The configuration is divided into four sections,
1.
General:
This section allows you to configure the gene
ral attributes of a queue. The following fields
can be edited in this section,
–
Name:
This field specifies the name of the queue.
–
DDI:
This is the number that is di
alled internally to reach the re
spective queue session. External
calls must be routed to this DN to reach the queue.
–
Priority:
You can assign a priority number to a queue that determines which queue must be
given priority when calls are being routed.
–
Salutation
: A specific salutation or greeting can be entered here.
2.
Emergency :
The
Emergency number
field allows you to specify a nu
mber in case the calls need to
be forwarded to another number in the event of sudden need.
3.
Overflow:
In case the number of calls waiting exceeds
the number of calls that are allowed to wait
in a queue, an overflow
occurs. This section allows you to manage such overflow by configuring the
following fields,
–
Overflow number:
In case of an overflow the exceeding nu
mber of calls will be transferred to
the number specified in this field.
–
Maximum calls:
This field allows you to set the total
number of calls that can wait in a Queue
at any given time.
–
No operator overflow:
If there is no operator logged in to this selected queue, an incoming call
will be immediately routed to the
Overflow number
if this checkbox is selected.
4.
Night Service:
This section allows you to specify a
Night service number.
The calls made outside
of the days and time specified for working day, are routed to this number.
Best Regards
