Wait Timer Email?

[JasonTL]

Is there a way through the controller or an application to send an email once an ACD call queue wait timer reaches a certain time? For example if someone is waiting in a ACD queue for 10 minutes, generate an email to notify management of a long wait time? I know other PBX's have this option, but I cannot find anything from Mitel. Thanks in advance. For reference we are on software version 8.0 SP3 and have Micollab and PrarieFyre.

[JasonTaylor]

Is there a way through the controller or an application to send an email once an ACD call queue wait timer reaches a certain time? For example if someone is waiting in a ACD queue for 10 minutes, generate an email to notify management of a long wait time? I know other PBX's have this option, but I cannot find anything from Mitel. Thanks in advance. For reference we are on software version 8.0 SP3 and have Micollab and PrarieFyre.

You can set up an alert device on a queue basis, which can be a separate key on a phone(s) that either flashes or rings.

[JasonTL]

Thank you. Yes we are currently using the Alert setup. We are in the process of bringing our after hours tech support in house. Currently the company we use for after hours support send these emails to management if the queue wait time reaches 10 minutes. After we bring everything in house onto our Mitel, they want the same email notification if possible.