[628] Queuing Call Capacity[632] Maximum Number of AgentsFeature Manual References9.1.6 ICD Group Features—Queuing9.1.6 ICD Group Features—QueuingDescriptionWhen a preprogrammed number of extensions in an incoming call distribution group are busy, additionalincoming calls can wait in a queue. The number of calls which can wait in the queue is programmable.While calls are waiting in the queue, the calls are handled by the Queuing Time Table, which can be assignedfor each time mode (day/lunch/break/night) (® 17.1.5 Time Service). This PBX supports a specified numberof Queuing Time Tables which each have a specified number of sequences (specific commands which areperformed when a caller enters a queue). The following commands can be assigned to each sequence whenmaking a Queuing Time Table:[Command Table]Command Description ConditionOGM xx An outgoing message is sent to thecaller. "xx" applies to the OGMnumber.After the OGM, Music on Hold will besent and the next event in thesequence will be activated.Wait The caller waits for the specifiedtime while hearing a ringback toneor Music on Hold.If an OGM has not been sent to thecaller, the caller hears a ringbacktone.If an OGM has been sent to thecaller, the caller hears Music onHold.Sequence c Redirects to sequence c. "c"applies to the sequence number.NoneOverflow Redirects to the overflowdestination.NoneDisconnect Disconnects the line. NoneNone(No command)Redirects to the next sequence. If assigned as sequence 01, theQueuing Time Table will not beactivated.[Programming Example of Queuing Time Table]Queuing TimeTable No.Sequence*1Sequence 01 Sequence 02 Sequence 03 Sequence 04 ...01 OGM 01 Wait 30 s OGM 03 Overflow02*2 OGM 02 Wait 30 s OGM 04 None03Document Version 2013-05 Feature Manual 1639.1.6 ICD Group Features—Queuing
