Once one call is queued, any further calls are also queued. When an available hunt group member becomes idle, the first call is the queue is presented.
How Many Calls Can be Queued?
Calls are added to the queue until the hunt group's Queue Limit, if set, is reached. When this occurs, any further calls are redirected to the hunt group's voicemail if available, or otherwise receive busy tone.
If the IP Office system has a Voicemail Lite or Voicemail Pro server, this server can provide announcements to the queued calls. Two announcements are available to each queue, an initial 'Queued' announcement and then a repeating 'Still Queued' announcement.
The first 'Queued' announcement is played to the caller when they have been in the queue for the Queue Ring Time (default 10 seconds).
Following the 'Queued' announcement the 'Still Queued' announcement is played to the caller every 20 seconds.
The delay used for the still queued announcement can be altered by adding ACD_QUEUE_DELAY=nn to the Source Numbers tab of the NoUser user. Replace nn with a time between 20 and 180 seconds.
Between announcements the queued callers hear the IP Office's hold music if installed, otherwise they hear silence.
There are several methods of displaying a hunt group queue.
On phones, with programmable buttons, the Group function can be assigned to monitor a specified group. The button indicates when there are calls ringing within the group and also when there are calls queued. The button can be used to answer the longest waiting call.
Phone Manager and SoftConsole
Both these applications can display queue monitors for selected hunt groups, 2 using Phone Manager, 7 using SoftConsole. This requires the hunt group to have queuing enabled. These queues can be used to answer calls.