1. Description

It is designed to configure the parameters of the Queue.

It consists of the following elements (Fig. 1):

1. Max wait time;
2. Discard abandoned after;
3. Auto answer warning tone;
4. Max wait count;
5. Access to pause when there are more online agents than;
6. Allow greeting agent;
7. Sticky;

8. Manyal distribution.

Fig. 1. Parameters tab 

1.1. Max wait time

This determines 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 is entered 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. 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.

The default tone sounds if auto-answer is enabled in the Queue, but no alert tone is selected.

1.4. Max wait count

The maximum number of Subscribers waiting to be connected to the Agent is entered 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.

1.5. Access to pause when there are more online agents than:

What the minimum number of online Agents should be for the Agent to be able to switch to pause mode is entered here.

An Agent cannot go into pause mode if the number of Agents online is equal to or less than the number entered in this field.

1.6. 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.

1.7. Sticky

The ability to assign a specific Agent for the Subscriber.

When this switch is activated, the Sticky agent (sec) field appears (Fig. 2).

Fig. 2. Sticky

Sticky agent (sec) - the time the Queuing mechanism waits to connect only with the Agent assigned to 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, 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.

1.8. Manyal distribution

Responsible for the manual distribution of calls in this Queue - the Agent selects which call to accept from the list of inbound calls.

If it is enabled, then calls will not be distributed automatically but will be shown to all Agents assigned to this Queue.

2. Opportunities

2.1. Change Queue settings