Reserve a queue slot

Many call centers handle incoming requests as voice, video, data, voice messages, faxes, and e-mail. Agents handle the mix of requests. However, a single queue must manage and distribute the work load for the agents.

For each non-voice request, the application can place a phantom call into the queue. When the phantom call reaches the head of the queue, the call is delivered to the agent. The agent is then given the corresponding work item on the desktop, for example, the fax.

Conference control

Multiple parties, both internal and external, can be conferenced into a call. The initial call is placed as a phantom call. When answered, the call is placed on hold by the application and another phantom call is made. The two calls are then conferenced together. This process is repeated until all parties are added to the call.

Help with trunk-to-trunk transfers

Working with the Single Step Conference (SSC) feature, applications can use the phantom call feature to help with trunk-to-trunk transfers, that is, transferring a trunk-to-trunk call to another trunk.

Alerts (wake-up, maintenance, and security)

Applications can use phantom calls to alert users of various conditions such as wake-up, maintenance, or security.