User's Manual

Avaya Branch Gateway Manager 10.0 Page 313
15-601011 Issue 29r (Friday, November 02, 2012)B5800 Branch Gateway
Configuration Settings: Hunt Group
5.8.3 Queuing
When is a Call Queued?
Any calls waiting to be answered at a hunt group are regarded as being queued. The Normalise Queue Length control
allows selection of whether features that are triggered by the queue length should include or exclude ringing calls.
· Additional Calls
Once one call is queued, any further calls are also queued. When an available hunt group member becomes idle, the
first call in the queue is presented.
· How Many Calls Can be Queued?
Calls are added to the queue until the hunt group's Queue Limit, if set, is reached.
· When the queue limit is reached, any further calls are redirected to the hunt group's voicemail if available.
· If voicemail is not available excess calls receive busy tone. An exception to this are analog trunk and T1 CAS trunk
calls which will remain queued regardless of the queue limit if no alternate destination is available.
· If an existing queued call is displaced by a higher priority call, the displaced call will remain queued even if it now
exceeds the queue limit.
· Queue Announcements
Hunt group announcements are separate from queuing. Announcements can be used even if queuing is turned off and
are applied to ringing and queued calls. See Hunt Group | Announcements .
· Queue Monitoring
There are several methods of displaying a hunt group queue.
· Group Button
On phones, with programmable buttons, the Group function can be assigned to monitor a specified group. The
button indicates when there are calls ringing within the group and also when there are calls queued. The button can
be used to answer the longest waiting call.
· SoftConsole
This requires the hunt group to have queuing enabled. These queues can be used by the SoftConsole user to answer
calls.
· What Happens When A Hunt Group Member Becomes Available
When a hunt group member becomes available, the first call in the queue is presented to that member. If several
members become available, the first call in the queue is simultaneously presented to all the free members.
· Overflow Calls
Calls that overflow are counted in the queue of the original hunt group from which they overflow and not that of the
hunt group to which they overflow. This affects the Queue Limit and Calls in Queue Threshold.
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