What New In Version 4
Queuing and Announcements Enhancements
Current IP Office Behaviour
-
When a phone is free a call is taken from the queue and alerts
- Reported in apps as Queuing and calls waiting
- Calls lost from queue are reported as abandoned
- Only queued calls Receive announcements (20 sec Intervals)
- Max queue length = Queue size + Idle logged on Agents
- With no calls in queue a new call fleetingly triggers queue events as it passes through and rings
New 4.0 Behaviour
- Ringing calls are included in the queue.
- All callers (either queued or ringing) hear announcements (if on)
- Calls leave the queue when answered - enforcing first come first served
- Max. Queue Length:
- Existing option: Max queue length = Queue size + Idle logged on Agents
- New option in 4.0: Max Queue length is strictly enforced (fixed)
- Remote Queuing for distributed groups
- Available with Advanced Networking license
Benefits – Improved Customer Service
- Keep callers informed of their status even when calls are still ringing
- First come first served in all cases
