Incoming Calls
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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:
You can answer these calls as described in
“Answering a Call” on page 35
.
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 113
) 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. The Call
Queue key 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 55
.
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.
Queued Calls
Graham Bell 232-555-0176 3:01
Charlie Johnson 212-555-0154 2:58
Mary Williams 706-555-0162 2:47
Linda Miller 317-555-0129 2:32
ABC Accountants 305-555-0134 1:44
Unknown Caller 443-555-0625 1:24
Milford Taxi 732-555-7318 0:35
Use or to scroll, then press
Retrieve to answer the call.
1/10
Retrieve
Call
Queue
