System information

System Administration Guide
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© 2007 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems.
Revised: March 28, 2007
Page 90
Agent Phone Configurations
Wait Period Number of Callers Rest Time
Agent 1 0 seconds 1 120 seconds
Agent 2 0 seconds 1 120 seconds
Agent 3 180 seconds 5 120 seconds
Commentary
Agent 3’s phone will ring when any call has been in the queue for 3 minutes (or 5 or more callers are in the
queue). This might happen because Agents 1 and 2 are:
 Already talking to other callers in the queue.
 Away from their desk.
 Have finished with their previous call, but are in their 2 minute rest interval.
 Are ignoring their ringing Customer Support Queue Appearance because they are on another phone
call, talking with someone in their office, etc.
20.2.3 Logging in and out of the Queue
When an agent’s phone is not logged in to the agent group responsible for handling calls from a queue, the
Queue Appearance button will be red and the agent’s phone will not ring when a call is in the queue.
While not logged in to the agent group for the queue, the Queue Appearance PFK will flash red when a call is
in the queue. If the agent momentarily hits the Queue Appearance PFK while flashing red, he can answer
the next call in the queue.
To log in to the agent group for that queue, hold down the Queue Appearance button for 1 ½ seconds. The
light on the button will then either go out if there are no calls in the queue or flash green if there are calls
waiting.
To logout, hold the Queue Appearance button for 1 ½ seconds and the button will change to red indicating
that you are logged out.
Note: The auto-login checkbox can be checked on the Queue Appearance PFK configuration page so that
the agent’s phone is automatically logged in when the phone is rebooted. Then, unless the agent
logs out, his phone will always be in the agent group responsible for handling calls in that call queue.
20.3 Servicing a Queue with a Non-Allworx IP Phone
As stated earlier, the Call Queue feature is designed to be used with Allworx IP phones while all other phones
provide only a very limited ability to work with this feature. The only function a non-Allworx
IP phone can
participate in is answering a call that is in the queue. Any phone can do this by dialing 441X, where the last
digit is the queue number (0-9). The phone will never ring indicating that a call is waiting in the queue.
20.4 Configuring Calls To Route To the Queue
A call enters a Call Queue when it is routed from a system or user extension. Therefore, configuring the
server so that inbound calls enter a Call Queue is little different from configuring it for any inbound call
routing. The same features for the handling of any inbound call can be used to route a call to a Call Queue:
 The outside call can be sent to the Auto Attendant or route directly to the queue extension.