Configuring queue monitoring for hunt groups

Last Updated : Mar 10, 2024 |

About this task

You can configure queue monitoring for a specific hunt group. You can configure and monitor up to eight queues. One of the queues is configured as a recall queue. The recall queue shows calls that have been queued, answered, and then transferred. In this case, the transferred call was not answered. Instead of being returned to the original queue, these types of calls are placed into a new queue called Recall.





Before you begin

An administrator must configure a hunt group on the telephone system with queuing enabled.

Procedure

  1. Click Preferences Preferences.
  2. Select Queue mode.

    Details of queues being monitored display on the screen. You can see the alarm thresholds for each queue. The alarm thresholds are the number of calls and the longest waiting call.

  3. To add or edit a queue:
    1. Click New to add a new queue to monitor.
    2. Click Edit to modify the settings of the selected queue.
    3. Select the appropriate queue type from the Queue Name drop-down menu.
    4. Select the shortcut key combination for the queue from the Shortcut drop-down menu.
    5. Select the appropriate alarm settings for the queue.

      For more information about alarm settings, see Alarm setting field descriptions.

  4. To delete the selected queue, click Delete.
  5. To adjust the order of queues in the display:
    1. Select the queue you want to move.
    2. Click Move Up and Move Down as required.
  6. Optional In the Color preferences section, change the colors that the queue uses for normal conditions and alarm conditions.
  7. Optional Configure alarm handling to define what happens when a queue goes over the alarm threshold.

    You can select one of the following alarm handling options:

    • Automatically restore IP Office SoftConsole

    • Ask me whether to restore IP Office SoftConsole

    • Ignore the alarm