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 then to second group with the same or different participants.
• Using the Mini call center when all agents are busy to place people 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.