Epygi Quadro2x Administrator's Manual page 50

Quadro Baseline
Call Queue
This feature allows keeping multiple incoming calls in the queue when being on the line and to answer calls in the order they have been received.
The usage of this service is not limited to receptionist only and can also be used by the extension user, if configured correspondingly.
The configuration of the Call Queue feature is done from the
call queue appearance is defined. When the Call Queue service is enabled, the second arriving call to the receptionist/extension user will be either
set into the queue (if call queue appearance is 1) or will be ringing in the background of the active call (if call waiting is enabled for the user and the
call queue appearance value is greater than 1). If the call ringing in the background isn't answered, it will be transferred to the user's voice mailbox
or, if no answer forwarding is enabled, it will be forwarded to the corresponding destination.
If the call is set into the queue, the caller will hear a message asking them to wait until the call will be answered. Once the receptionist or extension
user terminates the call, the next call in the queue will ring to the user.
Most IP phones provide a possibility for the receptionist or extension user to monitor the call queue and the members in it even while being on a call.
Some IP phones have a lamp indication when there is at least one caller in the call queue (for Snom360 IP Phone, it is the Messages lamp).
Additionally, IP phones have an appropriate button (for Snom360 IP Phone, it is the Retrieve button) which allows the receptionist or extension user
to get information about the total number of callers in the queue and the name/phone number of the last caller.
For regular FXS users, indication about the callers in the queue is through the Call Waiting service (see Manual III-Extension Users Guide). When a
new caller arrives to the call queue, the phone display (if available) of the phone connected to the FXS will display the total number of callers in the
queue along with the name/phone number of the last caller.
Extension Status
Quadro provides the possibility of controlling and determining the actual state of the managers phones' through the receptionist's IP phone
(configuration of the IP phone is done automatically by Quadro through the Receptionist Phone Configuration Wizard). A programmable key on the
receptionist's IP phone that is assigned to the corresponding manager will blink when an incoming call to the manager's phone is currently ringing.
The key lamp will be ON when manager is on a call and will be OFF if the manager's phone is in the idle state. The extension status can be watched
(viewed) by the receptionist to determine the availability of managers for incoming call transfers to them.
Call Interception
The functionality of this service is limited to the capabilities of the Snom360 IP phone currently used as the official hardware for the Receptionist
Management on the Quadro. To use Call Interception service, the managers' phones watch option should be enabled and each manager should
have a programmable key assigned on the receptionist's IP phone. This is performed automatically by Quadro through the Receptionist Phone
Configuration Wizard.
When an incoming call addressed to the certain manager comes in, the receptionist can see the corresponding programmable key blinking and the
caller's ID (for Snom360 only) on the phone's display. The receptionist is able to intercept the incoming call by pressing the blinking key. The caller
will then be connected to the receptionist. If the receptionist does not answer the call addressed to the manager, and if the manager does not answer
it either, the call will be directed to the manager's voice mailbox if it is enabled. If the manager's voice mailbox is not enabled, the call will be
disconnected.
Voicemail Transfer
Quadro allows the receptionist or extension user to forward incoming calls directly to the voice mail of the other attached extension. To do so, an
appropriate routing pattern should be added to the Call Routing table. Hence, when transferring a call to the assigned extension, incoming call will
directly go to the extension's voice mailbox.
Multi-Company Receptionist
Quadro provides the possibility to use a single IP phone (Snom 360) to manage the receptionist's features for multiple companies at the same time.
To do so, the incoming line appearance for the phone should be created, attached to the IP line of the IP phone and be labeled to the corresponding
company name. Being busy with a call related to one company, the receptionist is able to also receive the calls related to other companies. While
calls are ringing in the background, the receptionist can switch between the incoming calls. If the receptionist does not answer the incoming calls,
and if the Call Queue service is enabled on the extensions, the incoming calls will be stored in the queue specific for each company line.
The Receptionist Management page allows you to configure
IP phones to be used as a receptionist on the Quadro. This
page contains the list of configured receptionists with
information about the attached IP lines and watched extensions.
Quadro2x, Quadro2xi; SW Version 4.0.x
Quadro2x Manual II: Administrator's Guide – Administrator's Graphical User Interface
E xtensions Management
2 8 9 H
– Edit Entry page where the length of the call queue and the
Fig. II-85: Receptionist Management page
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