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Voicemail Pro Installation and Maintenance Page 256
15-601063 Issue 22e (16 May 2010)IP Office Release 6
4.11.2 Queue Position
The Queue Position action plays the caller their position within the queue of calls for a hunt group. It is not used for
calls queued for a user. The queue position is supplied by the IP Office when it requests a queue or still queued
announcement message to be played to a caller.
Normally a simply announcement is used that does not include queue position and estimated time to answer. However if
required the Queued and Still Queued call flow start points can be added and customized using actions including this
one.
· When calls are presented to a hunt group on the IP Office, calls waiting to be answered are queue in order
of priority and then longest waiting. By default internal caller's have Low priority while the priority of
external callers is set by the IP Office Incoming Call Route used to route the call (default also Low).
· Mixing calls of different priority is not recommended if Voicemail Pro is being used to provide queue
estimate time to answer (ETA) and queue position announcements to callers, since those values will no
longer be accurate when a higher priority call is placed into the queue. Note also that in such a situation
Voicemail Pro will not allow a value already announced to a caller to increase.
· The IP Office Manager option Synchronize calls to announcements should not be used with call flows that
include this action.
Settings
1.
Click the Queue Actions icon and select Queue Position.
2.
The General , Entry Prompts , Reporting and Results tabs are standard tabs available to all
actions. The Entry Prompts tab should include any prompts to play to the caller before they hear their position.
See Entry Prompts Tab .
3.
Select the Specific tab. This tab may include any further prompts to be played to the caller after they hear their
position.
Results
This action has the following result which can be connected to a further action:
· Next
For an example of the Queue Position action in a call flow, see Customizing a Hunt Group
Callflow .
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