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Queue Management - Basic

MaxACD Administrator Manual 177

• You can have select FIFO (First In First Out) or LIFO (Last In First Out) for the queue

overflow.

If you don't have these particular needs,

the Basic queue mode is recommended.

The Qu

eue Management tab in Workgroup Configuration allows you to set options for

queue phrases and announcements, queue overflow routing and quit queue options.

Options become enabled depending on the Queuing Control selected—Basic, Advanced

and Application Extension.

Figure 18-16. Workgroup Configuration, Queue Management tab, Basic Queue Control

When Basic is selected in the Queuing Control field, the following queue management

options are available:

Setting Queue Phrase Options

For each workgroup, you can either use the system default phrases or you can set up a

custom configuration.

The default audio phrases are discussed in “Audio Peripheral Configuration” on page 50.

Queue Announcement

You can set up the system to announce a caller’s queue status—queue position and

expected queue time—when an incoming call enters a workgroup queue. To enable this

option, check Enable Announcement, then check Queue Position and/or Expected

Queue Time.

Queue Position -

When checked, the system will tell the caller which position the caller

is at in queue. Do not check this option if you assign different priorities to different calls

based on DNIS, CID, or AA selection. Do not check this option if you configure matching

a caller’s SKLR to an agent's skill level. Queue position is not meaningful when a higher

priority caller can push a lower priority caller or if no agent is available to answer a

particular SKLR.

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Altigen MaxReports Manual de usuario Pagina 187