Amanda Amanda Portal CallQ Agent User manual

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Using Amanda Portal CallQ Agent
The Amanda Call Queuing Package
Version 2.0
November 5, 2004

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1 INTRODUCTION..........................................................................................................3
2 SETTING UP THE QUEUE.........................................................................................4
2.1 Queue Rules ......................................................................................................4
3 INSTALLING CALLQ AGENT..................................................................................7
4 LOGGING INTO CALLQ AGENT.............................................................................9
5 THE QUEUE MENU...................................................................................................10
5.1 Queue Settings. . .............................................................................................15
5.2 Greetings Dialog .............................................................................................17
5.3 Comfort Messages...........................................................................................18
5.4 Call Time Limits. . .........................................................................................19
5.5 Display Settings. . ...........................................................................................21
5.6 Wrapup Comments and QCodes.....................................................................23
5.7 Call Queue Priority…......................................................................................26
6 CALL QUEUE AGENT TRANSFER PROCESSES ...............................................28
7 CALLS IN THE QUEUE ............................................................................................31
8 AGENT MENU OPTIONS .........................................................................................33
8.1 Agent List. . ....................................................................................................33
8.2 Agent Settings. . .............................................................................................36
8.3 Enabling the Call Record Feature ...................................................................39
9 CALL MENU OPTIONS ............................................................................................40
10 REPORTS MENU OPTIONS...................................................................................42
10.1 Calls... Incoming Calls Report......................................................................44
10.2 Calls… Call Duration Report........................................................................45
10.3 Calls… Lost Calls Report .............................................................................46
10.4 Caller ID Report............................................................................................46
10.5 All Agents Stats.............................................................................................47
10.6 Specific Agent Stats......................................................................................48
10.7 All Q Specific Agent Stats............................................................................48
10.8 Specific Agent Actions..................................................................................48
10.9 Agent Need....................................................................................................49
10.10 Call List… Specific Agent..........................................................................50
10.11 Call List… All Agents.................................................................................51
10.12 Call List… Dropped Calls...........................................................................52
11 WINDOW MENU OPTIONS...................................................................................53
11.1 Real-Time Statistics Dashboard Display.......................................................54
APPENDIX A......................................................................................................57
Table 1: Call Report Reference Table.......................................................................57

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1 Introduction
Amanda Portal CallQ Agent is a powerful, flexible ACD client that can be used
with an Amanda Portal server. The Amanda Portal server can act as an ACD
(automated call distributor) when using CallQ Agent. In order to use CallQ
Agent the Amanda Portal server must have the Call Queuing module activated.
This module is an optional module that must be purchased with the Amanda
Portal server or can be purchased at a later time to unlock CallQ Agent.
CallQ Agent provides its users (agents) with the ability to connect to the
Amanda Portal server via LAN/WAN/Internet. CallQ Agent supports Microsoft
Windows 95/98/ME/NT/2000 and XP operating systems.
CallQ Agent can connect to one or more queues (up to 100 maximum) and uses
a single client license per agent connected. Amanda Portal server comes
standard with 10 client licenses (10 users can connect to the Amanda Portal
server via the network simultaneously). Additional client licenses can be
purchased through the Amanda Company. CallQ Agent is a great tool to
effectively manage incoming calls for call centers, technical support
departments, sales groups and anywhere effective call management and
detailed call reporting is needed.
CallQ Agent provides agents of the queue important information about callers
holding in queue, such as caller id, caller id name, how long they’ve been
holding, and what port their call came in on. Calls can be selectively or
automatically connected to agents of the queue. Additionally, when calls are
completed comments about each call can be entered by the agents of the queue
and later reviewed by running call reports.
Callers holding in queue can hear a number of different pre-recorded queue
greetings and comfort messages. Greetings can be recorded and used to
perform specific actions such as playing a custom greeting to the caller when
their call enters the queue (initial queue greeting), a position change greeting
(when their call moves up in the queue), a transfer greeting (when being
connected to an agent), a voicemail greeting, queue closed greeting (when
agents are not logged into the queue), timeout greeting or hold greeting. In
addition to the queue greetings and comfort messages, the Amanda Portal
server (ACD) can tell the caller their position in the queue, or estimated hold
time based on previous call history.
CallQ Agent supports an unlimited number of comfort messages, which are
played in order after each time the music on hold music is played. The default
hold music can be configured to be played in 30, 60, or 90-second intervals, or
custom hold music can be played instead.
When using Amanda Portal and CallQ Agent you can create an unlimited
number of call queues where each queue can have an unlimited number of
agents per queue.

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2 Setting up the Queue
Each mailbox in the Amanda system can potentially be used as a call queue.
The mailbox number identifies the queue. The creating mailbox is the owner, or
administrator, of that particular queue.
To create a queue, the mailbox must have the “CREATE QUEUE” privilege
enabled. As a default, mailboxes cannot create a call queue. The system
administrator must add this privilege using Amanda Portal Station. The
screenshot in Figure 1 shows the “CREATE QUEUE” privilege being added to
mailbox 1020. Once a mailbox has this privilege, the owner of the mailbox can
use the CallQ Agent, Queue menu, “Create Queue” function, to create a queue.
This operation needs to be done only once per mailbox, unless the queue is
subsequently deleted.
Figure 1: Enabling the CREATE QUEUE privilege
2.1 Queue Rules
The basic job of a call queue is to connect callers to agents. Callers are normally
transferred to agents in the order the calls entered the queue, and agents are
normally chosen based on how long they have been available to take a call.
Sometimes agents will be privileged to take calls out of order, or they may be
privileged to reject calls from particular callers.
Callers can potentially express a skill requirement (or more than one), and they
can be connected only to agents whom the queue administrator has designated
as possessing those skills. When there are no agents logged into the queue who
possess all the required skills, then that caller will “fall out of” the queue and,

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normally, go to voicemail where they can leave a message for help. There are
various circumstances under which a call will fall out of the queue
automatically. These circumstances are:
•If the queue is full (when the queue administrator sets a maximum
number of calls holding) and callers try to enter the queue.
•Callers holding for the maximum waiting time (if a maximum waiting
time is set by the queue administrator).
•If calls are queued waiting to be answered and all agents log out of the
queue.
•When there are no agents are logged into the queue (supervisors are not
considered agents).
By default when any of these things happen, the caller is sent to voicemail.
Custom changes can direct these calls elsewhere. The following are extended
mailbox settings that can contain Tcl code that states what to do otherwise:
For a position change event an override method can be specified by
QUEUE_POSITION_METHOD. If not specified then play the position in standard
form.
For a transfer event an override method can be specified by
QUEUE_TRANSFER_METHOD. If not specified then transfer in standard form.
For a no more agents attached event an override method can be specified
QUEUE_CLOSED_METHOD. If not specified then go to voicemail.
For a queue timeout (max enqueued time) event an override method can be
specified by QUEUE_TIMEOUT_METHOD. If not specified then go to voicemail.
For a play greeting event n override method can be specified by
QUEUE_PLAY_GRT_METHOD. If not specified then play the specified greeting.
For a go to voicemail event an override method can be specified by
QUEUE_VOICEMAIL_METHOD. If not specified then go to voicemail.
To use any of these settings you must create an extended mailbox property
entering the capitalized in the property field and setting an appropriate tcl
value. For example, you might set “QUEUE_CLOSED_METHOD” as the property
name, and “method_chain <box>” as the value, where box = the mailbox
number where the caller will be sent (Figure 2 shows the caller being sent to
mailbox 500 when the queue is closed).

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Figure 2: Example Extended Mailbox Setting

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3 Installing CallQ Agent
To install CallQ Agent you must have access to Amanda Portal server via the
network. After the Amanda Portal server PC is physically connected to the
network, you’ll also need to configure it appropriately for the type of network it’s
connected too.
Assign the Amanda Portal PC a TCP/IP address, appropriate subnet, gateway
and dns (if applicable). Then do one of the following:
If Connecting Amanda Portal To a Domain
If the network is a domain, the Amanda Portal PC will need an account to log
into that domain in order to be trusted by other computers on the network, and
for the Amanda Portal PC to trust users logged into the domain. See your
network administrator for assistance with configuring the Amanda Portal PC for
the domain.
If Connecting Amanda Portal to a Workgroup
If your connecting Amanda Portal to a workgroup you’ll need to create at least
one account on the Amanda Portal PC within control panel “Users and
Passwords” in order to access shares on the Amanda Portal PC. The created
user and password can later be used when trying to access the Amanda Portal
server PC shared folders. This is required because there is no centralized
security in a workgroup environment.
Once you can Access the Shared Clients folder
Access your Amanda Portal server through “Network Neighborhood” or “My
Network Places”. Once you find the Amanda Portal system (normally called
Amandaserver), double click on it. You’ll see a shared folder called “Clients”.
Open the shared Clients folder. Double click “ClientsInstall” to start the
installation procedure. Read through the details for each screen before
proceeding with the install. It’s recommended that you choose all the default
options except for which clients you wish to install.

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Figure 3: Selecting the Clients
Make sure you select CallQ Agent from the client list as shown in Figure 3. You
can also install other clients such as Amanda Portal Station, and optionally its
administrative additions and/or fax additions. Additionally, you can install
other clients from here, which include Tenant applications (for tenant
management), TAPI Client (which can be used in conjunction with CallQ Agent
for CRM), Power Connect, and Outlook Contact Client. Finally, click next to
continue and then click Finish to complete the installation.
Note: With custom modifications a call and/or agent can specify who gets
assigned to whom.

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4 Logging Into CallQ Agent
To log into CallQ Agent, click Start, Programs, Amanda Portal Clients, and
“CallQ Agent” . You’ll see a screen like that shown in Figure 4. The fields in this
dialog are:
Remote Address
Enter the hostname or IP address of your Amanda Portal server PC.
Normally, it’s Amandaserver (as shown in Figure 4) .
Agent Number
Enter your mailbox number here.
Security Code
Enter your mailbox password (security code) here.
Remember Security Code
If you would like “CallQ Agent” to remember your security code for
future logons, check this box and you won’t have to provide your
security code in the future. This makes the logon process easier
but less secure.
Figure 4: Logging into CallQ Agent
Once you’ve filled in the correct remote address, agent number (i.e. mailbox
number) and security code, click OK to logon. Once you’re logged on, you’ll have
access to the “Queue” menu.

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5 The Queue Menu
Once your logged into CallQ Agent, the attach to queue dialog automatically
pops up (with older versions of CallQ Agent you have to click the queue menu
and then “attach to queue…” to open the dialog). Once the dialog is open you’ll
be prompted to select the queue in which to attach.
The initial Queue menu contains the following choices, once you have logged
into the server:
Attach to Queue Use this option to join a call queue, which has already been
created by another user who has added you as an agent of their queue.
Create Queue If you wish to create a new call queue for your mailbox, you can
create it by selecting “Create Queue”. If you have this privilege enabled,
you will see a message stating that the queue was created successfully.
Otherwise, if “CREATE QUEUE” is not enabled for your mailbox, you
won’t be able to create or delete a call queue and you’ll see the following
message: “You do not have the privilege to create or delete this call
queue”.
Delete Queue Use this option to delete your existing call queue. The privilege
“CREATE QUEUE” must be enabled for your mailbox in order to delete
an existing queue. In order to delete a call queue, no agents can be
currently attached to the queue (and therefore, the queue must have no
calls).
Login Used to start the logon process.
Logout Used to close the connection to Amanda Portal server without exiting
from CallQ Agent.
Exit This closes the CallQ Agent program.
When you click “Attach to Queue”, you’ll see the dialog box like that shown in
Figure 5.

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Figure 5: Choosing the queue to which to attach
An explanation for the attach to queue dialog settings are:
Queue The drop-down list enumerates all the queues that you are allowed to
connect to on this server. If your mailbox number is already connected to
a particular queue, then that queue will not be displayed by default.
Show all queues A drop down list that shows all the available queues an agent
can attach to. Once attached to a queue, you’ll see the screen like that in
Figure 6.
Extension When attaching to a queue the extension field can be used to change
the location of where calls will be transferred when you accept a call.
This is useful when working in a different office or location.
Figure 6: Sample logged-in screen

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After you’ve logged into the queue, the queue menu changes and shows a few
new menu options not previously available. Figure 7shows the new queue menu
after logging in:
Figure 7: Logged in Queue Menu
Most of the queue settings are the same as the initial queue menu, except for
the following:
Detach from Queue Used to disconnect from the selected call queue without
exiting CallQ Agent.
Queue Settings Opens the queue settings dialog used to customize the call
queue. Queue settings are discussed in section 5.1. Only queue administrators
and supervisors can modify queue settings.
Display Settings Opens the display settings dialog used by agents to customize
the call queue display. Display settings are discussed in section 5.5.
Application Pipe A way for you to pass data from CallQ Agent to another
application. When this is used when a new call gets assigned to an agent, the
information is passed to the application specified by the pipe. Custom
programming is required to use this feature.
Call Queue Priority Opens the call queue priority dialog. This is used to create
a call queue priority list. Call queue priority is discussed in section 5.7.
Across the top of the screen, below the menu bar, are some important controls
and displays. The first is labeled “Current Status.” It shows the status of the
agent (different colors have been added to make each state stand out). Your
status will be one of the following:
Available (Green) This means that you’re ready to accept a call. By default, if
there are calls in the queue that are in the “Available” state (waiting for
an agent), then the longest-waiting such call will be connected to the

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agent who has been waiting for a call the longest (however, in the queue
settings you can configure the queue for “agent with the fewest calls”,
“agent with the shortest connect time”, or set agent priorities which will
over-ride the other settings). Agents who have just logged into the queue
are treated as if they have been waiting forever for a call, so they have the
highest priority of taking the next available call.
There are some exceptions to this general rule. If skills-based routing is
being employed, then a call requiring a skill that the current agent does
not have will not be connected to that agent. If this agent has the
Rejection privilege and has rejected a particular call, then that call also
will treat that agent as if he or she is unavailable. Finally, the queue
administrator can change the rule for selecting an agent to select the
agent who has the lowest talk time or least number of calls taken instead
of the longest wait time.
If an agent “drops” a call (does not answer the phone when it rings), the
agent is made unavailable automatically, on the assumption that he or
she has left the area. If that agent comes back and clicks “Make
Available” to become available again, then for a period of 30 seconds,
that particular agent will be treated as unavailable by the particular call
which was dropped.
Unavailable (Red) In the Unavailable state, the agent can watch the activity in
the queue (if so privileged) but will not automatically be assigned any
calls. If the agent has the privilege to “take” calls (to pick particular calls
out of the queue, not necessarily the longest-waiting call), then the agent
can do so even when in the Unavailable state. When the agent finishes
with a call, the CallQ Agent will return to the Unavailable state after
Wrap-up is finished.
Deciding (Blue) – The deciding state is the time in which an agent has the
rejection privilege and is given time to accept or reject the call as in they
are "deciding" whether or not to take the call.
Connecting (Light Blue) – The connecting state is the time in which a call is
transferring to an agent, and the phone is ringing.
Init In Call (Pink) The queue administrator can set a parameter called
“Minimum Connect” which specifies a minimum amount of time that an
agent must be talking to be considered to have taken a call. By default,
this parameter is 0, meaning that once an agent answers a call, the
agent goes immediately to the “In Call” state. But if the parameter is
positive, then for that many seconds, the agent will be in the “Init In Call”
state, and then will progress automatically to the “In Call” state. Should
the agent hang up on the call before reaching the “In Call” state, then the
agent is considered to have dropped that call. This could happen if the
agent happens to pick up the phone to make an outbound call just as
the system is bringing a call to the phone. The agent might not realize
what had happened since no ringing would have been heard, and might

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then hang up on the caller. Since the agent would still be in the “Init In
Call” state, the system will assume that the caller did not actually
connect to the agent.
On Call/In Call (Purple) This is the state when the agent is speaking with a
caller, after any “Init In Call” time has passed. The Call Timer will record
how long the agent stays in this state. When an agent is on a call, the
status in the queue shows “connected”.
Wrap Up (Yellow) Call centers have an option to allow agents to be given a
short time after completing a call to “wrap up” the call, such as recording
notes about the call or to give the agent a short break before the next
call. For more information about wrapup see sub-section 5.1 below.
Checking (Dark Red) The time that it takes after wrapup to see if you are
going to be assigned another call, go available/unavailable.
Next to Current Status is the call timer. Once you take a call and enter the
connected state, the call time will start counting the seconds (and minutes)
you’re on the call. In many call centers, knowing how long the call has gone on
is important to the agent.
To the right of the call timer, there are three buttons used to control your state,
if you are so permitted by the queue administrator. These buttons are:
Make Available To have access to the make available (and make unavailable)
Buttons, you must have the “available” privilege enabled. When enabled,
clicking this button tells the call queue you’re ready to take calls. If
you’re available, and a new call comes into the queue, it will be
automatically sent to your extension unless the queue has been
configured otherwise. If you don’t have the “Available” privilege, then
you’re “always available” as long as you’re logged into the queue, are not
on a call, or in wrap-up.
Make Unavailable If privileged (the available privilege is enabled), an agent can
be unavailable (or available). Clicking this button tells the
call queue you’re not ready to answer a new call, and while your in an
unavailable state calls will not be sent to you. Once you’re ready for a
new call you can click the “Make Available” button, or you can selectively
take a call by double clicking the call and clicking the connect button.
Unavailable after call Provides a way for an agent to make them self
unavailable after completing their call. Choosing unavailable after call
changes the state of the agent from available to unavailable so that when
they wrapup their current call they’ll not get another call from the queue.
This is useful when an agent needs a break or wants to go to lunch.
Do Wrap-Up Initiates the wrapup state for the agent after finishing up with a
call.

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5.1 Queue Settings. . .
Only the owner of the Queue or a queue supervisor can modify certain queue-
related settings by clicking on “Queue Settings. . . ”. Doing so will result a
Queue Settings dialog window being displayed, similar to that shown in Figure
8.
Figure 8: Queue Settings Dialog
The different fields and controls in the queue settings dialog are:
Minimum initial connect This is the minimum number of seconds that calls
must be connected to an agent before they are considered to have been
completed. This parameter determines how long agents will be in the
“Init In Call” state.
Maximum connecting The maximum time the queue manager is willing to
wait for a connect or fail confirmation from the call that is currently
trying to transfer to them. This is a fail-safe time in case the call was not
to come to the agent, which would leave the agent in the Connecting
state forever. The default is 5 minutes, which is the same as specifying
the value of 0.
Minimum lost This is the minimum number of seconds that you expect
“legitimate” callers to stay in queue before hanging up. Calls that hang
up sooner than this value are treated as “Early hangup” calls in the
Dashboard statistics (see Sub-section 11.1) and in the permanent call
statistics reports. If set to zero, then all hangup calls are counted as
“lost” calls.
No queue timeout If checked, then there is no limit to how long calls may wait
in queue before automatically being sent to voicemail.

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Limit The maximum number of calls allowed in the queue at any
time. When the maximum number of calls allowed is already enqueued,
all new calls are sent to voicemail.
No maximum calls If checked, then there is no limit to the number of calls
which may be waiting in queue. Otherwise, the “Maximum Calls”
parameter will govern whether a new call can enter, based on the current
number of waiting calls. Calls beyond that maximum are sent to
voicemail.
Same as maximum currently available agents Sets the number for maximum
queued calls to the number of currently available agents. Once the
number of calls in queue is greater than the number of available agents,
those calls will be sent to voicemail to record a message.
Allow wrap-up time When enabled, members of the call queue are allowed to
access the “Do Wrap-up” option to move to the Wrap-up state at the end
of a call. With auto-wrap-up, this button is always disabled.
Allow dialing out of queue When enabled, callers can dial digits to exit the
queue. Dialing out of the queue consists of dialing another mailbox,
menu, or pressing * to leave a message in the queue mailbox.
Otherwise if not checked, caller’s dialed digits are ignored.
Greeting messages. . . This button brings up a dialog box for configuring
greetings callers will hear when they enter or leave the queue. It’s
described in Subsection 5.2.
Comfort Messages. . . This button brings up a dialog box for configuring
periodic “comfort messages” to be played to waiting callers. This is
described in Subsection 5.3.
Call Time Limits . . . This button brings up a dialog for configuring call time
limits discussed in subsection 5.4. Call time limits are used to add color
to the background of a call holding for more than the specified period of
time.
Call assignment method This drop-down list lets you select which method will
be used to choose which agent will take the next call (the default is the
longest waiting agent). The choices are:
Longest waiting agent Assigns calls to the agent who has been off a call
for the longest period of time. Agents who have just attached to the
queue are considered to have been waiting an infinite amount of time, so
they have the highest priority when a call becomes available.
Agent with fewest calls This method should be chosen if you wish to
make the number of calls handled by each agent be approximately the
same. The agent who has so far handled the fewest calls will get the next

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call. Obviously, agents who have just attached to the queue have
handled zero calls, so they will have the highest priority.
Agent with shortest connect time This assignment method can be
used when you want the agents to have approximately equal times
talking to the callers. Again, an agent who has just attached will have
zero connect time, and so will have the highest priority initially.
Note: If agent priorities are enabled, they will take precedence over the
call assignment methods.
Reset Statistics Time Sets a time when to reset the real time statistics of the
dashboard display. The default time is 12:00am. If no reset is selected, this
feature is disabled.
5.2 Greetings Dialog
An example of the greetings configuration dialog box is shown in Figure 9.
Figure 9: Greetings Dialog Box
Each of its settings is described below:
Report Position The system provides a number of different ways to inform
callers of their position within the queue. The “Report Position” setting
allows the queue administrator to select which method will be used for
callers of this queue. The choices are:
Never Callers will just hear the hold music and any periodic comfort
messages.

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Say current position When the caller enters the queue, and each time
the number of callers ahead decreases (either because those callers hung
up, dialed out of queue, or were connected to an agent), the caller will be
told their updated position.
Say estimate time When the caller first enters the queue, an estimate of
the expected waiting time to speak with an agent will be played.
Thereafter, the caller will hear only the hold music and optional comfort
messages. The estimate is calculated from the current rate at which the
agents are de-queuing calls and the number of calls ahead of the current
caller in the queue.
Initial Queue greeting Select the greeting number that will be played to callers
when they first enter the queue.
Position change greeting Select the greeting number that is played to the
caller before their current position is played to them.
Transfer greeting Select the greeting number that is played to the caller when
they are about to be transferred to an agent.
Voicemail greeting Select the greeting number that is played to the caller
when they are be sent to voicemail.
Queue closed greeting Select the greeting number that is played to the caller
When no agents are left who can take their call, so the caller is forced to
leave the queue. This greeting is not necessarily the same as that which
callers hear who cannot enter the queue (for instance, if there are no
agents attached to the queue): in that case, callers hear whatever the
current greeting is for the mailbox.
Timeout greeting Select the greeting number that is played to the caller when
they have waited in the queue for the maximum amount of time.
Hold greeting Select the greeting number that is played to the caller before an
agent has directed them to listen to another selected greeting.
5.3 Comfort Messages
The “Comfort Messages. . . ” button brings up the dialog box shown in Figure
10. Comfort messages are recordings that are played periodically while callers
are on hold and are otherwise listening to the selected Amanda hold music. The
queue administrator records these comfort message(s) as regular greetings in
the queue mailbox. This dialog is then used to specify which of the greetings, by
number, should be played as comfort messages, and in what order they will be
played to each caller.

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Figure 10: Comfort Messages Dialog Box
5.4 Call Time Limits. . .
After a call has held in queue for a certain period of time (specified in minutes),
the background color of that call holding can be changed, by setting a call time
limit. A typical scenario would be to use a stop light approach to calls holding
in queue. Initially, when the call is queued, the background of the text of the
call holding is black text on a white background. After nminutes where nis
defined by queue call times, the background color of that call can be changed to
one of eight different colors. Using the stop light approach, the call would
change to green, yellow, and then red after the caller has been holding for x, y,
and z minutes, where x might be 1 minute, y might be 3 minutes, and 5
minutes. Figure 11 shows the queue call times dialog used to enable call time
limits.
Figure 11: Queue Call Times Dialog

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The fields within this dialog box are:
Minimum lost time When a caller calls into the queue, and they realize they
didn’t want to be queued and they hangup or dial another mailbox
leaving the queue, if the number of seconds they were holding is lower
than the minimum lost time, that call is not counted as a lost call.
Noticed queued time When enabled, after the specified number of minutes,
calls holding in queue for that amount of time will have their background
color changed to the specified color. The default is black. Click the “Color
Black…” button to select a color other than black.
Warning queued time If enabled, after the specified number of minutes, calls
holding in queue for that amount of time will have their background
color changed to the specified color. The default is black. Click the “Color
Black…” button to select a color other than black.
High queued time If enabled, after the specified number of minutes, calls
holding in queue for that amount of time will have their background
color changed to the specified color. The default is black. Click the “Color
Black…” button to select a color other than black.
Urgent queued time If enabled, after the specified number of minutes, calls
holding in queue for that amount of time will have their background
color changed to the specified color. The default is black. Click the “Color
Black…” button to select a color other than black.
Extreme queued time If enabled, after the specified number of minutes, calls
holding in queue for that amount of time will have their background
color changed to the specified color. The default is black. Click the “Color
Black…” button to select a color other than black.
Maximum queued time The maximum number of minutes a caller can hold in
queue for an agent. When enabled, callers who hold for the maximum
queue time will be sent to voicemail to where they can record a message.
The default is 0 minutes (which is no queue timeout). To enable the
maximum queued time you must un-check the no queue timeout check
box.
No queue timeout When checked, there is no queue timeout. Callers can hold
in queue indefinitely. Un-checking no queue timeout will enable the
maximum queued time field where a maximum queue time can be
specified in minutes.
Important Note: Each queued time parameter can be enabled by itself if
selecting a single parameter. However, when enabling more than one queue
time parameter, each queued time setting has a priority level, and must have a
value greater than the queued time above it, and less than the queued time
parameter below it. Figure 11 shows an example using high, urgent, and