QX50/QX200/QX2000; (SW Version 6.0.x) 58
QX50/QX200/QX2000 Manual II: Administrator’s Guide
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Polycom SoundPoint IP 650
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• Polycom SoundPoint IP 650 Pre - 3.3.0
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Polycom SoundPoint IP 670
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Polycom SoundPoint IP 670 Pre - 3.3.0
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The following services are available to the receptionist:
• Call Queue
• Extension Status
• Call Interception
• Voicemail Transfer
• Multi-Company Receptionist
Call Queue
This feature allows keeping multiple incoming calls in the queue when being on the line and to answer calls in the order they have been received. The
usage of this service is not limited to receptionist only and can also be used by the extension user, if configured correspondingly.
The configuration of the Call Queue feature is done from the
Extensions Management - Edit Entry page where the length of the call queue and the call
queue appearance is defined. When the Call Queue service is enabled, the second arriving call to the receptionist/extension user will be either set into the
queue (if call queue appearance is 1) or will be ringing in the background of the active call (if call waiting is enabled for the user and the call queue
appearance value is greater than 1). If the call ringing in the background isn’t answered, it will be transferred to the user’s voice mailbox or, if no answer
forwarding is enabled, it will be forwarded to the corresponding destination.
If the call is set into the queue, the caller will hear a message asking them to wait until the call will be answered. Once the receptionist or extension user
terminates the call, the next call in the queue will ring to the user.
For regular FXS users, indication about the callers in the queue is through the Call Waiting service (see Manual III-Extension Users Guide). When a new
caller arrives to the call queue, the phone display (if available) of the phone connected to the FXS will display the total number of callers in the queue along
with the name/phone number of the last caller.
Extension Status
QX IP PBX provides the possibility of controlling and determining the actual state of the managers phones’ through the receptionist’s IP phone
(configuration of the IP phone is done automatically by QX IP PBX through the Receptionist Phone Configuration Wizard). A programmable key on the
receptionist’s IP phone that is assigned to the corresponding manager will blink when an incoming call to the manager’s phone is currently ringing. The
key lamp will be ON when manager is on a call and will be OFF if the manager’s phone is in the idle state. The extension status can be watched (viewed) by
the receptionist to determine the availability of managers for incoming call transfers to them.
Call Interception
To use Call Interception service, the managers’ phones watch option should be enabled and each manager should have a programmable key assigned on
the receptionist’s IP phone. This is performed automatically by QX IP PBX through the Receptionist Phone Configuration Wizard.
When an incoming call addressed to the certain manager comes in, the receptionist can see the corresponding programmable key blinking and the caller’s
ID on the phone’s display. The receptionist is able to intercept the incoming call by pressing the blinking key. The caller will then be connected to the
receptionist. If the receptionist does not answer the call addressed to the manager, and if the manager does not answer it either, the call will be directed to
the manager’s voice mailbox if it is enabled. If the manager’s voice mailbox is not enabled, the call will be disconnected.
Kickback
QX IP PBX allows the receptionist to forward the incoming calls to the manager’s extension and if there is no answer or if the called extension is busy on
another call, the call is returned to the receptionist’s phone, instead of getting into Voice Mail Service or being disconnected. To use this service,
receptionist should simply transfer the incoming call to the local extension. In case of no answer or busy, the call will automatically get back to the
receptionist.
Voicemail Transfer
QX IP PBX allows the receptionist or extension user to forward incoming calls directly to the voice mail of the other attached extension. To do so, an
appropriate routing pattern should be added to the Call Routing table. Hence, when transferring a call to the assigned extension, incoming call will directly
go to the extension’s voice mailbox.
Multi-Company Receptionist
QX IP PBX provides the possibility to use a single IP phone to manage the receptionist’s features for multiple companies at the same time. To do so, the
incoming line appearance for the phone should be created, attached to the IP line of the IP phone and be labeled to the corresponding company name.
Being busy with a call related to one company, the receptionist is able to also receive the calls related to other companies. While calls are ringing in the
background, the receptionist can switch between the incoming calls. If the receptionist does not answer the incoming calls, and if the Call Queue service is
enabled on the extensions, the incoming calls will be stored in the queue specific for each company line.
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