Fortinet Technologies Inc. Page 225 FortiVoice Enterprise Phone System 4.0.0 Administration Guide
Maximum waiting
time
Enter the maximum call queue waiting time in minutes. When
the call waiting time is due, the callers in the queue will be
dealt with according to the call handling action you set after
the call queue action (Action) for this call queue configuration
(Target) in your default inbound dial plan. If there is no action
after the call queue action (Action) for this call queue
configuration (Target) in your default inbound dial plan, the call
will hang up. For more information, see “Configuring inbound
dial plans” on page 186.
The maximum is 720 minutes.
Non member agent
login
Select to allow non-enrolled agents to log into this queue.
Non-enrolled agents are those that are not included in this
queue when you configure the queue agents. For more
information, see “Configure Agents” on page 226.
Distribution Select the method for calls in the queue to be delivered to the
agents.
Ring duration Enter the time in seconds to ring each agent. If a call is not
answered when the ring duration is due, the call is transferred
to the next agent. The range is between 5 to 120 seconds.
Business schedule Select a operation schedule for the queue. For example,
“business_hour” schedule means agents are only available to
answer the calls for this queue during business hours.
Announcement Setting
Announce queue
name to agent
Select a sound file to announce this call queue configuration
name to the agent so that the agent knows that this is the
right call for his/her agent group.
For example, a caller calls company ABC and presses 3 for
technical support. The call is routed to this call queue named
Tech Support. When an agent picks up this call, he or she will
hear an announcement such as “This call is for the technical
support department”.
You can edit a selected sound file or create a new one. For
more information on sound files, see “Managing sound files
and music on hold” on page 113.
Periodic
announcement
Select the method of greeting announcement to the caller
once the called is in this call queue. You can also select to
diable this function.
If you select Disable, do not configure “Periodic
announcement prompt” on page 226 and “Periodic
announcement frequency” on page 226.
If you select Periodic, also configure “Periodic announcement
prompt” on page 226 and “Periodic announcement
frequency” on page 226.
If you select Random, do not configure “Periodic
announcement frequency” on page 226.
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