Grandstream Networks UCM63 Series User Manual

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UCM630X Series User Manual
Version 1.0.2.25
Call Center Settings and Enhancements
UCM supports light weight call center features including virtual queue and position announcement, allowing the
callers to know their position on the call queue and giving them the option to either stay on the line waiting for
their turn or activate a callback which will be initiated by the UCM one an agent is free.
To configure call center features, press on an existing call queue and go under the advanced settings tab.
Following parameters are available:
Table 86: Call Center Parameters
Enable Virtual Queue
Enable virtual queue to activate call center features.
Virtual Queue Period
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.
Virtual Queue Mode
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 Virtual Queue
Timeout
When this option is enabled and after a caller registers a call back request on the
virtual queue. While all the agents are busy, the UCM will call an agent once
he/she is idle again, this timeout is used for how long the UCM continues calling
the agent and if the agent doesn’t answer the call then the callback request will
timeout and expire.
Write Timeout
Configure the virtual queue callback timeout period in seconds.
Enable Virtual Queue
Position
Announcement
Enable the announcement of the caller’s position periodically.
Note: Queue position will now be announced to the caller upon entering the
queue.
Position
Announcement
Interval
Configure the period of time in (s) during which the UCM will announce the caller’s
position in the call queue.
Enable Virtual Queue
When enabled the UCM will announce the estimated queue wait time to callers if

Grandstream Networks UCM63 Series Specifications

General

Brand	Grandstream Networks
Model	UCM63 Series
Category	PBX
Language	English