UCM6200 Series User Manual
Following parameters are available:
Table 72: Call Center Parameters
Queue Auto fill enhancement:
In previous UCM firmware, the call queue has a serial type behavior in that the queue will make all waiting callers
wait in the queue even if there is more than one available member ready to take calls until the head caller is
connected with the member they were trying to get to. The next waiting caller in line then becomes the head
caller, and they are then connected with the next available member and all available members and waiting callers
waits while this happens.
Starting from 1.0.14.x, the waiting callers are connecting with available members in a parallel fashion until there
are no more available members or no more waiting callers.
For example, in a call queue with linear method, if there are two available agents, when two callers call in the
queue at the same time, UCM will assign the two callers to each of the two available agents at the same time,
rather than assigning the second caller to second available agent after the first agent answers the call from the
first caller.
Enable virtual queue to activate call center features.
Configure the time in (s) after which the virtual queue will take effect and the menu
will be presented to the caller to choose an option. Default is 20s.
Offered to caller after timeout: After the virtual queue period passes, the caller
will enter the virtual call queue and be presented with a menu to choose an option,
the choices are summarized below:
• Press * to set current number as callback number.
• Press 0 to set a callback number different than current caller number.
• Press # to keep waiting on the call queue.
Triggered on user request: In this mode, the callers can activate the virtual
queue by pressing 2, then they will be presented with the menu to choose an
option as below:
• Press * to set current number as callback number.
• Press 0 to set a callback number different than current caller number.
• Press # to keep waiting on the call queue.
Virtual Queue
Outbound Prefix
System will add this prefix to dialed numbers when calling back users.
Enable Position
Announcement
Enable the announcement of the caller’s position periodically.
Position
Announcement
Interval
Configure the period of time in (s) during which the UCM will announce the caller’s
position in the call queue.
Select the extension to act as chairman of the queue (monitoring).
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