Call Queue is a service that allows multiple incoming calls to be kept in the queue when being on the line and enables the calls to be answered in the order they have been received. This feature can be also used within Receptionist Services.
The Call Queue Settings page consists of the following components:
The Enable checkbox activates the Call Queue functionality on the extension.
The Call Queue Size text field requires the length of the call queue. This is the maximum number of calls that will be accepted into the queue and kept on hold while the extension user is on a call. If a maximum number of calls are already held in the call queue, the next incoming call will be routed to the extension's Voice Mail, if enabled, or will be disconnected.
Note: By configuring Call Queue size, Call Forwarding if Busy and Voice Mail telephony services will not take effect on the corresponding extension until the call queue is not filled. These telephony services will affect only the calls out of the call queue.
The Max Calls Presented to Extension text field requires the maximum number of active calls on the line. For example, if 1 is configured in this field and extension is in use, the next incoming call will go to the call queue. If 2 is configured in this field and extension is in use, the next incoming call alert will be heard in the background (if Call Waiting service is enabled on the corresponding extension) and the extension will hold the first call to answer the second one or they can be joined for a call conference. However, the next incoming call will again go to the call queue.
The Enable Redirection checkbox is used to enable the call redirection to the other destination after some time spent in the queue. This will avoid the caller to wait in the queue for too long. This checkbox selection enables the following components:
Call Queue Message Repetition Count text field requires the number of call queue messages (played during the caller is in the queue) after which the call in the queue will be automatically redirected to the destination defined below.
Call Type lists the available call types:
PBX - local calls to QX200 extensions. SIP - calls through a SIP server. PSTN - calls to a global telephone network. Auto - used for undefined call types. The destination (independent on whether it is a PBX number, a SIP address or a PSTN number) will be reached through the Call Routing Table.
The Address text field is used to define the address where the call will be redirected. The value in this field is strictly dependent on the Call Type defined in the same named drop down list. If the PBX call type is selected, the QX200 extension number should be defined in this field. For the SIP call type, the SIP address should be defined, for the PSTN call type, the PSTN user number should be defined here. For the Auto call type, a routing pattern needs to be defined.
The SIP-Clipboard button at the end of the line can be used only when SIP is selected in the Call Type drop down list. It opens a small window where one of the previously entered 10 SIP addresses can be automatically selected again. If the address already exists in the table, selecting Save will cause the error "Caller address already exists". Wildcard is allowed in this field.
The ZeroOut Redirection radio buttons are used to enable the call redirection to the extension voice mailbox or other destination after some time spent in the queue.
This will avoid the caller to wait in the queue for too long.
The Voice Mail radio button selection allows the user to redirect the call to the extensions voicemail.
The second radio button selection allows the callers to redirect the call to the specified destination instead of holding in the extension's queue.
The caller will then be automatically transferred to the destination specified in this page. This selection activates the following fields to be inserted:
Call Type lists the available call types:
PBX - local calls to QX200 extensions.
SIP - calls through a SIP server.
PSTN - calls to a global telephone network.
Auto - used for undefined call types. The destination (independent on whether it is a PBX number, a SIP address or a PSTN number) will be reached through the Call Routing Table.
The Address text field is used to define the address where the call will be redirected. The value in this field is strictly dependent on the
Call Type defined in the same named drop down list. If the PBX call type is selected, the QX200 extension number should be defined in this field.
For the SIP call type, the SIP address should be defined, for the PSTN call type, the PSTN user number should be defined here. For the Auto call type, a routing pattern needs
to be defined. The SIP-Clipboard button at the end of the line can be used only when SIP is selected in the Call Type drop down list. It opens a small window where one of the
previously entered 10 SIP addresses can be automatically selected again. If the address already exists in the table, selecting Save will cause the error
"Caller address already exists". Wildcard is allowed in this field.
Please Note: To activate the ZeroOut Redirection feature, the caller should dial 0 digit.
Upload new call queue welcome message allows updating the active Call Queue welcome message (played when a caller joins the extension's call queue), downloading it to the PC, or restoring the default one.
The Remove call queue welcome message functional link appears only when the custom call queue welcome message is already uploaded and is used to remove it and restore the default call queue welcome message.
The Download call queue welcome message functional link appears only when the custom call queue welcome message is already uploaded and is used to download it to PC and opens the file chooser window where the saving location can be specified.
Upload new call queue message allows updating the active call queue message (played when a caller is being held in the queue), downloading it to the PC, or restoring the default one.
The Remove call queue message functional link appears only when the custom call queue message is already uploaded and is used to remove it and restore the default call queue welcome message.
The Download call queue message functional link appears only when the custom call queue message is already uploaded and is used to download it to PC and opens the file chooser window where the saving location can be specified.
The Browse buttons open the file chooser window to browse for a new Call Queue welcome message file. The uploaded file needs to be in PCMU (CCITT u-law, 8 kHz, 8 bit Mono) wave format, otherwise the system will prevent uploading it with the "Invalid audio file, or format is not supported" warning message. The system also prevents uploading if there is not enough memory available for the corresponding extension, which will cause the "You do not have enough space" warning message.