AMX SIP Communications Gateway CSG-500 - Manual (Page 44)

Telephone System Configuration
36 CSG SIP Communications Gateway Operation/Reference Guide
 RrMemory - This option is Round Robin with Memory. It’s similar to Round Robin, but smarter
— it remembers over the course of days, weeks, or years which agent received the last call so that it
can commence with the next agent in sequence when calls begin again.
4. The Agents box lists all Users that are designated as an agent that can receive calls as part of a call queue.
All users listed have the Is Agent checkbox selected on their user profile. Many Users may be listed as
potential agents, but some may be assigned to a sales queue and some for a service queue. This box lists
all agents and enables you to choose which users you assign to the queue.
You have now filled in the basic information necessary to create a call queue. There are additional queue
options available to control the timing and managing of the calls, as well as the agents. You may not want to
work with these finer points of call queuing until after your call queue has been working for a while, and you
have an idea of call volume and the turnover of calls by each agent.
Click Update to add the new queue, or Cancel to abandon your changes. Once saved the new queue will be
displayed on the Manage Queues page. You can edit or delete any previously created queue from the Manage
Queues
page.
New Call Queue Options (Cont.)
Music on Hold Select the music on hold class to associate with this call queue. Music
on hold can be managed on the Music on Hold page.
Join Empty This option allows callers to enter a queue even if no agents are
logged into it. There are three options available:
• Yes - Callers can join a queue with no agents or only unavailable
agents.
• No - Callers can not join a queue with no agents. This is the default
option.
• Strict - Callers cannot join a queue with no agents or if all agents are
unavailable.
Leave When
Empty This option mirrors the Join Empty, but it represents a queue in which
agents had been logged in but are now gone. At 5:00 pm, when your
employees go home, you can program the queue to shut down when
the agents log out. The existing callers in queue are forced to exit, and
no new callers are granted access to the queue. There are three
options available:
• 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 agents logged in are unavailable. This is the default option.
Timeout The default for this option is 15, representing 15 seconds that an
agent’s phone will ring before the call is forwarded on to another agent.
Wrapup Time This is a buffer of time allowing your agents to finish work on one call
and remain unavailable in the queue. The default on this option is 0
seconds, providing no buffer time for your agents and allowing the next
call to ring through immediately after a call is complete.
Max Len This option sets the maximum number of callers allowed in the queue
before they are sent to voice mail or receive a busy signal. The default
is “0,” which allows for an unlimited number of calls in queue before
they are sent elsewhere.
Auto Fill This option allows multiple calls that arrive at the same time to be
immediately forwarded on to agents.
Auto Pause If an agent fails to answer a call, this option temporarily postpones
sending calls to that agent.
Report Hold Time The Report Hold Time tells the agent how long the call was holding in
queue before it was sent to the agent. If the hold time was short, the
agent will probably be happy to accept the call. If the hold time was 10,
15, or 20 minutes, the agent might want to brace for a frustrated
customer, but at least the agent isn’t overwhelmed.