Settings

In this chapter we will cover:

General

Table 9.5. General

Field Description Example Field Type

Persistent Agents:

 Should the callback login be restored once the PBXware restarts (The data is stored in database) If agent Smith is logged in sales queue, and PBXware needs to be restarted due to any reason, with this option set to 'Yes', agent Smith will be automatically registered with the sales queue after the system restart. Option buttons

Wrap-up time [ms]:

 Pause in milliseconds given to queue agent before new call is transferred to his extension Agent Smith ends the queue call. A pause in ms (default 5000 = 5sec) is enforced so agent can prepare himself for the new call [0-9]

Music On Hold:

 Set the Music On Hold class played to queue agents Select 'Default' to play all sound files located in that class to queue agent while waiting for new calls Select box

Custom Beep:

 Set the sound file name that is to be played to queue agent before a call is transferred to him from the queue Type 'arlington' to playe the arlington.gsm sound file to queue agent [a-z] [0-9]


Login/Logoff Options

Table 9.6. Login/Logoff Options

Field Description Example Field Type

Auto Logoff [sec]:

 Time in seconds queue agent's extension is to ring before declaring him unavailable and logging him off the queue If this field is set to 60, and queue agent doesn't answer the ringing extension during that time, he will automatically get logged off a queue so calls will be transferred to his extension until the next queue login [0-9]

Acknowledge CL:

 Require the agents that are logged in by agent callback login to dial # to confirm their input With this option set to 'Yes', once agent dials *203 he is asked to provide extension number and acknowledge it by dialling #. After correct extension, agent is asked for account password and and to acknowledge it by dialling #. Option button


Recording Options

Table 9.7. Recording Options

Field Descriptiony Example Field Type

Record Calls:

 Record all calls made to queue agent With this option set to 'Yes', all calls agent receives through queue will be recorded Option button

Record Format:

 Select desired sound format for call recording Select among available sound formats: wav, gsm, wav49 Select box


CDR Options

Table 9.8. CDR Options

Field Description Example Field Type

Update CDR:

 Should the CDR records be changed so it is known which agents generates the call   Option button

Create Link:

 Should the CDR records display the name of the call recording   Option button