Chapter 6
Monitoring Queued Calls
5-16 CallConnector Operator
Answering the Next Call
The operators can receive multiple calls at a time that have different call handling requirements.
To provide consistent level of service, the operators need to answer the highest priority, longest
waiting call. The CallConnector Operator supports this capability using the Call Queues and the
Next key. The Call Queue feature allows the calls to the operator phone organized into a “queue”
for the purpose of assigning a priority. The Next key is used to answer the incoming calls based
on the administrator set queue priority.
To Answer the Next Call
Step 1
Click on the Next button in the toolbar or press the shortcut key (the
default shortcut is Num-Plus). The longest waiting, highest priority call
will be answered.
If you are currently connected on a call, this call will be placed on hold.
If you are making an outgoing call that has not completed, then this call
will be dropped.
The greeting message for the queue will be displayed in the description
field.
The ringing call state will change to Connected.
Answering a Specific Call
Step 2
Double-click on the incoming call in the Call Control window. The
selected call will be connected and the call state changes from RingIn to
Connected.
Alternative Methods
Step 1
Press the Call Control window shortcut key (default F4) to move focus to
the line in the window.
Step 2
Use the arrow keys to select the incoming call.
Step 3
Click on the Answer button in the toolbar, select Answer from the right-
click menu, or press the Answer shortcut key. The selected call will be
connected.
Answering from the phone
The incoming call can be answered from the attendant’s phone. The status in the call window will
update to show Connected.
Answering from the Call Notification window
The Call Notification window is an option available with the CallConnector Operator to display the
incoming call information in a little popup window. Calls can also be answered from this
notification window by clicking on the Answer button in that window.
Notes
