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Using SIP Phones Enterprise Communications Server
62 Copyright © 2009 ADTRAN, Inc. 619510003-1A
The agent is typically associated with a particular area of expertise, for example, sales or support. A
support agent who is ready to answer calls can log into the call queue and receive support calls in a
specified order, for example, in order of arrival or priority.
Calls are distributed to the most idle agent. If an agent is logged in, the caller hears an introductory queue
greeting. If no agents are logged in, the caller is directed to the overflow destination. The overflow
destination then provides an additional greeting.
If callers know the queue number, they can dial directly into a queue.
Logging in and out of a queue
Agents can log in or log out of a queue. Agents who log in to a queue receive calls that are directed to that
queue.
To subscribe to a queue
1. Dial *81<QueueNumber>. Ensure that you enter the correct queue number.
2. Hang up.
To unsubscribe from a queue
1. Dial *82<QueueNumber>.
2. Hang up.
To present a call to the queue
1. Dial *80<QueueNumber>.
2. Hang up.
Temporarily stop accepting queued calls
If you are logged into a queue to accept incoming queued calls, there may be times when you wish to
temporarily stop accepting queued calls, without logging out of the queue. You can manually set your
The maximum number of agents that can log in to a queue at the same time is 64.
To avoid errors when entering queue numbers, use speed dial to login and out of queues
without errors.
Contact your system administrator to obtain the queue number for your queue.