User`s guide

Incoming Calls 45
Synapse SB67020 Deskset User’s Guide
Answering Calls in the Call Queue
Your system administrator may have set up your Deskset as a Call Queue Agent. Incoming calls are directed to your Deskset and
all other assigned Call Queue Agents.
This feature applies to Call Appearance mode only.
 To answer a call in the Call Queue:
Figure 33. Queued Calls List
When your Deskset is idle, incoming Call Queue calls ring at your extension and at all other
idle Call Queue extensions. You can answer these calls as described in “Answering a Call”
on page 40.
If no one answers an incoming call from the Call Queue, it rings indefinitely. Call Forward–
No Answer rules (see “Call Forward All and Call Forward–No Answer” on page 120) do not
apply to calls that are directed to Call Queue extensions.
When all Call Queue Agents are busy, incoming calls are held in the Call Queue. If your
system administrator has set a Programmable Feature Key as a Call Queue key, the LED
flashes orange slowly when calls are waiting in the Call Queue.
To view the Queued Calls list, press MENU, 1, then 1 as shown in Figure 33. Use the and
navigation keys to highlight a call, and press or SELECT to answer it.
Queued Calls: 2
Graham Bell 3:32
Charlie Johnson 1:04
Retr iev e Details
Your system administrator can configure a wrap-up time, which defines a
period during which your Deskset will not ring for another queued call after
you complete a Call Queue call.
Depending on how your system is set up, calls from the Call Queue may ring
at your Deskset while you are on a call that isn’t from the Call Queue.