454 Chapter 17 Intelligent Queue
7. After Normal mode selected message, select a message plan to specify a message that plays when
the system is placed into Normal Mode.
8. After Emergency mode selected message, select a message plan to specify a message that plays
when the system is placed into Emergency Mode.
9. After Invalid digit, select a message plan to specify the message that plays when an invalid digit is
pressed.
10. After Password access, type a password that is comprised of digits (0-9, *, #) and related to the
Telephone User Interface (TUI) of your telephone.
11. After Digit timeout, type a number (of seconds) the system will wait for a DTMF response before
timing out.
The default is 5 seconds.
12. Click Save.
Activating emergency messaging over the phone
To activate emergency messaging remotely over the phone
1. Using your telephone, dial into the Intelligent Queue server management port group.
2. Type your user name and password.
3. Listen to the message options and press the number indicated to change your system mode.
4. When you are prompted to specify the message mode, press the number indicated to activate the
emergency mode.
Setting up routing plans
Three types of routing plans allow you to route calls to another queue path or extension.
• Redirected means the call is not answered, no greeting plays, and the call immediately redirects. For
example, a call might be redirected if the number of calls waiting in queue is exceeded.
• Blind transfer means the call is answered, a greeting is played (optional), and the call is transferred to
the destination. After transferring, the extension performing the transfer hangs up and does not wait
to determine the outcome of the call. The advantage of a blind transfer is that the immediate release
to the PBX frees the port for a new call.
• Supervised transfer means the call is answered, and then put on hold while being transferred. The
advantage of a supervised transfer is that, because they are on hold, customers cannot hear the
phone ringing during the transfer. However, if the Timeout expires (the duration that the call is kept on
hold) before the call is transferred, the caller can hear the phone ringing during the transfer. The
Intelligent Queue port is not available to take a new call until the Timeout expires or the destination
answers the call.
To create a routing plan
1. Select Manage=>Actions=>Routing.
The Routing parameters window opens.
2. Under Plan name, type a new plan name or click an existing plan under Plans.
3. To redirect a call immediately without playing a message
• Click Redirect.
• After Routing destination, type an extension number.
4. To perform a blind transfer
• Click Blind.
• Select a greeting from the drop-down list box (if desired).
• After Routing destination, type an extension number.
5. To perform a supervised transfer
• Click Supervised.
• Select a greeting from the drop-down list box (if desired).
• After Routing destination, type an extension number.
• After Timeout (seconds), type the maximum duration the call will be placed on hold (between
10-1000 seconds).