2 - 6 Call Hold, Transfer, and Screen
Issue 3 EliteMail VMS/EliteMail Limited
The Holding Queue
The first caller in the holding queu e is handled differently than other ca llers
further back in the queue.
First in Line
If the caller is first in line for the extension, the vo ice mail system
places the caller on hold with the El ectra Elite. The caller hears
music or silence, whichever the Ele ctra Elite provides for holding
calls. Periodically, the voice mail system tries the extensio n 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 extensio n.
If the extension is still busy, the voice mail system waits for a brief
period, then tries the extens ion ag ain . If the exten sion re main s b usy
after several tries, the voice mail system returns to the caller and
asks if the caller wants to continue to hold. If the c aller still w ants to
hold, the voice mail system repeats t he h olding cycle.
This holding cycle is not a ca mp-on feat ure. The v oice mail system
instead repeatedly tries the extens ion 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 f ields sh own in F igure 2- 7 C all Hold ing
Fields on Switch Setup Screen Page 2 .
Second in Line or Further Back
Callers that are second in line or f urther back in the holding que ue
are not transferred to the Electra Elite. The voice mail system holds
the call, until it can pass th e call to the E lectra Elite a s a firs t-in-line
caller.
These Callers hear a series of music- on-hold p rompt s. Each music-
on-hold prompt can contain music or a special message that you
record. When the caller firs t e nters the ho lding qu eue s ec ond i n line
or further back, the caller hears the f irst 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 h old, press 1; to
leave a message, press 2; o r to try another extens ion, press the
pound key.”