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Call Queue
Queues can be combined with the "call forwarding," "pickup" and "hunt group"
functions, for example, in order to configure an enquiry station for an operator.
16.1.1 Activation of Queues
Queues can be activated on a per user group basis. On delivery the default set, for
all preset groups, is off.
When using queues, it often makes sense to activate call waiting protection. For
this purpose, Call waiting protection authorisation must be allocated to the user
group, and call waiting protection must be activated on the terminal.
Furthermore it is sensible to combine queues with the Announcer at busy
function. When a caller calls a subscriber who is busy then they will hear a "central
welcoming text", for example, "Here is company XYZ. You will be immediately con-
nected". The function Announcer at busy can be set in the Telephony: Call Dis-
tribution: Incoming or Telephony: Call Distribution: Incoming DDI menu.
Central welcoming texts can be recorded using the programme package Open-
Voice.
You should configure a new user group (e.g. "Operators") and activate the authori-
sations Call queue, Call waiting protection and, if necessary, Call forwarding. If
users belong to this group, a queue will be activated automatically for all tele-
phone numbers assigned to them.
16.1.2 Call Forwarding
Forwarded calls of the forwarding type "Immediately" and "On busy" have priority
over queues. The queue of the forwarding telephone is not used for forwarding
calls in this manner.
During the configuration of this type of call forwarding, the contents of the queue
are not transferred to the target terminal. If there are still calls in the queue when
the call forwarding function is activated, these calls can only be accepted on the
source terminal.
Note: As calling fax machines often operate with the "voice"
service indicator (e.g. on analogue ports), you should assign
ports for fax machines on the OpenCom 100 to a user group
without a queue.
Introduction
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