GXE502X User Manual 11/2/2009
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7. Call Queues Configuration
Call Queues give users (i.e. call centers) an efficient means to have their calls answered in the order
they were received to deliver top tier customer service.
- In-Queue Announcements Configuration
The In-Queue Announcements sub menu lets users configure the In-Queue Announcements for
their group.
In-Queue Announcement Name: This field allows users to enter a name (20 character limit)
for the uploaded In-Queue Announcement file.
In-Queue Announcement File: This field lets users specify the location of the audio file which
will be uploaded. Users can type the path manually or click the Browse… button to navigate
and select the file on their computer.
- Call Queues Configuration
Note: - The In-Queue Announcement File must be in the following format: 8
KHz/16bit/MONO .wav or .ZIP (if you use the GXE502X IVR/System Prompt
Conversion Tool).
- It is highly recommended to use the GXE502X IVR/System Prompt Conversion
Tool to convert files to the .wav format before uploading them to the GXE502X.
Note: Agents must have the “PUBLISH For Presence” feature enabled in their phone’s
web UI. Having the Agent’s extension registered on the phone side does not mean the
call queue agent is online and ready to receive queued calls. Users can check the
agent’s status on the GXE502X Web UI (see image below).
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