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It is designed to configure the parameters of the Queue.
It consists of the following elements (Fig. 1):
- Max wait time;
- Allow greeting agent;
- Sticky;
Auto answer warning tone.
Image Modified
Fig. 1. Parameters tab
1.1. Max wait time
Here enters how long the Subscriber will wait in the Queue. After the expiration of this time, the Subscriber is removed from the Queue.
1.2. Discard abandoned after
Here enters how long the Queuing mechanism will remember the position in the Subscriber's Queue at the end of the call (the Subscriber ended the call without waiting for a connection with the Agent). It is used when the Subscriber does not wait for the connection with the Agent, and if he calls again within the time entered in this field, then the position from the previous call is saved for him.
The time count starts after the Subscriber hangs up without waiting for a connection with the Agent.
1.3. Max wait count
The maximum number of Subscribers waiting to be connected to the Agent enters here.
If more Subscribers are waiting for a connection than entered in this field, then such Subscribers will not get into the Queue and, as a result, the call will end.
Note |
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If you enter 0 in this field, this function will be ignored. |
1.4. Allow greeting agent
Allows the inclusion of a personal greeting before connecting with an Agent. The greeting file is selected from the media resources in the Agent's General tab.
1.5. Sticky
The ability to assign a specific Agent for the Subscriber.
When this switch is activated Sticky agent (sec) field appears (Fig. 2).
Image Modified
Fig. 2. Sticky
Sticky agent (sec) - the time during which the Queuing mechanism waits to connect only with the Agent that is associated with this Subscriber.
It is used if the Agent to which the Subscriber is attached is busy, or is on pause. If the Agent is offline, then the Queuing mechanism will not wait, but will connect with another Agent.
If at the end of the time the Agent that is bound to the Subscriber is not free, then the Queuing mechanism will begin to connect with other Agents.
1.6. Auto answer warning tone
From the drop-down list of this option, you can select the audio tone the Agent will hear after auto-answer.
If none
is selected, the Agent will not receive an audible notification.
If auto-answer is enabled in the Queue, but no alert tone is selected, the default
tone sounds.
Info |
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You can enable auto-reply by adding a variable: Key - Value - |
2.1. Change Queue settings
Goal | Change Queue settings |
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Preconditions |
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Steps |
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Result | Data saved. |
Table of Contents |
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