Line Queuing / Line Callback

Line Queueing permits an extension user to queue (wait in line) on hook for a busy line or Line Group to become free. The system connects the queued extension as soon as the line is available. The user does not have to manually retry the line later.

After queuing for a line, the extension user just hangs up to convert the Line Queue into a Line Callback. When the line becomes free, the system automatically recalls the extension. As soon as the extension user answers the callback ring, the system connects the extension to the line.

An extension user can leave a Line Callback for many lines. The system processes the callbacks as the lines become free. In addition, many extensions can leave a Line Callback for the same line. The system processes the Callbacks on a first-in/first-out (FIFO) basis.

If an extension user leaves a Line Callback request and then fails to answer the callback ring, the system cancels the Callback.

Selected extensions can have Line Queuing Priority enabled in their Class of Service. If more than one extension queues or leaves a Callback for a busy line, the system services the extension with Line Queuing Priority first. If more than one extension with priority is queued for the same busy line, the system services the priority extensions on a first-in/first-out (FIFO) basis.

• A System reset or power failure cancels all Line Callbacks system-wide.

• Line Queuing Priority disabled.

• Call Waiting / Camp-On
  
  • An extension user can Camp-On to a busy co-worker then hang up to turn the Camp-On into a Callback.
• Callback
  
  • An extension user can Camp-On to a busy co-worker then hang up to turn the Camp-On into a Callback.
• Central Office Calls, Answering
  
  • If a line is ringing an extension because of a prior Callback, and it then receives a new outside call, it will start ringing for the new call. The Callback request is then queued.
• Central Office Calls, Placing
  
  • An extension user can queue for a busy line, or queue and hang up to leave a callback for a busy line.
• Last Number Redial
  
  • If all lines are busy and Last Number Redial cannot go through, the user can dial 2 a queue for a line to become free. If the user hangs up, the system converts the queue to a Line Callback.
• Save Number Dialed
  
  • If an extension user presses their Save key and hears busy, they can dial 2 to wait in line for the line to become available. The system will automatically redial the call. However, if the user hangs up to convert the queue to a Line Callback, the system will not redial the saved call once the line connects.

• None.