User guide

Introduction190

Call Queue

Introduction

A queue can be activated for the telephone numbers of any type

of telephone, i.e. for system, analogue, ISDN and DECT tele-

phones. If a call number with a queue is busy, calls to this number

enter the queue. The caller first hears an announcement (if func-

tion “Announcer at busy” is configured) and then a dial tone or

Music on Hold, if the Music on hold upon call transfer setting is

activated.

Calls which remain in the queue for too long are cleared from the

queue. The caller then gets a busy tone. If all the positions in the

queue are taken then any further calls also hear the busy tone. If

the Courtesy Service setting is activated, calls will not be

cleared from the queue!

The time until an external call is cleared from a queue is defined

by the network operator. In the most European countries this is

usually three minutes.

If more than one telephone number (e.g. trunk or team keys) has

been configured for a telephone, separate queues are used for

each number.

On the Forum Phone 535 or Forum Phone 530 system telephone,

additional calls are signalled by a brief tone in the loudspeaker

and in the display. If calls are in the queue, a number at the

beginning of the second line of the display on the

Forum Phone 535 / Forum Phone 530indicates how full the queue

is. If more than one telephone number with a queue is configured

on the telephone, the total number of entries are displayed.

Calls in a queue are handled by the Forum 523/524 in the follow-

ing order of priority: instant connection, door calls, automatic

recalls, VIP calls, then other internal and external calls. Sensor

calls thus have priority over other calls, for example. Calls of the

same priority level are switched in the order of their arrival.