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. Ignore calendar;

9. Manual distribution.

Open

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, more additional elements appear (Fig. 2):

• Sticky agent (sec);

• Ignore agent status.

Open

Fig. 2. Sticky

Sticky agent (sec) — the time the Queuing mechanism waits to connect only with the Agent associated with this Subscriber.

The Ignore agent status switch checks if the agent is in online status to determine whether to schedule a call:

 — does not check the status of the Agent;

  — check the Agent's status; the Agent is assigned to the call only when they are online.

When the Ignore Agent Status switch is enabled and the Agent is offline or busy, the call is assigned to that Agent but does not appear in their Workspace; instead, it waits for the time entered in the Sticky agent (sec) field.

If the Agent comes online before the time expires, the call will appear in their Workspace.

If the Agent does not come online within that time, the call will go to the Queue.

If the Agent is offline and the Ignore Agent Status switch is disabled, the Queue mechanism will not wait and will connect the call to another Agent.

1.8. Ignore calendar

If the switch is turned on, the call goes to the Queue and will remain there, but it will be distributed to the Agent only during the working hours of the Calendar. The Calendar is selected on the General tab in the Calendar field.

1.9. Manual 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

2.2. Sticky settings in the Queue