User manual

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2.10 Call Queues
Call queues allow calls to be sequenced to one or more agents.
 Extension: This option defines the numbered extension that may be dialed to reach this
Queue.
 Name: This option defines a name for this Queue, i.e. "Sales". 'Name' is a label to help
you see this queue in the queue list.
 Strategy: This option sets the Ringing Strategy for this Queue. The options are
RingAll: Ring All available Agents simultaneously until one answers.
RoundRobin: Take turns ringing each available Agent.
LeastRecent: Ring the Agent which was least recently called
FewestCalls: Ring the Agent with the fewest completed calls.
Random: Ring a Random Agent.
RRmemory: RoundRobin with Memory, Remembers where it left off in the last ring pass.
 Agents: This selection shows all Users defined as Agents in their User conf. Checking a
User here makes them a member of the current Queue.
 Music On Hold: Select the 'Music on Hold' Class for this Queue. 'Music on Hold' classes
can be managed from the 'Music On Hold' panel.
 LeaveWhenEmpty: This option controls whether callers already on hold are forced out
of a queue that has no agents. There are three options.
Yes: Callers are forced out of a queue when no agents are logged in.
No: Callers will remain in a queue with no agents.
Strict: Callers are forced out of a queue with no agents logged in, or if all logged in
agents are unavailable.
 Join Empty:This option controls whether callers can join a call queue that has no agents.
There are three options,
Yes: Callers can join a call queue with no agents or only unavailable agents
No: Callers cannot join a queue with no agents
Strict: Callers cannot join a queue with no agents or if all agents are unavailable.
Queue Options:
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