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Queue Management - Advanced

MaxACD Administrator Manual 181

1. Select any of the following check boxes:

• Use Default System Phrases

• Queue Position

• Expected Wait Time

2. If you are not using default system phrases, use the drop-down lists to

select the

Greeting Phrase and Update Phrases that will be played to callers in queue.

3. Select the Update Interv

al (0 to180 seconds) to be inserted between queue

phrases.

Note: If the interval is set to 0, the system will play phrases one after the other

without music in between.

4. Click OK or Apply.

Menu Selection

The Menu Selection tab allows for configuration of a voice menu selection that can be

made available to callers in queue. When a workgroup queue is controlled by the

Advanced Queue Management application, calls in queue will hear a menu prompt. The

menu will allow callers to take certain actions based on digit input, and callers can also

hear one or more phrases associated with the actions.

Figure 18-19. Workgroup Configuration, Advanced Queue Management, Menu Selection tab

To set up the Menu Selection:

1. In the Di

gits field, select 0 - 9, # or *.

2. For the highlighted digit, select a Prompt from the phrase list and click Add. You

can

add one or more prompts, then use the Up or Down buttons to determine the

order in which the prompts are played.

3. Use the drop-down list to select one of the following actions:

• Transfer to Extension/Other Group

• Transfer to AA

• Transfer to Operator

• Transfer to Outside Number

• Transfer to Group VM

• Play prompts

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Altigen MaxReports Manual de usuario Pagina 191