Data sheet

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UCM6200 Series User Manual
Version 1.0.19.27
• Linear
Ring agents in the specified order.
• Least Recent
Ring the agent who has been called the least recently.
• Fewest Calls
Ring the agent with the fewest completed calls.
• Random
Ring a random agent.
• Round Robin
Ring the agents in Round Robin scheduling with memory.
The default setting is "Ring All".
Music On Hold
Select the Music On Hold class for the call queue.
Note: Music On Hold classes can be managed from Web GUI→PBX
Settings→Music On Hold.
Max Queue Length
Configure the maximum number of calls to be queued at once. This number does
not include calls that have been connected with agents. It only includes calls not
connected yet. The default setting is 0, which means unlimited. When the
maximum value is reached, the caller will be treated with busy tone followed by
the next calling rule after attempting to enter the queue.
Wrapup Time
Configure the number of seconds before a new call can ring the queue after the
last call on the agent is completed. If set to 0, there will be no delay between calls
to the queue. The default setting is 10 seconds.
Retry Time
Configure the number of seconds to wait before ringing the next agent.
Ring Time
Configure the number of seconds an agent will ring before the call goes to the
next agent. The default setting is 30 seconds.
Auto Record
If enabled, the calls on the call queue will be automatically recorded. The
recording files can be accessed in Queue Recordings under Web GUI→Call
Features→Call Queue.
Max Wait Time
Configure the timeout after which users will be disconnected from the call queue.
The default setting is "60". 0 means unlimited.
Note: It is recommended to configure "Wait Time" longer than the "Wrapup Time".
Destination
Once Max Wait Time has been configured, select to which destination send the
calls that have timed out. The default is to “Hang up” the call.
Reset Agent Call
Counter - Enable
If this option is checked the agent call counter will be reset according to the
Repeat time settings.
Note: This option is available only when the Strategy is set to “Fewest Calls”
Repeat
Specifies the frequency at which the Agent call counter will be reset.