Call Queues (Zenitel Connect Pro)

Call Queueing is very often used in security related communications.

Call Queueing has a some advantages versus direct calling, mainly that the caller will never hear a busy tone, which may not be very reassuring in a critical situation.

Other advantages of using call queues are:

• Several operators can monitor the same queue
• Operators can monitor several queues
• Call Queues can have different priorities. The highest priority call will always be at the top of the Call Queue.
• Flexible Call Escalation options if calls are not attended to

Creating a Call Queue

By default there are no Call Queues defined.

To add a Call Queue navigate to Features > Call Queues. Click and define as a minimum a directory number and name for the Call Queue. Click to save the cofiguration.

Defining Call Queue with directory number 6701

A call Queue can have the following properties:

• Directory number - The number to dial to enter this queue. This is a required parameter.
• Name - Name of the called queue. This is a required parameter.
• Queue timeout - How long before a call in the queue times out. Default is 60 seconds. Empty field or value 0 = no timeout.
• Forwarding on timeout allowed – Enables forwarding if the call is not answered within the preset time
• Forward to on Timeout - Destination directory number for calls that time out.
• Unconditional forwarding allowed – Enables immediate forwarding of the call.
• Unconditional Forwarding to - Destination directory number to forward calls to.
• Priority - Priority level for the Call Queue. Priority levels are 1-250. Default is 70, and 1 is the highest priority. The purpose of the priority level is to sort the Call Queue. The highest priority call will always be at the top of the Call Queue.

Assign Operator to a Call Queue

1. Select the Call Queue by clicking on the radio button to the left.
2. Select operator(s) from the list of available devices in the list to the left.
3. Click to move selected devices to the section Operators. Use the to remove a device from the list.

Adding operators to a Call Queue

Call handling

• A call in a Call Queue is indicated by ringing in the Operator device. Regardless of the auto-answer setting.
• The ringing is always associated with the priority of the call at the top of the queue.
• It is always the call at the top of the queue that will be answered when pressing M-key, or by lifting the handset.
• An operator with a DAK48 panel can accept any pending call by clicking the direct access key with the blinking red LED. Provided the DAK is programmed with the directory number of the callee.

Forwarding on Timeout - Call Escalation

Calls which have not been answered within the queue time out time can be forwarded to another number. This might result in the call being placed in another queue, or to another service. If no forwarding number is defined, the call will be terminated after time out.

Set from Web interface

Unattended calls in Call Queue 1 (6701) will be forwarded to Call Queue 2 (6702) after 15 seconds

The web interface reflects the forwarding status for each call queue, also when set from the operator.

Set from Operator

• {1} is the call queue number where you want to set call forwarding
• {2} is the number to which the call should be forwarded

Using Directory Service:

• Set call forwarding: 7613 + {1} + M-key + {2} + M-key (or #) (Example: 7613 + 6701 + M + 6702 + M: Calls to 6701 will be forwarded to 6702 if not answered within preset time)
• Cancel and retain: 7615 + {1} + M-key (or #)
• Reestablish forwarding: 7614 + {1} + M-key (or #)

Alternatively use Service Code:

• Set forwarding: *61*{1}*{2}#
• Cancel and retain: #61*{1}*#
• Reestablish forwarding: *61*{1}*#

Cancel and Retain will deactivate the forwarding, but keep the directory number used when the call forwarding was set.

Unconditional Forwarding

If the Unconditional Forwarding is enabled, a call to the call queue will immediately be forwarded to the target number defined.

Set from Web interface

Calls to Call Queue 1 (6701) will immediately be forwarded to Call Queue 2 (6702)

The web interface reflects the forwarding status for each call queue, also when set from the operator.

Set from Operator

• {1} is the call queue number where you want to set call forwarding
• {2} is the number to which the call should be forwarded

Using Directory Service:

• Set call forwarding: 7213 + {1} + M-key + {2} + M-key (or #) (Example: 7213 + 6701 + M + 6702 + M: Calls to 6701 will immediately be forwarded to 6702)
• Cancel and retain: 7215 + {1} + M-key (or #)
• Reestablish forwarding: 7214 + {1} + M-key (or #)

Alternatively use Service Code:

• Set forwarding: *21*{1}*{2}#
• Cancel and retain: #21*{1}*#
• Reestablish forwarding: *21*{1}*#

Cancel and Retain will deactivate the forwarding, but keep the directory number used when the call forwarding was set.

If an operator of a call queue forwards his own station, a call to the call queue will not follow that forwarding.