Bizfon 7000 User's Guide download pdf (Page 74)

System Administration Guide Call Queues

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Revised: August 5, 2005 Page 70

On this page, the first selection is to choose the particular Call Queue to be designated for this PFK. Next is a

checkbox to specify that the phone should automatically Login to the agent group responsible for servicing the

queue. The Ring Type might be set to a unique type for this phone so that the agent can easily distinguish

calls in the queue from other calls to his phone.

As you can see, the page contains a description of most of the parameters. These parameters control the ring

behavior for this agent’s phone when a call is in the queue. Using this, you can configure the handling of calls

in a flexible manner.

17.2.2 Agent Phone Configuration Example

Requirements:

Suppose you have 3 agents to handle calls in a Customer Support queue. You desire Agent 1 and Agent 2 to

answer most of the calls, while allowing calls to “overflow” to Agent 3 when necessary. Furthermore, you want

to give each agent 2 minutes to finish updating a log about the previous call before their phone will ring with a

new call in the queue. You can achieve this by configuring each of the agent’s phones as follows:

Agent Phone Configurations:

Wait Period Number of Callers Rest Time

Agent 1

0 seconds 1 120 seconds

Agent 2

0 seconds 1 120 seconds

Agent 3

180 seconds 5 120 seconds

1 2 ... 69 70 71 72 73 74 75 76

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Bizfon 7000 User's Guide Page 74