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919293949596979899100
System Administration Guide
300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
© 2007 InSciTek Microsystems, Inc. All rights reserved. Allworx is a registered trademark of InSciTek Microsystems.
Revised: March 28, 2007
Page 86
20 Call Queues
Note: This is an optional feature that requires a feature key. The needed key is referred to as the Call
Queuing Feature Key.
Call Queues are useful when incoming calls are not 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 Allworx
IP phones
provide 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 Allworx
IP phone, an agent can log in (or logout) his/her phone to the group responsible for
handling a particular Call Queue. Once logged in, his/her phone may ring when calls are in the queue,
he/she can monitor the status of the queue, and he/she 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 voicemail.
To be able to use Call Queues
The Call Queuing Feature Key must be installed.
The queue must be configured.
The agent’s Allworx
IP phone must be configured.
The agent must log in to the phone and answer calls that are in the queue.
The system must be configured to route calls to the queue.
20.1 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: