Call Queue Examples of Use
If a call is to be forwarded “After delay”, it enters the queue. If the call has not been answered before the delay period expires, it will be forwarded to the target terminal and can then be answered there.
15.1.3 Pickup
The functions “Pickup” (from a pickup group) and “Pickup selective” can be used together with queues. A user who accepts a call using “Pickup” or “Pickup selective” picks up the next call from the queue.
15.1.4 Hunt Groups
Hunt groups of the “parallel” type are usually used together with queues, with the queues of each telephone in the group being synchronised to each other. When a call to the number of the hunt group arrives, the call enters all parallel queues. If a call from one of the queues is answered, it is removed from all other parallel queues.
15.2
Examples of Use
15.2.1 Enquiry Station for an Operator with Two
System Telephones
The operator switches all incoming calls and can either work on the
OpenPhone 65/OpenPhone 75 or the mobile terminal, the OpenPhone 27.
Configuration
■ Configure the system access or access for multiple terminals under PBX Configuration: Ports: S
0
.
■ Configure the OpenPhone 65/OpenPhone 75 and e.g. a RFP 22/24 under PBX
Configuration: Ports: U pn
.
■ Configure a trunk key for the OpenPhone 65/OpenPhone 75 under PBX Configuration: System telephones .
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Call Queue Examples of Use
■ Configure the OpenPhone 27 under PBX Configuration: Ports: DECT-PP and assign the OpenPhone 27 its own telephone number. Check in the
OpenPhone 27.
■ Under PBX Configuration: Call Distribution: Incoming or PBX Configuration: Call Distribution: Incoming PTP route all incoming calls to the number of the OpenPhone 65/OpenPhone 75 trunk key.
■ In the Configurator , create a new group called “Operators” under User
Manager: User groups . Activate “Call queue”, “Call waiting protection” and
“Call forwarding” for this group and set the Dial out: External option appropriately.
■ Create a user called “Operator 1” under User Manager: User . Assign this user to the “Operators” user group. Assign the telephone numbers of the
OpenPhone 65/OpenPhone 75 trunk key and the number of the mobile
OpenPhone 27 to this user.
■ Activate
Call wait. prot.
(call waiting protection) on both terminals in the
Protection
menu.
■ Configure a function key on the OpenPhone 65/OpenPhone 75 which activates/deactivates a “call forwarding immediately” to the telephone number of the mobile OpenPhone 27 (in the menu
Call diversion: Divert phone: Immediately
).
Use
Incoming calls are routed to the OpenPhone 65/OpenPhone 75 manned by the operator, who then puts the calls through. A queue is used so that callers do not get a busy signal. The display on the OpenPhone 65/OpenPhone 75 indicates how many calls there are in the queue.
If the operator wants to leave the workstation and take along the enquiry station, call forwarding to the OpenPhone 27 is activated by pressing a function key. Calls which are in the OpenPhone 65/OpenPhone 75 queue must still be answered on this telephone. New calls are signalled on the mobile OpenPhone 27 or enter its queue, allowing the OpenPhone 27 to be used as a mobile enquiry station.
On returning to the workstation, the operator deactivates call forwarding by pressing a function key. Calls which are already in the queue are switched on the mobile OpenPhone 27. New calls are signalled on the OpenPhone 65/
OpenPhone 75 or enter its queue.
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