Bizfon 7000 User's Guide download pdf (Page 75)

System Administration Guide Call Queues

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Revised: August 5, 2005 Page 71

Commentary:

Agent 3’s phone will ring when any call has been in the queue for 3 minutes (or 5 or more callers are in the

queue). This might happen because Agents 1 and 2 are:

• Already talking to other callers in the queue.

• Away from their desk.

• Have finished with their previous call, but are in their 2 minute rest interval.

• Are ignoring their ringing Customer Support queue appearance because they are on another phone

call, talking with someone in their office, etc.

17.2.3 Logging in and out of the Queue

When an agent’s phone is not logged in to the agent group responsible for handling calls from a queue, the

queue appearance button will be red and the agent’s phone will not ring when a call is in the queue.

While not logged in to the agent group for the queue, the queue appearance PFK will flash red when a call is in

the queue. If the agent momentarily hits the queue appearance PFK while flashing red, he can answer the

next call in the queue.

To login to the agent group for that queue, hold down the queue appearance button for 1 ½ seconds. The light

on the button will then either go out if there are no calls in the queue or flash green if there are waiting calls.

To logout, hold the queue appearance button for 1 ½ seconds and the button will change to red indicating that

you are logged out.

Note that the auto-login checkbox can be checked on the queue appearance PFK configuration page so that

the agent’s phone is automatically logged in when the phone is rebooted. Then, unless the agent logs out, his

phone will always be in the agent group responsible for handling calls in that call queue.

17.3 Servicing a Queue with a Non-Bizfon IP2 Phone

As stated earlier, the call queue feature is designed to be used with Bizfon IP2 phones and all other phones

provide only a very limited ability to work with this feature. The only function a non-Bizfon IP2 phone can

participate in is answering a call that is in the queue. Any phone can do this by dialing 441X, where the last

digit is the queue number (0-9). The phone will never ring indicating that a call is waiting in the queue.

17.4 Configuring Calls To Route To the Queue

A call enters a call queue when it is routed from a system or user extension. Therefore, configuring the server

so that inbound calls enter a call queue is little different from configuring it for any inbound call routing. The

same features for the handling of any inbound call can be used to route a call to a call queue:

• The outside call can be sent to the auto attendant or route directly to the queue extension.

• If the call goes to the auto attendant, an auto attendant menu short cut can be set up to route the call to

the queue extension.

See the Call Routing section in this document for information on setting up call routes. Both user extensions

and system extensions can be set up so the call will route to a call queue.

Go to the Auto Attendant – Menu Shortcuts section of the Phone System / Auto Attendants page to set up

an auto attendant menu shortcut.

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Bizfon 7000 User's Guide Page 75