All About Call Queue Retrieval

Module: Deskphones

Call Queue Retrieval is a feature designed to efficiently manage multiple incoming calls by placing subsequent calls into a queue while a user is already engaged in a conversation. This ensures that no calls are missed and they can be retrieved seamlessly once the current call is completed.

In this Article:

• Setup
• Receiving the First Call
• Receiving a Second Call
• Ending the Current Call
• Retrieving the Queued Call
• Queue Empty Indication
• Use Cases

Here's how to use the Call Queue Retrieval feature:

Setup

• In the screenshot below, you can see the desk phone at the reception on the left and the office desk phone on the right.

Receiving the First Call

• When a call comes in, it rings simultaneously on both phones, at the reception and in the office. If you're at reception, you can answer the call directly from the reception phone by pressing the answer key.

Receiving a Second Call

• Now, while you're on that call, a second call may come in. This new call will also ring both phones, but will be placed into a call queue while you're still speaking to the first caller.

• You'll notice that the key assigned for Call Queue Retrieval on both phones will turn red. This indicates there is a call waiting in the queue.

Ending the Current Call

• Once you finish your current call, simply press End Call.

Retrieving the Queued Call

• Press the Call Queue key, the one that's lit red, to pick up the waiting caller. 
• As soon as you press it, you'll be connected to the next call in the queue.

Queue Empty Indication

• When all queued calls have been answered, this Call Queue key will return to green, indicating that no calls are currently waiting.

Use Cases

To summarise, the Call Queue key turns red when a call is waiting. It returns to green when the queue is empty. It's that straightforward, no need to leave your desk or transfer between phones.
This feature is particularly useful for:
● Reception Desks: Managing a high volume of incoming calls, ensuring that all callers are addressed in a timely manner.
● Customer Service Departments: Handling multiple customer inquiries without losing track of waiting callers.
● Shared Phone Lines: Allowing multiple team members to manage calls coming into a single shared line.

Support

Need further help? Contact [e-mail] or call [phone].