Working With Queues - Avaya IP Office 3.2 User Manual

Working with Queues

Phone Manager Pro only.
Calls to a hunt group are held in a queue when all available extensions that are members of the hunt
group are busy or ringing. If you are a member of a hunt group you are automatically presented with
calls to the group. The name of the hunt group is shown in the To field in Call Status.
For example, a company provides a customer query number. There are 4 people who answer customer
queries. A hunt group is created called 'CustomerHelp' containing the 4 extension numbers. All calls to
the customer query number are presented to the CustomerHelp hunt group. A caller using the customer
query number rings any free extension in the hunt group. If all 4 extensions are already ringing or on a
call, the incoming call is put into a queue. When any extension in the CustomerHelp hunt group becomes
free, the longest held queued call is presented to the free extension.
In Phone Manager Pro you can also monitor the number of calls being held in a queue for a particular
hunt group. You do not have to be a member of the hunt group to monitor the number of calls being held
in a queue. You can select two hunt groups to monitor. The hunt group must already exist on the System
and must have queuing enabled. For more information, see Selecting Queues to Monitor.
When you have selected the queues that you want to monitor the Queue tab appears in the Call History
panel. The monitors are 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 tool tip. In the example there are 3
calls in a queue for the hunt group called CustomerHelp.
If you are a member of a Hunt Group a queued call is automatically presented in Call Status. The name
of the Hunt Group is shown in the To field. The call can be answered in the normal way.
To answer a call in a specific queue:
1. Click the Queue tab in the Call History panel. The queues that you are monitoring are visible.
2. Double-click on the Queue name to answer a call that the queue.

Note
You can also answer a queued call by selecting either PickupQueue1 or PickupQueue2 from the
Actions menu.
To refuse a queued call:

If you double-click on the wrong Queue or are presented with a queued call that you cannot deal
with you can use the Clear (Esc) function to refuse the call and return it to the queue.
Phone Manager User Guide
IP Office 3.2 15-600988 Issue 14b (14th June 2006)
Call Handling
Page 39