DVX IPPBX
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call is answered.
LeastRecent: Ring the extension of the Agent who has least recently received a call
FewestCalls: Ring the extension of the Agent who has taken the fewest number of calls.
Random:Ring the extension of a random Agent.
RRmemory: RoundRobin with Memory, like RoundRobin above, except instead of the next
call starting with the first agent, the system remembers which extension was last called and
begins the round robin with the next agent .
Agent: Check each agent that you want to be a member of this specific Call Center Queue.
Agent TimeOut(sec): Specify the number of seconds to ring an agent’s extension before
sending the call to the next Agent (based on Ring Strategy).
Auto Pause: If an Agent’s extension rings and the Agent fails to answer the call,
automatically pause that agent to stop themreceiving further calls from the queue.
Wrap-Up-Time(sec): This is the amount of time in seconds that an agent has to complete
work on a call after which the call is disconnected. (Default is 0, which means no wrap-up
time.)
Max Wait Time(sec): Calls that have been waiting in the queue for this number of seconds
will be sent to the “If not answered” destination.
Max Callers: Max number of callers who are allowed to wait in the queue. (Default is 0,
which means unlimited.) when the maximum number of callers in the queue is reached,
subsequent callers will be sent to the “If not answered” destination.
Join Empty: Allow callers to enter the Queue when no Agents are available. If this option is
not defined, callers will not be able to enter Queues without available agents - callers will be
sent to the “If not answered” destination.
Leave When Empty: If this option is selected and calls are still in the queue when the last
agent logs out, the remaining callers in the Queue will be transferred tothe ”If not answered”
destination. This option cannot be used with Join Empty simultaneously.
Auto Fill: Callers will be distributed to Agents automatically.
Report Hold Time: Report the hold time of the next caller for Agent when the Agent is
answering the call.
Frequency(sec): Repeat frequency to announce the hold time for callers in the Queue.(“0”
means no announcement).
Announce Hold Time: Announce the hold time. Announce (yes), do not announce (no) or
announce once (once), There will be no announcement when the hold time is less than 1
minute.
Repeat Frequency(sec): Interval time to play the voice menu for callers.(“0” meansdo not
play).
Announcement Prompt: Select an IVR prompt to be used as the Announcements Prompt.
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