Call Queue; Introduction - Aastra OpenCom 100 Series Mounting And Commissioning User Manual

Call Queue

Call Queue

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 or Music on Hold, if
the Music on hold upon call transfer setting is activated.
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. If the Courtesy Service setting is activated, calls will not be
cleared from the queue!
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 Aastra 6775 (OpenPhone 75) or OpenPhone 65 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
Aastra 6775 (OpenPhone 75) / OpenPhone 65 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 100 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 indi-
vidually 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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