AltiGen comm ACM 5.1 manual Setting Queue Phrase Options, Queue Announcement

Chapter 22: Workgroup Configuration

•You can build a layer of DTMF menu selection option in the Advanced queue control mode. A caller can press a digit to hear different prompts or options while in queue.

•You can have select FIFO (First In First Out) or LIFO (Last In First Out) for the queue overflow.

If you don't have these particular needs, the Basic queue mode is recommended.

The Queue Management tab in Workgroup Configuration allows you to set options for queue phrases and announcements, queue overflow routing and quit queue options. Options become enabled depending on the Queuing Control selected—Basic, Advanced and Application Extension.

Figure 11. Workgroup Configuration, Queue Management tab, Basic Queue Control

When Basic is selected in the Queuing Control field, the following queue management options are available:

Setting Queue Phrase Options

For each workgroup, you can either use the system default phrases or you can set up a custom configuration.

The default audio phrases are discussed in “Audio Peripheral Configuration” on page 73.

Queue Announcement

You can set up the system to announce a caller’s queue status—queue position and expected queue time—when an incoming call enters a workgroup queue. To enable this option, check Enable Announcement, then check Queue Position and/or Expected Queue Time.

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