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Configuration
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CSG SIP Communications Gateway
Queue Extension Configuration Options (Continued)
Option Description
Strategy This option enables you to choose one of the following options for
transmitting calls throughout the queue:
• Ring All - Rings every agent who is not on an active call when a
new call arrives. The first agent to answer the call receives it.
• Round Robin - Every available agent receives a call in turn,
akin to how cards are dealt in a poker game.
• Least Recent - The agent who has been without a call the
longest receives the next call.
• Fewest Calls - The agent who has handled the fewest calls
receives the next incoming call.
• Random - Goes by the luck of the draw. Any agent can receive
the next incoming call.
• RrMemory - This option is Round Robin with Memory. It is
similar to Round Robin, but smarter. It remembers over the
course of days, weeks, or years which agent received the last
call so that it can commence with the next agent in sequence
when calls begin again.
Agents This option enables you to select which users you want to assign
to the calling queue. You can assign users by clicking the check
box next to the user’s extension.
Queue Options
TimeOut The number of seconds an agent’s phone will ring before the call
is forwarded to another agent. The default setting for this option is
15 seconds.
Wrapup Time This is a buffer of time that allows your agents to finish work on
one call and remain unavailable in the queue. The default on this
option is 0 seconds, providing no buffer time for your agents and
allowing the next call to ring through immediately after a call is
complete.
Max Len This option sets the maximum number of callers allowed in the
queue before they are sent to voice mail or receive a busy signal.
The default is "0", which allows for an unlimited number of calls in
the queue before the calls are sent elsewhere.
Music On Hold This option enables you to select the music to play when an agent
puts a caller on hold.
AutoFill This option is enabled by default and allows multiple calls that
arrive at the same time to be immediately forwarded on to agents.
Auto Pause If an agent fails to answer a call, this option temporarily
postpones sending calls to that agent.
Join Empty This option enables callers to enter a queue even if no agents are
logged into it. If this option is not checked, callers cannot enter a
queue until at least one agent is present.
Leave When
Empty
This option mirrors the Join Empty option, but it represents a
queue in which agents had been logged in but are now gone. For
example, at 5:00 pm, when your employees go home, you can
program the queue to shut down when the agents log out. The
existing callers in the queue are forced to exit, and no new callers
are granted access to the queue.
Report Hold Time The Report Hold Time option tells the agent how long the call was
holding in the queue before it was sent to the agent. If the hold
time was short, the agent will probably be happy to accept the
call. If the hold time was 10, 15 or 20 minutes, the agent might
want to brace for a frustrated customer, but at least the agent is
not blindsided.