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. Max wait count;
4. Allow greeting agent;
5. Sticky;

6. Auto answer warning tone.

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. 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.

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, 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.

1.6. 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.

2. Opportunities

2.1. Change Queue settings