NEC UX5000, Manual

Page: 102 / 588

Call Queuing
84
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Chapter 2: Features UX Mail Manual
Call Queuing
Description
Automated Attendant callers can wait in line (without hanging up) for a busy extension to become free.
Voice mail tells the caller their place in queue while they wait. While the caller is in queue, voice mail plays
a Music on Hold program and periodically announces their position in line. The caller can continue to wait,
leave a message for the called extension, go back to the Automated Attendant for other options, or hang up.
With Call Queuing, the Automated Attendant caller will know they have not been forgotten while they wait
– and will be reminded as their wait time shortens.
Here’s how Call Queuing works:
1. An Automated Attendant caller dials a busy extension (that has Call Queuing enabled).
2. Voice mail tells the caller how many other caller’s are waiting ahead of them, and offers 3 choices:
- Dial 1 to leave a message.
- Dial 2 to wait for the extension to become free.
- Dial 3 to go back to the Automated Attendant for other options. (The caller then hears the active
Call Routing Mailbox’s Instruction Menu message.)
If the caller dials 2 to wait for the extension to become free:
1. Voice mail waits for the Call Queuing Hold time (see Programming below) and tries the extension again.
- While voice mail retires the extension, the caller hears, “ Please continue to hold. I will try to con-
nect you.”
2. If the extension is available, voice mail puts the call through.
OR
If the extension is unavailable:
- The next caller in line hears, “ (Name or extension number) is still busy. You are the next caller for the
extension. You may continue to wait. Or, to leave a message, press 1 . For other options, press 2 .”
- All other waiting callers hear, “(Name or extension number) is still busy. There are/is (position)
caller(s) waiting ahead of you. You may continue to wait. Or, to leave a message, press 1 . For other
options, press 2 .”
The caller can:
- Do nothing and continue to wait.
- Dial
1 to leave a message in the extension’s mailbox.
- Dial 2 to go back to the Automated Attendant for other options. (The caller hears the active
Call Routing Mailbox’s Instruction Menu message.)
Notes:
●
Each caller waiting for a busy extension ties up a voice mail port for the duration of their wait. Always
consider this when sizing your voice mail system.
● To obtain the highest possible Music on Hold recording quality, consider using a a customer-provided
handset recording device connected to the administrator’s terminal.
Related Features
Call Announcing (page 78)
When an Automated Attendant caller dials a subscriber’s extension, Call Announcing can broadcast their
name to the extension user (who can then either accept or reject the call).
Call Waiting (page 95)
Automated Attendant callers can wait in line (without hanging up) for a busy extension to become free.
Voice mail sends a beep to the busy extension letting them know a call is waiting.
Music On Hold (page 233)
When an Automated Attendant caller uses Call Queuing to wait for a busy extension to become free,
voice mail plays a Music on Hold program and periodically announces their position in line.