User's Manual
Avaya Branch Gateway Manager 10.0 Page 314
15-601011 Issue 29r (Friday, November 02, 2012)B5800 Branch Gateway
Usability
· Mergeable: These settings are mergeable. Changes to these settings do not require a reboot of the system.
Configuration Settings
· Queuing On: Default = On
This settings allows calls to this hunt group to be queued. The normal icon is replaced .
· Queue Limit: Default = No Limit. Range = No Limit, 1 to 999 calls.
This setting can be used to limit the number of calls that can be queued. Calls exceeding this limit are passed to
voicemail if available or otherwise receive busy tone. This value is affected by Normalize Queue Length setting.
· If voicemail is not available excess calls receive busy tone. An exception to this is analog trunk and T1 CAS trunk
calls which will remain queued regardless of the queue limit if no alternate destination is available. This is due to the
limited call status signalling supported by those trunks which would otherwise create scenarios where the caller has
received ringing from the local line provider and then suddenly gets busy from the system, creating the impression
that the call was answered and then hung up.
· If priority is being used with incoming call routes, high priority calls are place ahead of lower priority calls. If this
would exceed the queue limit the limit is temporarily increased by 1.
· If an existing queued call is displaced by a higher priority call, the displaced call will remain queued even if it now
exceeds the queue limit.
· Normalize Queue Length: Default = Off.
Calls both waiting to ring and ringing are regarded as being queued. This therefore affects the use of the Queue Limit
and Calls in Queue Alarm thresholds. If Normalize Queue Length is enabled, the number of hunt group members
logged in and not on DND is added to those thresholds.
· Example: A customer has two products that it is selling through a call center with 10 available agents; one product
with a $10 margin and one with a $100 margin. Separate hunt groups with the same 10 members are created for
each product.
· The $100 product has a Queue Limit of 5 and Normalize Queue Length is on. The maximum number of $100 calls
that can be waiting to be answered will be 15 (10 ringing/connected + 5 waiting to ring).
· The $10 product has a Queue Limit of 5 and Normalize Queue Length is off. The maximum number of $10 calls
that can be waiting to be answered is 5 (5 ringing/connected).
· Queue Type: Default = Assign Call On Agent Answer.
When queuing is being used, the call that the agent receives when they answer can be assigned in one of two ways:
· Assign Call On Agent Answer
In this mode the call answered by the hunt group member will always be the longest waiting call of the highest
priority. The same call will be shown on all ringing phones in the group. At the moment of answering that may not
necessarily be the same call as was shown by the call details at the start of ringing.
· Assign Call on Agent Alert
In this mode, once a call has been presented to a hunt group member, that is the call they will answer if they go
off hook. This mode should be used when calls are being presented to applications which use the call details such
as a fax server, CTI or TAPI.
· Calls In Queue Alarm:
The system can be set to send an alert to a analog specified extension when the number of calls queued for the hunt
group reaches the specified threshold.
· Calls In Queue Threshold: Default = Off. Range = 1 to 99.
Alerting is triggered when the number of queued calls reaches this threshold. Alerting will stop only when the
number of queued calls drops back below this threshold. This value is affected by Normalize Queue Length setting
above.
· Analog Extension to Notify: Default = <None>.
This should be set to the extension number of a user associated with an analog extension. The intention is that this
analog extension port should be connected to a loud ringer or other alerting device and so is not used for making or
receiving calls. The list will only shown analog extensions that are not members of any hunt group or the queuing
alarm target for any other hunt group queue. The alert does not follow user settings such as forwarding, follow me,
DND, call coverage, etc or receive ICLID information.