Call Queues (Zenitel Connect Pro)
From Zenitel Wiki
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
Contents
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.
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| 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.
A queued call which times out will be cancelled, unless Forwarding on Timeout is enabled:
- Forwarding on timeout allowed - Default disallowed.
- Forward to on Timeout - Destination directory number for calls that time out.
- Operators with the correct permission can also enter a code to invoke forwarding on timeout: *61* + dirno_of_the_call_to_be_forwarded + * + destination_dirno + # (e.g. *61'6701*6702#)
- Unconditional forwarding allowed - Default disallowed.
- Unconditional Forwarding to - - Destination directory number to forward calls to.
- Operators with the correct permission can also enter a code to invoke unconditional forwarding: *21* + * + dirno_of_the_call_to_be_forwarded + * + destination_dirno + #
- 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
- Select the Call Queue by clicking on the radio button to the left.
- Select operator(s) from the list of available devices in the list to the left.
- Click
to move selected devices to the section Operators. Use the 
to remove a device from the list.
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| 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.
Call Escalation - Queue timeout
Calls which have not been answered within the queue time out time can be transferred to another number. This might result in the call being placed in another queue, or to another service as provided by Zenitel Connect Pro. If no forwarding number is defined, the call will be terminated after time out.
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| Unattended calls in Call Queue 1 (6701) will be forwarded to Call Queue 2 (6702) after 15 seconds |