Introduction
170
Call Queue
When the maximum number of calls in the queue is reached, further callers
hear a busy tone.
Note:
As calling fax machines often operate with the “voice” service
indicator (e.g. on analogue ports), you should assign ports for
fax machines on the Forum 523/524 to a user group
without
a
queue.
Queues can be combined with the “call forwarding,” “pickup” and “hunt
group” functions, for example, in order to configure an enquiry station for an
operator.
Activation of Queues
Queues can be activated on a per user group basis. On delivery the default
set, for all preset groups, is
off
.
When using queues, it often makes sense to activate call waiting protection.
For this purpose,
Call waiting protection
authorisation must be allocated to
the user group, and call waiting protection must be activated on the terminal.
Furthermore it is sensible to combine queues with the
Announcer at busy
function. When a caller calls a subscriber who is busy then they will hear a
“central welcoming text”, for example, “Here is company XYZ. You will be
immediately connected”. The function
Announcer at busy
can be set in the
Telephony: Call Distribution: Incoming
or
Telephony: Call Distribution:
Incoming DDI
menu. Central welcoming texts can be recorded using the
programme package Forum Voicemail.
You should configure a new user group (e.g. “Operators”) and activate the
authorisations
Call queue
,
Call waiting protection
and, if necessary,
Call
forwarding
. If users belong to this group, a queue will be activated automati-
cally for all telephone numbers assigned to them.
Call Forwarding
Forwarded calls of the forwarding type “Immediately” and “On busy” have
priority over queues. The queue of the forwarding telephone is not used for
forwarding calls in this manner.
During the configuration of this type of call forwarding, the contents of the
queue are
not
transferred to the target terminal. If there are still calls in the
