Introduction
Call Queue
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Call Queue
Introduction
A queue can be activated for the telephone numbers of any type of telephone,
i.e. for system, analogue, ISDN and DECT telephones. If a call number with a
queue is busy, calls to this number enter the queue. The caller first hears an
announcement (if function “Announcer at busy” is configured) and then a dial
tone or Music on Hold, if the
Music on hold upon call transfer
setting is acti-
vated.
Calls which remain in the queue for too long are cleared from the queue. The
caller then gets a busy tone. If all the positions in the queue are taken then
any further calls also hear the busy tone. If the
Courtesy Service
setting is
activated, calls will not be cleared from the queue!
The time until an external call is cleared from a queue is defined by the
network operator. In the most European countries this is usually three
minutes.
If more than one telephone number (e.g. trunk or team keys) has been
configured for a telephone, separate queues are used for each number.
On the Forum Phone 535 or Forum Phone 536 system telephone, additional
calls are signalled by a brief tone in the loudspeaker and in the display. If calls
are in the queue, a number at the beginning of the second line of the display
on the Forum Phone 535 / Forum Phone 536indicates how full the queue is.
If more than one telephone number with a queue is configured on the tele-
phone, the total number of entries are displayed.
Calls in a queue are handled by the Forum 523/524 in the following order of
priority: instant connection, door calls, automatic recalls, VIP calls, then other
internal and external calls. Door calls thus have priority over other calls, for
example. Calls of the same priority level are switched in the order of their
arrival.
The system administrator sets the number of calls that can be placed in a
queue individually for each user group. The value can lie between “0” and
“99”. The “0” value deactivates the ”Call queue” function for a user group.
