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Do not use both Program 41-15-01~02 and Program 41-20-01~05 to set the Contact Centre queue
alarm. Select either one or the other for the system to follow.
Available in Program
41-15-01~02
Available in Program
41-20-01~05
Queue Status
Display Time
Program 41-15-02
determines the length/
interval of the alarm.
Interval Time of
Queue Status Display
Timing of alarm and
display queue status
Alarm triggered after the
number of calls in
Program 41-15-01 is
exceeded.
Alarm triggered after the
number of calls in
Program 41-20-01 is
exceeded. Then follows
Program 41-20-03 timing
for displaying status.
If a telephone is not idle, it cannot use the Queue Status Display Programmable Function key.
The Queue Status Display is not shown and the Queue Alarm is not heard by Contact Centre agents in
Off-Duty mode.
To scroll through the Contact Centre groups queue status, the Queue Status Display Programmable
Function key must be used. You cannot scroll when the Queue Status Display is displayed due to an
alarm.
If the Queue Status display and alarm are active and the queued called is answered/disconnected, the
display and alarm continue until the times in Program 41-20-02 and Program 41-20-05 expire.
When an overflowed call is in queue, the call is included in its original Contact Centre group queue and
not in the group queue to which it overflowed.
The Queue Status is not displayed on a supervisor’s telephone based on the settings in Programs
41-20-xx. The supervisor must use the Queue Status Display Programmable Function key to view the
queue.
Programmable Wrap-up Timer
When an agent finishes their call, the system automatically starts a wrap-up timer and blocks any
Contact Centre calls to the agent. This gives them time to complete important logs and records before a
new call comes in. When the time expires, the system returns the agent to the Contact Centre Group to
handle new callers.
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