5.5.2 Set call deliveries
You can specify whether and how queue calls are automatically forwarded to certain agents.
 
Advanced settings for call delivery are defined by the VisualGroups administrator.
 
 
You can only change the call delivery for an agent who is assigned to a queue.
 
To specify call delivery for agents
1 Select a queue if necessary.
2 Select the Agents tab.
*The overview of the agents in the queue appears.
3 Select the Settings tab.
*The list of agents with the defined call deliveries appears.
4 Find the desired agent in the list.
5 You can change the following call delivery criteria for the agent:
Name
Description
Waiting criterion
Not active
The next queue call is forwarded to the agent regardless of the number of callers
At least n waiting
The next queue call is forwarded to the agent if there are n callers in the queue
Time criterion
Immediately
The next queue call is forwarded to the agent without delay
After n seconds
The next queue call is forwarded to the agent after the selected time
Call distribution
Active
The next queue call is forwarded to the agent according to the criteria defined by the administrator
Receive calls first
This agent becomes the first member in the queue to whom calls are forwarded
Receive calls last
This agent becomes the last member in the queue to whom calls are forwarded
Not active
Calls are not automatically forwarded to this agent
6 If required, set the call delivery criteria for additional agents.
*Your changes will take effect immediately.