Features
Call Queues
Calling groups can receive outside, inside, and transferred
calls. Outside callers dial the published telephone number for
the group. Inside callers dial the extension number for the
group. The system operator or any other user can transfer a
call to the extension number for the group.
If all agents in the calling group are unavailable, calls are
automatically put in queue. As agents become available,
calls are put through to the agents’ telephones on a first-in,
first-out basis.
Your system can use the following three queue features to
facilitate the handling of calls in queue:
■ Delay Announcement
■ Calls-in-Queue Alarm
■ Overflow Coverage
Delay Announcement
Callers waiting in queue can be greeted by an announcement
that explains the delay: "All our agents are busy; your call will
be handled by the next available agent." This announcement
is recorded on an announcement device, similar to an
answering machine, which answers the call and plays the
recorded message. Calling groups can share announcement
devices.
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Call Queues
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