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470 Chapter 17 Intelligent Queue
9. After Agent Rejected, select a Message Plan you have created to allow callers to hear a message
confirming that they have successfully cancelled their callback request.
The default message (29.wav) is, "Your request has been cancelled. Goodbye."
10. After Agent Requeue, select a Message Plan you have created to allow callers to hear a message
that they are being redirected to an available queue.
11. After Agent Pre-Connect, select a Message Plan you have created to allow callers to hear a
message before being connected.
Assigning agent options to callback plans
After you have assigned agent messages for either voice or Web callbacks, you will need to assign agent
options to your callback plans.
To assign Agent Options to Callback Plans
1. From the Manage=>Actions=>Callback window, click the Agent Options tab.
The Agent Options tab opens.
2. Select a DTMF digit (0-9, *, #) that agents will type to invoke each of the following options:
• Listen to caller’s message/name. The default digit is 1.
• Connect to the telephone number. The default digit is 2.
• Requeue the callback request. The default digit is 3.
• Reject the callback request (to delete the callback request from the queue). The default digit is
4.
• Replay the agent instruction message. The default digit is 5.
Setting callback plan parameters
To set callback plan parameters
1. From the Manage=>Actions=>Callback window, click the Parameters tab.
2. After Callback destination, type the extension number or hunt group number to connect to an agent.
If you are supporting more than one PBX with Intelligent Queue, select the callback destination PBX.
CAUTION: Typing 0 enables the caller to record infinitely long messages which can consume large
amounts of hard drive space.
3. After Client Recording Timeout (seconds), type the time limit within which the caller must record the
callback message (in seconds).
The default value is 600 seconds. The value can range from 1 to 3600 seconds.
4. After No answer timeout for agent, type the time limit (in seconds) a callback port will wait for an
agent to answer.
The default is 120 seconds.
5. After No answer timeout for clients, type the time limit (in seconds) a callback port will wait for a
client to answer.
The default is 15 seconds.
6. After Number of attempts to contact client, type the maximum number of times Intelligent Queue
will attempt to return the client’s call.
The default is three times.
7. After Retry interval between contacting client, type a number (of minutes).
The default is 30 minutes.
8. After Minimum number of digits required to place an external call, type a number.
The default is 7.
9. After Leading digit(s) required to call back external clients, type the digit required to access an
external phone line, if required.
The default is 9.
10. After Minimum number of digits required for a valid callback, type a number.
The default is 7.