Incoming Calls
45
Synapse SB67020/SB67025 Deskset User’s Guide
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Answering Calls in the Call Queue
Your system administrator may have set up your Deskset as a Call Queue Agent.
Incoming calls are directed to your Deskset and all other assigned Call Queue Agents.
Answering Calls from Idle Mode
When your Deskset is idle, incoming Call Queue calls ring at your extension and at all
other idle Call Queue extensions.
To answer a call in the Call Queue:
1. Answer incoming Call Queue calls as described in
“Answering a Call” on page 39
.
If no one answers an incoming call from the Call Queue, it rings indefinitely. Call
Forward–No Answer rules (see
“Call Forward All and Call Forward–No Answer” on
page 109
) do not apply to calls that are directed to Call Queue extensions.
Viewing the Queued Calls List
When all Call Queue Agents are busy, incoming calls are held in the Call Queue. If your
system administrator has set a programmable feature key as a Call Queue key, the LED
flashes orange slowly when calls are waiting in the Call Queue. You can view and answer
queued calls from the
Queued Calls
list. For more information, see
“Accessing the
Queued Calls List” on page 59
.
This feature applies to Call Appearance mode only.
Your system administrator can configure a wrap-up time, which defines a period
during which your Deskset will not ring for another queued call after you
complete a Call Queue call.
Depending on how your system is set up, calls from the Call Queue may ring at
your Deskset while you are on a call that isn’t from the Call Queue.