Setting up Intelligent Queue 433
3. Click Ping to test a PBX connection.
The ping results open in the Results box.
4. Click Edit in the appropriate row to add or edit a silent monitor code, ARS digits, external digits, and a
media name for a PBX.
5. Click Update.
6. Click Save.
NOTE: When you save PBX settings, the Intelligent Queue services require at least 20 seconds to
save your changes to the server. The length of time is based on the complexity of the call flows. You
can continue working during this period.
Configuring Contact Center Management settings
If you have installed both Contact Center Management and Client Component Pack, configure your Contact
Center Management settings.
To configure your Contact Center Management settings
1. Click Configure=>Contact Center Management settings.
The Settings tab opens.
2. After Address, type the host name or IP address of the Contact Center Management server.
3. After Port, the port of the Contact Center Management server number is shown by default.
4. Click Ping to test your Contact Center Management connection.
5. Click Save to save your IP address and port configuration.
6. To query a queue/path, under Contact Center Management queue/path, select a queue/path from
the list box.
7. Click Get queue statistics.
Results displays the number of agents in queue.
8. Click Refresh queue to refresh the list box.
9. Click Clear results to clear the Results box.
Configuring Music Manager
Intelligent Queue uses Music Manager to upload music files and configure playlists from those files. Music
Manager plays a continuous loop of the playlist in the background of Intelligent Queue. The music in a playlist
is what callers hear when they are on hold. After callers hear a message, Intelligent Queue places them in a
queue where they hear the playlist until an agent answers the telephone. The playlist can contain CD songs,
MP3 files and/or .wav files. The play list can include music or pre-recorded information messages.
To create a playlist
1. Click Configure=>Music Manager.
The Play List tab opens.
2. After Media type, select a file type.
3. To add a track to the playlist, select one of more tracks from the list box and click >.
NOTE: You can select multiple files by holding down the Ctrl key while selecting files. To select a
range of files, hold down the Shift key, select the file at the top of the range and then select the file at
the bottom of the range. All files in between will be selected.
4. Repeat steps 2 and 3 to add other media types to the playlist.
NOTE: Within the Windows environment, you can also copy multiple music files into the music folder.
If you accepted the default settings during installation, the default path name to your music folder is
Program Files\Mitel Networks\Intelligent Queue\Music
5. To navigate through the playlist, click Previous or Next.
6. To delete a file from the playlist, click Remove beside the track name you wish to delete.
7. Click the Upload files tab to select files to upload to the server.
8. Click Browse to navigate to a file you want to upload.
9. Click Add to add the file to the Upload file list.