Instruction manual

Callback Queuing
● Callback Cancellation
The user can cancel a call that was queued manually or automatically. At a multiline
set, if the call is queued off-hook, the user presses the DROP button, then the
queued call button.
If the call is queued on-hook, the user must go off-hook, press
the queued call button to become active on the call, press DROP, and then press the
queued call button again.
At a single-line set, the user must get dial tone, then dial the callback cancel access
code #61.
The attendant at a Switched Loop Attendant Console cancels a queued call by
becoming active on the queued call LOOP button and pressing DROP.
Outside Calls
Only trunk pools can be queued for, not individual trunks. Queuing for trunk pools is similar
to queuing for inside stations except for the tones received and the methods of placing calls.
To be eligible for queuing when not using ARS, a trunk pool must have all of its members
administered to be queuable by dial access users.
To make an outside call, the user dials
the access code of the pooled facility, then, after second dial tone, the rest of the desired
outside number. The dialing must be terminated by pressing # or by waiting for timeout. If
all trunks are busy, and the calling station is administered for automatic queuing for outside
calls, queuing tone is returned to the caller. (Note that dialing the complete outside number
is required, even if all trunks are busy; this ensures that no redialing is necessary on the
queued call.)
If automatic queuing is not administered, the caller hears reorder tone but can queue the call
by the appropriate manual method.
Reorder tone is also returned if the busy trunks are not
administered for dial-access queuing or if all the queue slots are in use. In these cases,
queuing cannot take place.
Callback Reservations
When busy facilities are called, both queue slots and queued-for stations are “reserved”
before they are actually “seized” by the calling stations.
Reservation of queue slots applies
only to manual queuing, in which the caller has a choice of activating callback queuing, or
not, after hearing busy tone.
It ensures that callers can elect to queue in the same order that
they get busy tone, not in the order that they press RECALL or dial #60. If a caller reserves
or seizes the last available queue slot, new callers will not be able to queue.
Reservation of stations means that the system marks stations busy to new calls until all their
callbacks have been attempted. Even if a SA button (or a single-line set, which is equivalent
to a SA button) is idle, it cannot receive a call while callback attempts remain. However, the
station user can place calls.
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