Instruction manual

Callback Queuing
Callback Queuing
Description
This feature provides System 25 users with a simple way to complete calls to busy facilities
(stations or trunk groups), without having to manually repeat the calling procedures.
Callback Queuing puts inside calls to busy stations and trunk pools into a queue. The
maximum number of queue slots is 64, administrable in any combination of inside and
outside calls. After a call is queued for the busy facility, the caller can stay off-hook or go
on-hook. When the queued-for facility becomes free to receive another call, the system
directs the longest waiting call to the facility and signals its originator that the call is being
completed.
Each station can activate Callback Queuing manually or can be administered for automatic
activation of inside calls only, outside calls only, or all calls. Manual activation is by dial
access at single-line sets and by operation of the RECALL button at multiline sets.
Automatic activation, if administered, occurs whenever a busy facility is called and requires
no action by the caller; it can be canceled manually.
Inside Calls
An inside station is considered busy if all its System Access (SA) buttons are in use (multlline
sets), if it is off-hook (single-line sets), and if all coverage points are busy. A call to such a
station will receive busy or special ringback tone if the calling station is not administered for
automatic queuing; the caller can then activate queuing manually. If the calling station has
automatic queuing, the caller hears queuing tone (five short beeps) instead of busy or special
ringback, and the call goes into queue.
● Manual Queuing
A single-line terminal user activates manual queuing by flashing the switchhook to
get recall dial tone and then dialing the callback access code #60. A multiline user
presses RECALL to manually queue for
a busy station. Queuing tone is returned if
the call can be queued; if not, reorder tone is heard, and the caller must try again
later.
● Automatic Queuing
When the user of a single-line or multiline terminal administered for this option calls a
busy station, queuing tone is returned immediately. If maximum queue size has been
reached, the caller gets busy tone and must try again later.
● Off-Hook Queuing
After a call has queued for a busy station, the caller can wait off-hook for the
connection to be completed. The caller hears dequeuing tone (three short beeps)
when the queued-for station becomes available and then ringback as the station is
being rung.
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