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2 - 6 Call Hold, Transfer, and Screen
Issue 3 EliteMail VMS/EliteMail Limited
The Holding Queue
The first caller in the holding queue is handled differently than other callers
further back in the queue.
First in Line
If the caller is first in line for the extension, the voice mail system
places the caller on hold with the Electra Elite. The caller hears
music or silence, whichever the Electra Elite provides for holding
calls. Periodically, the voice mail system tries the extension to see if
it is still busy. If the extension is free, the voice mail system takes the
call off hold and transfers it to the extension.
If the extension is still busy, the voice mail system waits for a brief
period, then tries the extension again. If the extension remains busy
after several tries, the voice mail system returns to the caller and
asks if the caller wants to continue to hold. If the caller still wants to
hold, the voice mail system repeats the holding cycle.
This holding cycle is not a camp-on feature. The voice mail system
instead repeatedly tries the extension to see if it is still busy. The
length of this holding cycle for the caller first in line is controlled by
the values in the call holding fields shown in Figure 2-7 Call Holding
Fields on Switch Setup Screen Page 2.
Second in Line or Further Back
Callers that are second in line or further back in the holding queue
are not transferred to the Electra Elite. The voice mail system holds
the call, until it can pass the call to the Electra Elite as a first-in-line
caller.
These Callers hear a series of music-on-hold prompts. Each music-
on-hold prompt can contain music or a special message that you
record. When the caller first enters the holding queue second in line
or further back, the caller hears the first music-on-hold prompt. At the
end of this prompt, the voice mail system checks to see if the caller
can move to first in line in the queue. The voice mail system then
updates the caller status:
“<Name> is still on the telephone.”
“You are <second, third,...> in line. To continue to hold, press 1; to
leave a message, press 2; or to try another extension, press the
pound key.”