Data sheet

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UCM6200 Series User Manual
Version 1.0.19.27
Table 81: Call Center Parameters
Enable Virtual Queue
Enable virtual queue to activate call center features.
Virtual Queue Period
Configure the time in (s) after which the virtual queue will take effect and the menu
will be presented to the caller to choose an option. Default is 20s.
Virtual Queue Mode
Offered to caller after timeout: After the virtual queue period passes, the caller
will enter the virtual call queue and be presented with a menu to choose an option,
the choices are summarized below:
• Press * to set current number as callback number.
• Press 0 to set a callback number different than current caller number.
• Press # to keep waiting on the call queue.
Triggered on user request: In this mode, the callers can activate the virtual
queue by pressing 2, then they will be presented with the menu to choose an
option as below:
• Press * to set current number as callback number.
• Press 0 to set a callback number different than current caller number.
• Press # to keep waiting on the call queue.
Virtual Queue
Outbound Prefix
System will add this prefix to dialed numbers when calling back users.
Enable Virtual Queue
Timeout
When this option is enabled and after a caller registers a call back request on the
virtual queue. While all the agents are busy, the UCM will call an agent once
he/she is idle again, this timeout is used for how long the UCM continues calling
the agent and if the agent doesn’t answer the call then the callback request will
timeout and expire.
Write Timeout
Configure the virtual queue callback timeout period in seconds.
Enable Position
Announcement
Enable the announcement of the caller’s position periodically.
Note: Queue position will now be announced to the caller upon entering the
queue.
Position
Announcement
Interval
Configure the period of time in (s) during which the UCM will announce the caller’s
position in the call queue.
Enable Holdtime
Announcement
When enabled the UCM will announce the estimated queue wait time to callers if
the estimated wait time is longer than 1 minute.
CTI Chairman
Select the extension to act as chairman of the queue (monitoring).
Enable Agent Login
When enabled, statics agents can conveniently log in and out of a queue by
configuring a programmable key on their phones as a shortcut.
Notes:
✓ This feature is currently available only for GXP21xx phones on firmware
1.0.9.18 or greater.