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Troubleshooting Intelligent Queue issues 497
Your callers hear only a position, not a message
If your callers hear only their position in queue, for example, “3” or “2,” you did not record the Updated position
in queue message. Intelligent Queue Updated position in queue will provide the position but will not provide
the message. If you want the callers in queue to hear a messages, for example, “Your call will be answered
next” or “You are in position...” you must record the message. See “Recording voice prompts” on page 478.
Updated Position in Queue and RAD messages do not play when
expected
Updated Position in Queue logic is handled directly by Intelligent Queue whereas RAD logic is handled by the
telephone system; therefore there is an inherent limitation when combining the two technologies. Updated
Position in Queue functionality interferes with the way a RAD operates. To prevent the interference, when
Updated Position in Queue and RAD messages are played for the same queue, you must program the initial
Updated Position in Queue message to play before the first RAD message, and subsequent Updated Position
in Queue messages to play after the last RAD message.
Configure Intelligent Queue messages in the following order:
1. Updated Position in Queue 1: 5 seconds
2. RAD1: 20 seconds
3. RAD2: 20 seconds
4. RAD3: 30 seconds
5. Updated Position in Queue 2: 2 minutes
Removing Internet Explorer WebControls from a workstation
To remove the Internet Explorer WebControls from a workstation, perform the following
1. On the Windows desktop, click Start.
2. Select Settings and then click Control Panel.
3. When the Windows Control Panel appears, double-click Add/Remove Programs.
4. In the Add/Remove Programs properties dialog box, select Internet Explorer WebControls and then
click Add/Remove. The InstallShield wizard will appear.
5. Select Remove and click Next. The uninstall wizard will then remove the Internet Explorer
WebControls.