User Manual

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UCM6200 Series User Manual
Version 1.0.15.16
connected with the member they were trying to get to.
The next waiting caller in line then becomes the head caller, and they are then connected with the next available
member and all available members and waiting callers waits while this happens.
Starting from 1.0.14.x, the waiting callers are connecting with available members in a parallel fashion until there
are no more available members or no more waiting callers.
For example, in a call queue with linear method, if there are two available agents, when two callers call in the
queue at the same time, UCM will assign the two callers to each of the two available agents at the same time,
rather than assigning the second caller to second available agent after the first agent answers the call from the
first caller.
Queue Statistics
Along with call center features, users can also gather detailed call queue statistics allowing them to make better
changes/decision to manage better the call distribution and handling based on time, agent and queue.
To access call queue statistics, go to Web GUICall FeaturesCall Queue and click on “Call Queue Statistics”,
the following page will be displayed:
Figure 150: Call Queue Statistics