Monitoring Queued Calls
User Guide 6-37
What is an Incoming Call Queue
An Incoming Call Queue is a grouping of some of the directory numbers in the attendant’s IP
phone so that they can be given uniform call handling treatment.
An Incoming Call Queue has the following attributes:
A Call Queue is comprised of a list of directory numbers that are on the attendant’s phone. The
directory number can be octal, dual or single channel numbers.
Each queue has:
•
Name: A descriptive label for the calls directed to that queue.
•
Priority level: The priority level (1-5 with one being the highest) determines the order in
which the calls are answered.
•
Greeting text: Provides operators with the text for how the call should be answered.
•
Timeout value: This value provides visual feedback to the operators for how long the calls
have been waiting.
•
Busy and night routing numbers: When the operator is busy or unavailable, the operator
directory numbers can be forwarded to these numbers.
Calls requiring similar operator call treatment should be routed to one call queue. For example,
the organization’s main number calls should be routed to the directory numbers in the Main
Number queue and the Customer Service calls to the Customer Service queue directory
numbers.
The incoming call queue displays only the unanswered ringing calls. For each call, it can display
the calling number, name (if available) and duration of the call.
If the call is in the queue for longer than the timeout period, the icon turns red to indicate this
condition.
Hunt-group based Call Queues
The directory numbers in an operator call queue can belong to a hunt group. This is typically the
configuration where there are multiple operator positions. The hunt group distributes the calls to
the different operators. When the operator is in the ‘Available’ state, the operator is automatically
logged into the hunt groups. When they are busy or unavailable, the operators are logged out of
the hunt groups.
The Cisco CME hunt group should be configured with the following options to support the routing
of the calls to the operators.
