System information

System Administration Guide

300 Main Street • East Rochester, NY 14445 • Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com

Revised: March 28, 2007

Page 93

21 Call Monitors

Call Monitors are connection attempts that allow one call to ring multiple phones. Call Monitors are analogous

to ringing Call Queues, in that multiple calls may be ringing on a single Call Monitor and then will be

answered in first in first out (FIFO) order.

The notion of a Call Monitor was first available as a single Key System Ring Delay feature. This was renamed

to Call Monitors and extended to ten unique instances as of version 5.3; the single Key System Ring Delay

option remains as one of the available Call Monitors. Call Monitor features are only available for Allworx

phones.

Features of Call Monitors:

 Can ring multiple Allworx

IP phones on the system with a single call.

 Can stack multiple ringing calls to a single Call Monitor extension.

 Up to ten available Call Monitors.

 Allworx

handsets can be configured for multiple Call Monitors.

 Allworx

handsets can be configured for multiple occurrences of the same Call Monitor.

21.1 Difference between Call Monitors and Call Queues

Comparing the functionality of Call Monitors to Call Queues is helpful in explaining the concept of the Call

Monitor. Most people are very familiar with a Call Queue and the concept of how incoming calls are answered

by the call queuing application where a standard prompt plays out while each caller waits their turn until the

next available agent services them. Conceptually, a Call Monitor is the exact same principle except that the

Allworx server application never answers the Call Monitor on its own. The incoming caller simply hears

ringing to allow the first agent to answering the call to do a live answer of the call.

Call Monitors work best when you desire a live answer of each and every call. Call Queues are preferred if

the wait time is typically going to be an extended period of such that you do not want callers to hear extended

ringing until the next agent is available to service them.

21.2 Configuring a Call Monitor

21.2.1 Modify Call Monitor Description

The description of the Call Monitors can be modified by expanding Phone System / Call Monitor and then

selecting Modify under Action. The system supports up to ten Call Monitors. Press Update to accept the new

description and return to the Phone System / Call Monitor screen.

21.2.2 Set up Call Monitor into Call Route

Call monitors are programmed into call routes via a selection on the call routing configuration screen. To

assign a Call Monitor to a specific extension or call route:

1. Navigate to Phone System / Extensions.

2. Select View Call Routes under Actions for the particular extension.

3. Select Modify for the first Call Route.