Assign an Attendant Priority Queue level to each of 13 incoming attendant call categories. Each category has a default level. You can reset the priority level for any category.
Important:
Retain the priority level for Emergency Access calls. Emergency Access calls must remain priority 1.
The attendant call categories are:
Emergency Access. Calls from users who dial the emergency access code. The default is the highest priority level. This category must remain priority 1.
Assistance Call. Calls from users who:
CO Call. Incoming central office (CO), foreign exchange (FX), or Wide Area Telecommunications Service (WATS) trunk calls to an attendant group. This category excludes trunk calls that are returned to the attendant group after a timeout or a deferred attendant recall.
DID to Attendant. Incoming direct inward dial (DID) trunk calls to an attendant group.
Tie Call. Incoming Tie trunk calls, including dial-repeating and direct types.
Redirected DID Call. DID or Automatic Call Distribution (ACD) calls that time out, and are rerouted to the attendant group. The timeout can be caused by:
Ring/no-answer
Busy condition
Number Unobtainable
Redirected Call. Calls that are assigned to one attendant, but redirected to the attendant group because the attendant is now busy.
Return Call. Calls that are returned to the attendant after the calls time out. If the attendant is now busy, calls are redirected to the attendant group.
Serial Call. Calls from the Attendant Serial Call feature. Calls fit this category when an outside trunk call, that the attendant designates as a serial call, is extended to and completed at a telephone, and then the user goes on-hook. If the attendant who extends the call is busy, the system redirects the call to the attendant group.
Individual Attendant Access. Calls from users, incoming trunks, or a system feature, to the Individual Attendant Access (IAA) extension of a specific attendant. If the attendant is busy, the call remains in a queue until the attendant is available.
Interpositional. Calls from one attendant to the Individual Attendant Access (IAA) extension of another attendant.
VIP Wakeup Reminder Call. Call from the Hospitality feature that send a wake-up reminder to the attendant to call the room.
Miscellaneous Calls. All other calls.
You can assign the same priority level to more than one category. Assigning all categories the same priority level creates a first-in first-out queue.
When the Attendant Priority Queue displays at least one call, the Calls Waiting lamp lights steadily on all active attendant consoles. If the number of calls in the queue reaches the calls-waiting threshold for the attendant group, the Queue Warning lamp lights steadily on all active attendant consoles.
