CALL QUEUE
The UCM provides call center functionality through its Call Queue feature. Static and dynamic agents can be
assigned to queue groups to handle varying loads of call traffic. This section describes the configuration of call
queues in the Call Features->Call Queue page.
Configure Call Queue
Call queue settings can be accessed via Web GUI→Call Features→Call Queue.
Figure 183: Call Queue
UCM6200 supports custom prompt feature in call queue. This custom prompt will active after the caller waits for
a period of time in the Queue. Then caller could choose to leave a message/ transfer to default extension or
keep waiting in the queue.
To configure this feature, please go to UCM Web GUI→Call Features→Call Queue→Create New Queue/Edit
Queue→Queue Options→set Enable Destination to Enter Destination with Voice Prompt. Users could configure
the wait time with Voice Prompt Cycle.
• Click on "Create New Queue" to add call queue.
• Click on to edit the call queue. The call queue configuration parameters are listed in the table below.
• Click on to delete the call queue.
Table 81: Call Queue Configuration Parameters
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