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UCM6200 Series User Manual
Version 1.0.19.27
CALL QUEUE
The UCM6200 supports call queue by using static agents or dynamic agents. Call Queue system can accept
more calls than the available agents. Incoming calls will be held until next representative is available in the
system. This section describes the configuration of call queue under Web GUI→Call Features→Call Queue.
Configure Call Queue
Call queue settings can be accessed via Web GUI→Call Features→Call Queue.
Figure 163: Call Queue
UCM6200 supports custom prompt feature in call queue. This custom prompt will active after the caller waits for
a period of time in the Queue. Then caller could choose to leave a message/ transfer to default extension or
keep waiting in the queue.
To configure this feature, please go to UCM Web GUI→Call Features→Call Queue→Create New Queue/Edit
Queue→Queue Options→set Enable Destination to Enter Destination with Voice Prompt. Users could configure
the wait time with Voice Prompt Cycle.
• Click on "Create New Queue" to add call queue.
• Click on to edit the call queue. The call queue configuration parameters are listed in the table below.
• Click on to delete the call queue.
Table 79: Call Queue Configuration Parameters
Basic Settings
Extension
Configure the call queue extension number.
Name
Configure the call queue name to identify the call queue.
Strategy
Select the strategy for the call queue.
• Ring All
Ring all available Agents simultaneously until one answers.