermore, you
want to give each agent 2 minutes to finish updating a log about the previous call before their phone will ring
with a new call in the queue. You can achieve this by configuring each of the agent’s phones as follows: