Using Voicemail Pro, you can customize the queuing operation through the use of Queued and Still Queued start points, either specific to a particular hunt group or default for all groups. The Queue ETA and Queue Position actions can be used to provide callers with queue information and then place them back in the queue.

Within a Queued or Still Queued start points call flow, the default action for any unlinked results is to place the caller back in to the queue rather than disconnect the caller.

• Incoming Call Route 'Priority':

  The IP Office supports a configurable Priority setting (1, 2 or 3) on Incoming Call Routes. Calls assigned a high priority are moved up any call queue ahead of those with a lower priority. The use of this feature is not compatible with Queue ETA and Queue Position messages as the spoken queue positions and ETA for some callers may be overridden by calls with a higher priority. For example, a caller might hear that their queue position is 5. If a call is received on an Incoming Call Route with a higher priority, the next time the queue position is heard their queue position could be 6, further back in the queue.

• Synchronized Announcements:

  If the option Synchronize Calls is enabled for the hunt group announcements within the IP Office configuration, actions other than speaking recorded prompts are not supported in custom Queued and Still Queued start points.

Further customization can be applied using actions such as a Menu action to let the caller select, for example, to leave a message, be transferred to another number or return to the queue. The variables $QTIM and $POS can be used to further customize the Queued and Still Queued call flows. The importance of these variables is that, instead of or in addition to customizing the queue call flow for all queued callers, you can customize the actions for callers whose ETA or position match selected criteria.