436 Chapter 17 Intelligent Queue

Frequency to update callers in queue

Frequency to update callers in queue is the duration after the start of the previous message, when callers are
informed of their updated positions. For example, if you configure two minutes, Intelligent Queue informs
callers of their updated positions every two minutes. The initial update occurs two minutes after the start of the
previous message.

Maximum position to report

Maximum position to report is the number of callers who will receive the updated position message.

Default message plan for positions

The default message plan is the plan used to inform callers of their position in queue. For example, “You are
in position five.”
Before you configure Updated position in queue messages
Before you can configure an Updated position in queue message, you must
• Ensure you are connected to Contact Center Management.
The connection to Contact Center Management provides Intelligent Queue with real-time data. When
you are connected the list of queues is available on the Updated position window.
(Configure=>Updated position in queue.)
See “Configuring Contact Center Management settings” on page433.
• Ensure a media server, site, and Updated position in queue are configured in Contact Center
Management.
To create a media server, site, and queue, see the YourSite chapter of the Mitel Contact Center
Solutions User Guide.
• Configure telephone system settings.
Updated position in queue functionality is dependent on the information provided by Contact Center
Management, so you must ensure you are pointing to the correct PBX. For example, if the media
server in Contact Center Management is named “London” not 10.1.1.123, you need to ensure the
PBX Intelligent Queue is pointing to is “London” and not 10.1.1.123.
See “Configuring PBX settings” on page 432.
• Create a Updated position in queue port group.
An Updated position in queue port group must be configured on the media server on which the queue
resides. For example, if the updated position in queue is on 10.1.1.123, you need to create an
Updated position in queue port group on 10.1.1.123 as well, and assign ports to it.
See “Managing port groups: updated position in queue, messaging, callback, and recording ports” on
page 461.
Configuring Updated position in queue for all queue positions
To configure an Updated position in queue message for all queue positions
1. Click Configure=>Updated position in queue.
2. After Available queues, select a queue from the list for which you want to provide callers with
updated positions in queue.
3. Click Add.
The queue will open under Monitored queues.
4. After Monitored Queues, if you have selected more than one queue, drag the queues to arrange
them by priority, the top queue being the highest priority queue.
5. Select the queue for which you want to provide an updated position message.
6. After Initial delay to update callers in queue, select the number of minutes/seconds after which the
caller arrives in queue, before the caller is informed of his position.
For example, you can configure Intelligent Queue to inform callers of their position five seconds after
they arrive in queue.