Bizfon 7000 User's Guide download pdf (Page 69)

System Administration Guide Call Queues

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Revised: August 5, 2005 Page 65

17 Call Queues

Note that this is an optional feature that requires a feature key.

Call queues are useful when incoming calls may not be able to be immediately answered “live”, but will be able

to be answered after some delay. The incoming calls go into a “hold” queue and agents (people responsible

for answering calls from a queue) can answer each call in first-in-first-out (FIFO) order. The Bizfon IP2 phone

provides rich support for working with call queues. All other phones provide only very limited ability to work

with this feature.

Some of the available features are:

• The caller will hear an initial greeting message when entering the queue. In addition, a status message

will replay periodically to all calls in the queue. The replay interval can be configured. These

messages can be system default messages or custom messages.

• Using an Bizfon IP2 phone, an agent can login (or logout) his phone to the group responsible for

handling a particular call queue. Once logged in, his phone may ring when calls are in the queue, he

can monitor the status of the queue, and he can answer calls in the queue. The conditions under which

the agent’s phone will ring can be configured, thus providing significant flexibility in managing the call

queue.

• A queue can be configured with a maximum call wait time after which a call can be hung up, transferred

to an auto attendant, or transferred to a specified user’s voice mail.

To be able to use call queues:

• The feature key must be installed.

• The queue must be configured.

• The agent’s Bizfon IP2 phone must be configured.

• The agent must login his phone and answer calls in the queue.

• The system must be configured to route calls to the queue.

17.1 Configuring a Queue

The first step in using call queues is to configure one of the queues. Go to the Phone System / Call Queues

page. You will see a page like this:

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Bizfon 7000 User's Guide Page 69