Below are described the services available within the receptionist functionality on the QX200.
Call Queue
This feature allows keeping multiple incoming calls in the queue when being on the line and to answer calls in the order they have been received. The usage of this service is not limited to receptionist only and can also be used by the extension user, if configured correspondingly.
The configuration of the Call Queue feature is done from the Call Queue Settings page, where the length of the call queue and the call queue appearance is defined. When the Call Queue service is enabled, the second arriving call to the receptionist/extension user will be either set into the queue (if call queue appearance is 1) or will be ringing in the background of the active call (if call waiting is enabled for the user and the call queue appearance value is greater than 1). If the call ringing in the background isn't answered, it will be transferred to the user's voice mailbox or, if no answer forwarding is enabled, it will be forwarded to the corresponding destination.
If the call is set into the queue, the caller will hear a message asking them to wait until the call will be answered. Once the receptionist or extension user terminates the call, the next call in the queue will ring to the user.
For regular FXS users, indication about the callers in the queue is through the Call Waiting service. When a new caller arrives to the call queue, the phone display (if available) of the phone connected to the FXS will display the total number of callers in the queue along with the name/phone number of the last caller.
Extension Status
QX200 provides the possibility of controlling and determining the actual state of the managers phones' through the receptionist's IP phone (configuration of the IP phone is done automatically by QX200 through the Receptionist Phone Configuration Wizard). A programmable key on the receptionist's IP phone that is assigned to the corresponding manager will blink when an incoming call to the manager's phone is currently ringing. The key lamp will be ON when manager is on a call and will be OFF if the manager's phone is in the idle state. The extension status can be watched (viewed) by the receptionist to determine the availability of managers for incoming call transfers to them.
Call Interception
To use Call Interception service, the managers' phones watch option should be enabled and each manager should have a programmable key assigned on the receptionist's IP phone. This is performed automatically by QX200 through the Receptionist Phone Configuration Wizard.
When an incoming call addressed to the certain manager comes in, the receptionist can see the corresponding programmable key blinking and the caller's ID on the phone's display. The receptionist is able to intercept the incoming call by pressing the blinking key. The caller will then be connected to the receptionist. If the receptionist does not answer the call addressed to the manager, and if the manager does not answer it either, the call will be directed to the manager's voice mailbox if it is enabled. If the manager's voice mailbox is not enabled, the call will be disconnected.
Kickback
QX200 allows the receptionist to forward the incoming calls to the manager's extension and if there is no answer the call is returned to the receptionist's phone, instead of getting into Voice Mail Service or being disconnected. To use this service, receptionist should simply transfer the incoming call to the local extension. In case of no answer, the call will automatically get back to the receptionist.
Voicemail Transfer
QX200 allows the receptionist or extension user to forward incoming calls directly to the voice mail of the other attached extension. To do so, an appropriate routing pattern should be added to the Call Routing table. Hence, when transferring a call to the assigned extension, incoming call will directly go to the extension's voice mailbox.
Multi-Company Receptionist
QX200 provides the possibility to use a single IP phone to manage the receptionist's features for multiple companies at the same time. To do so, the incoming line appearance for the phone should be created, attached to the IP line of the IP phone and be labeled to the corresponding company name. Being busy with a call related to one company, the receptionist is able to also receive the calls related to other companies. While calls are ringing in the background, the receptionist can switch between the incoming calls. If the receptionist does not answer the incoming calls, and if the Call Queue service is enabled on the extensions, the incoming calls will be stored in the queue specific for each company line.