Mitel Version 5.7 SP1 Gaining Web access to Intelligent Queue

Troubleshooting Intelligent Queue issues 491
Call Received
When a call is first received by Intelligent Queue, all known properties of the call will be logged, including the
following properties: the date/time stamp of the call, caller’s telephone number, digits dialed, redirection
information, caller’s name, and the Intelligent Queue port that received the call.
For 5000/Axxess configurations that use CT Gateway, time stamps are based on the Enterprise Server’s PC
clock. If the 5000/Axxess configuration includes remote servers, then time stamps are based on the remote
server’s PC clock. For the 3300 ICP, time stamps are based on the telephone system clock.
Action Plan Selected
Once an action plan has been selected, the plan, as well as the selection criteria used, will be written to the
logs.
System Action
All actions taken by the Intelligent Queue port will be written as logs. System actions include any function that
affect the call, such as answering or redirecting a call, playing or recording a message, beginning a transfer,
dialing or hanging up.
Caller Action
All actions taken by a caller while connected to an Intelligent Queue port will be logged. Caller actions include
the following: pressing a DTMF digit, and recording a voice message.
Agent Action
The actions that an agent takes during a callback will be logged. Agent actions include the following:
answering, hanging up, and pressing a digit.
Callback Action/ Callback Event
All Callback actions/ events will be logged including the following: Agent Attempted, Agent Accepted, Agent
Rejected, Agent Re-queued, Caller Attempted, Caller Answered, Callback Connected, Callback Failed (and
the reason the callback failed).
Gaining Web access to Intelligent Queue
You can use the Internet Services Manager to manage your Internet Information Services (IIS) which enables
web access to Intelligent Queue. Intelligent Queue is a web-based application and IIS is the Windows
component that makes it easy to publish information and bring business applications to the Web. With IIS, you
can create a strong platform for network applications and communications.
If you are having difficulty gaining Web access to Intelligent Queue, troubleshoot your IIS:
1. From the Start Menu, click Settings/Control Panel/Administrative Tools/Internet Services
Manager.
2. Verify that your PC is connected.
See Figure 17-6.