User's Manual

Firmware Version 1.0.0.32 UCM6102/6104/6108/6116 USER MANUAL Page 88 of 110
 Click on "Extensions", the web page will redirect to extension configuration page which can also be
accessed via web GUI->PBX->Basic/Call Routes->Extensions.
 Click on to refresh the extension status.
 Click on one of the tabs to display the corresponding extensions
accordingly.
 Click on [ + ] to expand the status detail table.
 Click on [ - ] to hide the status detail table.
QUEUES
Users could see all the configured call queue status in this section. The following figure shows the call
queue 6500 being in used.
Figure 36: Queue Status
The current call status (caller ID, duration), agent status, service level, calls summary
(completed/abandoned) are shown for the call queue. The agent status is defined as below.
Table 30: Agent Status
The agent is available/idle.
The agent is talking/busy.
The agent is ringing.
The agent has been logged out.
On the UCM6102/UCM6104/UCM6108/UCM6116, Service Level is defined as the percentage of
high-quality calls over all calls in the call queue, where high-quality call means calls answered within 10
seconds.
Other operations are also available in queue status section: