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Line Queuing / Line Callback
102 ◆ Features DSX Feature Handbook
Line Queuing / Line Callback
Description
Line Queuing
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.
Line Callback
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 can-
cels the Callback.
Line Queuing Priority
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.
- This option does not restrict Line Callback.
Operation
- When all lines are busy, Line Queuing lets a user wait in line for a line to become free.
- Line Callback will automatically call the user back when a line is available.
Using Line Queuing and Line Callback
In these instructions:
[Super Display Soft Key]
[Keyset Soft Key]
To queue or leave a callback for a busy line:
1.
Do one of the following.
a.
Press the line key for the busy line.
b.
Press INTERCOM and dial the Direct Line Access code (e.g., 101 for line 1).
2.
Dial 2 and do one of the following.
a.
Wait on the line without hanging up for Line Queuing.
b.
Hang up for Line Callback.
3.
When the line becomes free, do one of the following.
a.
For Line Queuing, you hear outside dial tone so you can place your call again.
b.
For Line Callback, you hear the Line Callback ring. If you answer the ring:
• You hear outside dial tone.
• Place your call again.