Call Queue
11. Call Queue
Introduction
11.1
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.
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.
The time until an external call is cleared from a queue is defined by the network operator. In Germany this is usually two minutes and in other European countries 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 OpenPhone 65/OpenPhone 75 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
OpenPhone 65/OpenPhone 75 indicates how full the queue is. If more than one telephone number with a queue is configured on the telephone, the total number of entries are displayed.
Calls in a queue are handled by the OpenCom 107 in the following order of priority: instant connection, door calls, automatic recalls, VIP calls, then other internal and external calls. Sensor 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. When the maximum number of calls in the queue is reached, further callers hear a busy tone.
Only calls which have a “voice” service indicator are administered in a queue.
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