Call Queue Introduction159Note: As calling fax machines often operate with the “voice”service indicator (e.g. on analogue ports), you should assignports for fax machines on the OpenCom 510 to a user groupwithout a queue.Queues can be combined with the “forwarding,” “pickup” and “hunt group” func-tions, for example, in order to configure an enquiry station for an operator.15.1.1 Activation of QueuesQueues can be activated on a per user group basis. On delivery the default set, forall preset groups, is off.When using queues, it often makes sense to activate call waiting protection. Forthis purpose, “Call waiting protection” authorisation must be allocated to the usergroup, and call waiting protection must be activated on the terminal.Furthermore it is sensible to combine queues with the “Announcer at busy”function. When a caller calls a subscriber who is busy then they will hear a “centralwelcoming text”, for example, “Here is company XYZ. You will be immediately con-nected”. The function “Announcer at busy” can be set in the PBX Configuration:Call Distribution: Incoming menu. Central welcoming texts can be recordedusing the program package OpenVoice.You should configure a new user group (e.g. “Operators”) and activate the authori-sations “Call queue”, “Call waiting protection” and, if necessary, “Call forwarding”.If users belong to this group, a queue will be activated automatically for all tele-phone numbers assigned to them.15.1.2 Call ForwardingForwarded calls of the forwarding type “Immediately” and “On busy” have priorityover queues. The queue of the forwarding telephone is not used for forwardingcalls in this manner.During the configuration of this type of call forwarding, the contents of the queueare not transferred to the target terminal. If there are still calls in the queue whenthe call forwarding function is activated, these calls can only be accepted on thesource terminal.
