User's Manual

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top call in the queue, making the other callers wait.
 Agent TimeOut specifies the number of seconds to ring an agent’s extension before sending the call to the
next Agent (based on Ring Strategy).
 If an agent’s extension rings and the agent fails to answer the call, Auto Pause option can automatically
pause that agent to stop them receiving further calls from the queue.
 Wrap Up time is the amount of time in seconds that an agent has to complete work on a call after which the
call is disconnected.
 If Report Hold Time is enabled, it will report to the agent about how long the caller had been waiting in the
queue.
 The value of Max Callers limits the maximum amount of callers can wait in the queue (Default is 0 --
unlimited). When the maximum number of callers in the queue is reached, subsequent callers will be sent to
the If no answer destination.
 If Add Queue Name Caller ID option is enabled, when an incoming call is distributed to an agent the queue
name will be displayed on the phone screen along with the caller ID. So a call queue agent knows which call
queue the call is coming from. This feature is helpful if an agent belongs to multiple call queues.
 Calls that have been waiting in the queue for Max Wait Time(Sec) will be sent to the If no answer destination.
If left blank, there will not be any time limitation of waiting time.
 Join Empty option allows callers to enter the queue when no agents are available. If this option is not
enabled, callers will not be able to enter the queue without available agents - callers will be sent to the If no
answer destination.
 Leave When Empty option if it's enabled and calls are still in the queue when the last agent logs out, the
remaining callers in the Queue will be transferred to the If no answer destination. This option cannot be used
with Join Empty at the same time.
You may set the system to playback announcements to the callers while they are waiting in the queue. Please click
on the button to setup customized announcements.