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410 Chapter 17 Intelligent Queue
Table 17-1: Overview of Intelligent Queue functionality
Licenses Feature Details
Base
Software
(4 port basic
RAD with
access to
one 3300
ICP)
Incoming call
handling
RAD messaging You can create pre-recorded announcements and
play them to callers while they wait in queue.
MiTAI Integration The addition of MiTAI provides Intelligent Queue with
the ability to deliver flexible ports. MiTAI is used by
Intelligent Queue to monitor its ports.
VoIP Integration
on the 3300 ICP/
SX-200 ICP
With IP device licenses you can implement
Intelligent Queue on the 3300 ICP/SX-200 ICP
without analog integration.
Music on hold Music on hold You can play music (audio CD, stored .wav file, and
stored MP3 file) through the sound card using a
rotating (loop) playlist. The playlist can include music
or prerecorded information messages.
System
administration
Administration
via phone
Intelligent Queue enables you to record
announcements or change the Emergency Mode
status using the phone. When you record new
system prompts, they are stored in a temporary
“Inbox” folder until you name the message and
assign it to an action or message plan via the Web
interface.
Alarms for critical
functions*
Intelligent Queue integrates with Network Monitor
when used in conjunction with Contact Center
Management so you can configure alarms for critical
functions of Intelligent Queue, such as audio failure.