Chapter 6
Monitoring Queued Calls
6-42 CallConnector Operator
Queue Type
Description
Local
A local queue contains certain directory numbers that belong to the
operators’ phones. Routing calls to these directory numbers is setup in
the CME.
Hunt group
A hunt group queue comprises the phone lines that belong to certain hunt
groups. Operators are able to log in or log out a hunt group from the Call
Queue window. The hunt groups are set up in the CME.
Table 6-1 Types of Call Queues
Parked Call Queue:
Monitors and displays the status of the calls at the CME Park numbers or
slots. If an operator parks a call at one of the park slots, this call is displayed in the Parked Calls
queue. If the call is not picked up, then the parked call can be pulled back by the operator via a
pickup option.
Held Call Queue:
Displays the calls held at the operator position. The operator can resume the
held calls from the Held Calls queue.
Transferred Call Queue:
Displays the calls extended by the operator to other numbers. While
these calls are in the ring state, they are displayed in the Transferred Calls queue to allow them
to be pulled back by the attendant.
For each call in a queue, the following information will be displayed:
Field
Description
Extension
The telephone number of the attendant’s phone associated with the call.
State
The call state of the call. Each state is associated with a specific icon. For
more information, please refer to the State Icon table below.
Number
The phone number of the caller or called party.
Name
The name of the caller or called party, if available.
Duration
The lifetime duration of the call. It is displayed in the format “hh:mm:ss”.
Wait Time
The total waiting time of the incoming and held calls. When the call reaches
the timeout interval configured in the CallConnector Server, the background
will be changed to red to indicate the timeout period.
Department The caller belongs to this department, if available.
Priority
The priority of the call. It is scaled from one to five, with one being the
highest priority.
Redirect
Number
If the call was re-directed, then this field displays the number of the original
party. Redirected calls include forwarded and transferred calls.
Redirect
Name
If the call was re-directed, then this field displays the name of the original
party. Redirected calls include forwarded and transferred calls.
Table 6-2 Queued Call Details
