Call queues

Here (Figure 4.46) it is possible to define waiting lines. When calling to the telephone defined in Direct Access the caller shall be placed on hold if there is another call to be answered. An answering message may be defined which shall be heard when the call is on hold. It is also possible to choose messages by default in Select queue information from the line which may inform the caller about his/her position in the line and the time interval between those messages. The options are the following ones:

• Name: Name of queue;
• Direct access: Numbers and/or addresses by which you can accede to the queue;
• Queue weight: Priority of the queue;
• Maximum number of queued calls: Maximum number defined of calls on hold. '0' defines an unlimited number;
• Define maximum waiting time: it is possible to define the maximum waiting time. For that it is necessary to click option Yes, select the maximum time in seconds and the type of routing to do if the time is exceeded as well as the final destiny;
• Phone attendance timeout: Period of time (seconds) at the end of which the caller shall be put on hold if the call is not answered, even if there is no one else on hold;
• Welcome message file: Select the message to be presented when someone enters the waiting line;
• Select queue information message: Select some of these messages to inform about the position in the waiting line or the estimated waiting time.
• Time interval between queue information messages: If some informative message is selected, is possible to select the time (seconds) between messages;
• Attendance policy: How the waiting line answering telephones should answer the calls:
  • Ring all: All available telephones ring until one of them answers;
  • Random: One of the available telephones rings by chance;
  • Round Robin: Each telephone rings at the time;
  • Round Robin with memory: Each telephone rings at the time, but it remembers which was the last one to ring;
  • Least recently called phone: The telephone rung a long time ago;
  • Phone with fewest completed calls: The telephone with less answered calls.
• Play message when call is answered: If a message shall or shall not be played before the call is answered;

Figure 4.46: VoIP - Queue definitions