User guide

Examples of Use 195
Call Queue
z Configure a hunt group of the parallel type under Telephony:
Groups: Hunt Group, and include the three telephone
numbers of the trunk keys in this hunt group.
z Under Telephony: Call Distribution: Incoming or
Telephony: Call Distribution: Incoming DDI route all
incoming calls to the number of the hunt group.
z In the Configurator, create a new group called “Operators”
under User Manager: User groups. Activate the Call queue
and Call waiting protection authorisations for this group.
z In the User Manager, configure a user for each of the three
operators and assign these settings to the user group called
“Operators”. Allocate each user the telephone number of the
trunk key of their system telephone.
z Activate Call wait. prot. (call waiting protection) on all
three terminals in the
Protection menu.
z Programme a feature key with the function “Sign on / sign off
from hunt group” on the three system telephones (in the menu
Calls: Hunt group ).
Use
Incoming calls are signalled in parallel to all signed-on enquiry
stations. If the enquiry stations are busy, the incoming call joins
the queue on each of the terminals in the hunt group. If one of the
enquiry stations accepts a call from the queue, the call is removed
from the queues of all the other enquiry stations. The display at
each enquiry station (Forum Phone 535) indicates how full the
queue is.
If attendants leave the station, they sign off from the hunt group
by means of a feature key. In contrast to Example 1, further calls
do not have to be processed after the sign-off, as the calls are
also registered in the queues of the other signed-on enquiry sta-
tions.
Note: The last enquiry station remaining in the hunt group should
not sign off, so that incoming calls can always be signalled to at
least one station.