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Calling Group Features
Call Queues
Calling groups can receive outside, inside, and transferred
calls. Outside callers dial the published phone number for
group, inside callers dial the extension number for the group,
and the system operator or any other user can transfer a call
to the extension number for the group.
If all agents in the calling group are unavailable, calls are
automatically put in a queue. As agents become available, the
calls are put through to the agents' phones on a first-in,
first-out basis.
Your company can use the three features described next, to
facilitate the handling of calls in queue.
Delay Announcement
Callers waiting in queue can be greeted by an announcement
that explains the delay: "All our agents are busy; your call will
be handled by the next available agent." This announcement
is recorded on an announcement device, similar to an
answering machine, which answers the
recorded message. Calling groups can
devices.
3-6 Call Queues
call and plays the
share announcement
the
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