Primas CX User Guide
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  • Navigate to menu Configuration → FreedomQ →  FQ Option
  • Click Add FQ Option button
  • Enter the required information. Note:
    • Normal FQ: This is Normal FQ from FQ Config.
    • Open Hour: The time we start offering the callback.
    • Close Hour:  The close time we stop offering the callback.
    • Minimum Queue Position: If the current number of calls in a queue is over equals or overs this number and the EWT is over the minimum EWT, the system starts offering the callback. Otherwise, the system won't offer the callback to the caller.
    • Maximum Queue Position: If the number of calls in the queue is over this value, the system will stop offering the callback.
    • Minimum EWT: If EWT for a queue is over equals or overs this value (MINUTE) and the number of calls in the queue is over the minimum Queue Position number, the system starts offering the callback. Otherwise, the system won't offer the callback to the caller.
    • Maximum EWT: If the EWT for a queue is over this value (MINUTE), the system will stop offering the callback.
    • EWT Buffer: When the system offers the callback, it will prompt to the caller the EWT = the current EWT plus this buffer value.
    • Callback Caller ID: When the system callback to a customer, this phone number be will displayed as the calling number.
    • Delivery Attempts: This value tells the system how many times it will reschedule to callback if the call gets FAILED signal when system callbacks customer.
    • Delivery Interval No Answer:  This value tells the system how many times it will reschedule to callback if the call gets a NOANSWER signal when system callbacks customer.
    • Delivery Interval on Busy: This value tells the system how many times it will reschedule to callback if the call gets a BUSY signal when system callbacks customer.
    • FQ Cleanup time-frame: this value tells the system to clean up the callback token if the callback time of the token has already passed over this value (HOUR). 
    • Offer FreedomQ: indicate whether the system offers a callback to customer. This item has to be checked to offer the callback.
    • Offer Queue Position: indicates whether the system plays the queue position to customer when it offers a callback to customer.
    • Offer EWT: indicates whether the system plays the EWT information to customer when it offers a callback to customer.
  • Click Update button

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