Working With Queues - Avaya IP Office Phone Manager User Manual

Working with Queues

Phone Manager Users Guide
IP Office
Phone Manager Pro only. Calls to a Hunt Group is held in a queue when all
extensions that are members of the Hunt Group are busy.
If you are a member of a Hunt Group, for example "Reception" or "Sales",
you are automatically presented with calls to this group. The name of the
Hunt Group is displayed in the To field in Call Status.
You can also monitor the number of calls being held in a queue for a
particular Hunt Group. In the Queue ID tab under Configure Preferences
you can select two Hunt Groups you wish to monitor. The Hunt Group
must already exist on the System and must have Queuing enabled - please
contact your System Administrator. Each drop down box provides a list of
valid Hunt Groups to choose from.
The Queue tab then appears in Call History and displays two Queue
monitors that can be used to indicate the number of calls currently queued
for the configured Hunt Groups. Each call held in a queue is indicated by a
blue box. When the mouse pointer is moved over a Queue monitor the
number of calls in the queue is displayed in the Hint Box.
To receive a queued call
1. If you are a member of a Hunt Group a queued call is automatically
presented in Call Status and the name of the Hunt Group is displayed in
the To field. The call can be answered in the normal way.
2. To answer a call from a specific Queue double click on the Queue name
or from the Functions Menu, select PickupQueue1 or PickupQueue2.
To refuse a queued call
If you double click on the wrong Queue or are presented with a queued call
that you are temporarily unable to deal with you can use the Cancel or
Deny (Esc) function to refuse the call and return it to the queue.
40DHB0002USAR Issue 6 (03/04/2002)
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