382 Matrix ETERNITY NE System Manual
Call Chaining
What's this?
Call Chaining is when an external/internal call transferred by the Operator to another extension or external number
is made to return to the Operator's extension when the conversation between the caller and the extension/external
number to which it is transferred has ended.
Call Chaining is useful situations where the Operator intervention is required after the transferred call has ended.
For instance:
• The caller needs to take an appointment or requires some information from the Operator after talking to the
desired extension.
• A marketing executive who calls his supervisor to consult on a technical problem needs to be informed
about his travel itinerary and ticket booking by the Operator. The Operator can transfer the call to the
supervisor, and use Call Chaining to retrieve the call once the conversation has ended to give the
information to the executive.
• Call Chaining is possible only from DKP and Extended IP Phones.
• A Direct Station Selection (DSS) Key must be programmed for this function.
• Call Chaining can be set for multiple calls.
• Any DKP extension can use Call Chaining, provided it has a DSS Key for this function.
Also refer “Call Transfer”, “Call Park”.
How it works
• A is an External Caller
• B is an extension.
• A calls a Trunk of ETERNITY.
• The Operator answers the call.
• The Operator transfers the call to B and sets Call Chaining.
• B disconnects the call with A, but A is still connected.
• The call comes back to the Operator, if the Operator is free.
• Now A is in speech with the Operator.
• If A disconnects the call with C, the call will be released. It will not return to the Operator.
• If the Operator is busy, A will be played music on hold for the duration of the Call Park Release Timer.
• If the Operator is busy and the Timer elapses, the call will be released.
Call Chaining can be performed when call is transferred from a DKP to DKP, SLT or Trunk.
The process of Call Chaining would be the same if A were an internal caller and B were an external number,
or if both were external numbers or both were internal numbers.
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