Monitoring Queued Calls
User Guide 6-41
Monitored Call Queues
The monitored call queues display information for calls that have been processed by the
attendant. These queues are pre-configured and comprised of:
Held Queue
This queue displays the calls placed on hold at the operator
position.
Parked Call Queues
Those are calls that have been parked by the attendant.
Transferred Call Queue
This queue displays the calls that were transferred by the
attendant.
Only the calls in the ringing state are displayed in the Transferred Call Queues. Once the call
connects, it is removed from the queue.
Call Queue Window
The CallConnector Call Queue window displays information on the calls that are waiting in the
queues configured for the operators.
From the Call Queue window, the operator can:
•
View the incoming calls waiting to be answered
•
Answer the longest waiting highest priority call or a specific waiting call.
•
View the calls that have been placed on hold or transferred to park slots or other
numbers.
•
Recall the longest waiting, timed out call or bring back a specific call.
•
View the calls that have been timed out.
Figure 6-4 Call Queues Window
The CallConnector Operator Call Queues window presents four different types of queues:
Incoming Call Queue:
These are the queues configured for the display of the incoming calls.
Incoming call queues can be of type local or hunt group. There can be multiple incoming call
queues defined.
