Answering Calls In The Call Queue; Answering Calls From Idle Mode; Viewing The Queued Calls List - AT&T Synapse SB67020 User Manual

Synapse SB67020/SB67025 Deskset User's Guide

Answering Calls in the Call Queue

This feature applies to Call Appearance mode only.
Your system administrator may have set up your Deskset as a Call Queue Agent.
Incoming calls are directed to your Deskset and all other assigned Call Queue Agents.

Answering Calls from Idle Mode

When your Deskset is idle, incoming Call Queue calls ring at your extension and at all
other idle Call Queue extensions.
To answer a call in the Call Queue:
1. Answer incoming Call Queue calls as described in
If no one answers an incoming call from the Call Queue, it rings indefinitely. Call
Forward–No Answer rules (see
page 109) do not apply to calls that are directed to Call Queue extensions.
Your system administrator can configure a wrap-up time, which defines a period
during which your Deskset will not ring for another queued call after you
complete a Call Queue call.
Depending on how your system is set up, calls from the Call Queue may ring at
your Deskset while you are on a call that isn't from the Call Queue.

Viewing the Queued Calls List

When all Call Queue Agents are busy, incoming calls are held in the Call Queue. If your
system administrator has set a programmable feature key as a Call Queue key, the LED
flashes orange slowly when calls are waiting in the Call Queue. You can view and answer
queued calls from the Queued Calls list. For more information, see
Queued Calls List" on page
Incoming Calls
"Call Forward All and Call Forward–No Answer" on
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"Answering a Call" on page
"Accessing the
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