Introduction

Within the system it is possible to create one or more waiting queues that can be used if:

  • User is called from external and is busy, call is transferred to waiting queue and wait until user is free.
  • Group is called from external and when group is busy, call is transferred to waiting queue and wait until a user in the group is free.
  • Using the Mini call center when all agents are busy to place callers in the queue.

 

Info

The waiting queue can only play the wav files that are on the system, there is no possibility to hear the position in the queue.

 

Create the waiting queue.

In the web-interface go to: Applications - Rerouting - Rerouting Functions.

Create a new Rerouting function.

Basic Settings:

Description: Enter a description for the redirect function.

Type of Rerouting Function: On Busy

On Busy Settings:

Size of Queue: In this field, you can configure the maximum number of subscribers on hold. The queue may include up to 10 subscribers. Additional callers get a "busy" tone. Possible values are 0 (no queue) to 10

Take Waiting Calls with: Define what callers on hold shall hear (internal or configured music-on-hold, announcement). This message will continuously be played.

Max waiting time in the queue: Define maximum time a caller can remain on hold. After expiration of this time, the caller shall be transferred to the defined redirect destination. Leave Endless  for an unlimited queue (corresponds to value 0). Disable Endless , to enter the desired value.

Further Settings: (Only active when Max time in the queue is reached)

Announcement: Select whether the incoming call will hear an announcement .

Target Number: Select the internal number to which the incoming call shall be redirected or disconnected.

Transfer with: The caller hears the defined announcement or music while her call is being transferred.

Announcement/Auto Attendant Settings:

When the above announcement is played, it is possible to dial internal numbers of codes when desired.

Call Switching:

  • Announcement without DISA (default value): The configured announcement is played. There follows either transfer to the configured internal number, or the connection is interrupted and the caller hears the busy tone.
  • DISA, dial internal numbers : The caller is prompted to enter an internal number. The call is forwarded to the number.
  • DISA, dial code numbers : The caller is prompted to enter a code number from 0 to 9. The desired internal numbers are assigned to the codes. The caller is then transferred to the configured internal number.

Number of playbacks: Select how many times the announcement shall be continuously repeated. At conclusion, the caller hears the busy tone.

Assign queue to Rerouting Applications

Next is to assign the queue to the Rerouting Applications.

Description: Enter a description for the redirect function.

Type of Rerouting Application: Extension

Switch call signalling: If needed you can use calendar.




For the requested Variant, select the queue you created.

 

 

 

 

Select the user for which you created the queue and go to: Optional Rerouting.

Select the Waiting queue you created.

When an external call arrives and the user is busy, the call will be put in the waiting queue. When the user is free, the call is transferred to this user.

The user does not hear or see that there is a caller in the waiting queue.

 

Select the group for which you created the queue and go to the Variant you would like to use.

Click on Advanced Settings

Further Rerouting: On Busy

On Busy: Select the waiting queue.

When the group is busy, the call is forwarded to the waiting queue.

 

 

 

 

 

 

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Go to the Mini Call Center and select the Lines

Select the Variant you would like to use.

Further Rerouting: On Busy

Rerouting Function: Select the waiting queue.

 

 

 

 

 

 

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