User Manual

P a g e | 232
UCM6200 Series User Manual
Version 1.0.15.16
Table 73: Call Center Parameters
Queue Auto fill enhancement:
In previous UCM firmware, the call queue has a serial type behavior in that the queue will make all waiting callers
wait in the queue even if there is more than one available member ready to take calls until the head caller is
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 Position
Announcement
Enable the announcement of the caller’s position periodically.
Position
Announcement
Interval
Configure the period of time in (s) during which the UCM will announce the caller’s
position in the call queue.
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.
✓ After enabling the feature, users need to set the option on GXP21XX phone
under “AccountSIP SettingsAdvanced FeaturesSpecial Feature”
to “UCM Call Center”. A softkey labeled “UCM-CC” will appear on the
bottom of the phone’s screen.
✓ When this option is enabled, dynamic agent login will be no longer
supported.