Configuring Queues

A Response Group queue is used to hold calls while waiting for an agent to answer. A queue can contain a single agent group, or administrators can add multiple agent groups to a queue. The following options are available during creation of a queue:

• Groups—The agent groups that are responsible for answering calls in this queue. The groups can be ordered so that certain groups are attempted before others.

• Enable Queue Time-out—A determination of whether a time limit is enforced when callers wait for an agent.

• Time-out Period—The number of seconds a caller can remain in the queue before timing out.

• Enable Queue Overflow—A determination of whether the queue supports a maximum number of calls.

• Maximum Number of Calls—The number of calls that can be in the queue at any given time.

• Forward the Call—A determination of whether the call is forwarded when the queue reaches a maximum number of calls. Administrators can choose to forward either the oldest call in the queue or the newest call.

• Call Action—The action taken when a call reaches the time-out period. The options for call targets are discussed in greater detail later in this section.

In a situation in which either the time period elapses or the maximum number of calls is reached, an administrator has several choices for how to route the call:

• Disconnect—Drops the call.

• Forward to Voice Mail—Forwards the call to an Exchange UM voice mail address, which must be a SIP URI.

• Forward to Telephone Number—Forwards the call to a telephone number in the sip:<number>@<domain> format.

• Forward to SIP Address—Forwards the call to another user account in the sip:<username>@<domain> format.

• Forward to Another Queue—Forwards the call to another Response Group queue.