Configuring external agent settings for phone queues

You must have rights to modify the queue or to create queues.

You use this procedure to configure settings related to the external agent function of phone queues.

For more information about this function, see External Agent Function.

  1. On the System Configurator main screen, choose Queue Management > Queues.
  2. Search for the queue whose settings you want to configure.

    The search result list appears.

  3. Choose the queue by double-clicking it.
  4. Choose External Agent.

    The asterisk (*) in the setting names indicates that the external agent settings have been defined at the system level. Place the cursor on the setting, and the tooltip displays the system value.

    The Not Defined option is selected in the Require Confirmation field. This indicates that the setting is not defined at the queue level and the system default value is used. To configure this setting and other external agent settings for a particular queue, see the system services for setting descriptions.

  5. Save your entries.