Knowledgebase
How to Configure and Use the Queuing Function in Hunt Group
Posted by on 15 February 2012 05:38 PM

In the past, the timeout setting in Hunt Group can be set with “forward to other extension” or “forward toe-mail”. Yet, the caller always wants to wait for a while until the callee picks the phone up. Therefore, anew function of “queuing” offered by Hunt Group can help to complete user’s desire.When there are several incoming calls to VigorIPPBX, after forwarding them to different hunt groups,VigorIPPBX will accept all the phone calls and queue them one by one. Then, VigorIPPBX will arrangethem according to the priority of each hunt group for picking up. Such design can enhance theconvenience for the users and make the phone call answering application more elastical.

You can find the function of “Queueing” from the Overflow Rule option. Refer to the following figure:

http://www.draycare.com.au/dfaq/image/VoIP/IPPBX/04/IPPBX_12.JPG

Queuing can specify the priority for the Hunt Group. There are five levels. See below:

http://www.draycare.com.au/dfaq/image/VoIP/IPPBX/04/IPPBX_13.JPG

For example, the advanced setting for Call Queuing is shown as the following:

http://www.draycare.com.au/dfaq/image/VoIP/IPPBX/04/IPPBX_14.JPG

If Max queue slots is set by 1 and Additional slots is set by 1, it means the maximum number of theincoming call waiting for picking up is just 1. The incoming call with Priority 2 will not be queue byVigorIPPBX and Busy tone will be played for that incoming call. However, if the incoming call is in TopPriority, it is still be queued by VigorIPPBX.Below shows the environment for actual practical application:

http://www.draycare.com.au/dfaq/image/VoIP/IPPBX/04/IPPBX_15.JPG

We can configure the Hunt Group separately for the Departments of Sales and R&D as the followingfigures:

http://www.draycare.com.au/dfaq/image/VoIP/IPPBX/04/IPPBX_16.JPG

http://www.draycare.com.au/dfaq/image/VoIP/IPPBX/04/IPPBX_17.JPG

Case 1:When Ken dials to Hunt Group number 200 for Sales Department from Trunk, all of the three extensions(510, 511, 512) will ring at the same time. If no one answers the call, that call will be queued byVigorIPPBX immediately. Then, Ken will listen the waiting music played by VigorIPPBX. Within 40seconds, these three extensions will ring again. If there is still no one answering the call and the queuetime out (set with 60 seconds) is up, such call will be hung up.

 

Case 2:All the three extensions in Sales Department are one the phone, then Joy dials to Sales Department fromTrunk. Such phone call will be queued by VigorIPPBX immediately. If Jonny ends the phone callconversation, the incoming call from Joy will be picked up by Jonny.

 

Case 3:When Joy and Joseph dial to Sales and R&D Departments at the same time (all of the extensions for bothdepartments are busy or no one can answer), these phone calls will be queued by VigorIPPBX. Then,within 40 seconds, the incoming phone call signals from the two hunt groups with high priority will besent out. Therefore, the extensions of these two departments will ring again within 40 seconds. (If thereare phone calls coming from other Hunt Group, they will be queued by VigorIPPBX automatically.)

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