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Call Queue to an extension

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Morrack

Morrack

Vendor
May 13, 2004
1,264
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Has anyone sucessfully used the Call Queue feature? The one that is supposed to camp a call onto a busy extension and ring through to them when the extension becomes free?

For some reason it is just flat out refusing to work for me. 3.0.17 firmware. I've tried it both with a button and a shortcode - the button (5620) just plain does nothing whatsoever. Shortcode (from an analog set after flash hook) returns a steady tone.



Peter Sherwood
Morrack Consulting
Affordable World Class Off-site Backup!
 
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I set this up last week with 3.1.29 in place and 5420 phones. Created a button on each users phone:
Action = Automatic Callback
Telephone Number = /Camp On (purely arbitrary what you want to call it).

In training the users, I would setup a call between User A and User B. Then, have a 3rd extension, User C, place a call to User A. User A was instructed not to answer. User C would give up after a few rings, and press the Camp On (Automatic Callback) button before hanging up. This would place an "arrow" next to "Camp On."

After the completion of the call between User A and B, User C's phone would ring immediately, and when picked up by that user, User A's phone would then ring, completing the "automatic callback."

The customer then asked if this would work with external numbers! I'm not sure if they'll use it much.



CZ
 
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The feature you mention is CallBack not Call Queue.

I'm very interested if you can get Call Queue working as many customers upgraded from an INDeX would like to have this feature.
It should be a feature supported from 2.1 upwards but I can't get it to work either.

 
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Very frustrating. Any customer who upgraded from a Nortel system will likely be expecting this feature as well. It's a pretty common telecom function.

If anybody else has any insight on Call Queue it would be greatly appreciated!



Peter Sherwood
Morrack Consulting
Affordable World Class Off-site Backup!
 
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The feature works, we usually don't use it directly on the phone but we have a Softconsole-like application that uses the shortcode for camping callers on busy extensions.
 
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So you had to write custom software to get a call to camp-on to an extension? That bites.

Has anyone ever gotten Call Queue to work from a phone? Either with the programmable button or with the default shortcode?



Peter Sherwood
Morrack Consulting
Affordable World Class Off-site Backup!
 
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That's actually a part of a bigger 3rd party application :)

I have user Call Queue directly on the phone to, but I had problems getting it to work on other installations.

You might have the use the "Can Intrude" and uncheck "Cannot be intruded", haven't really had the time to check why it didn't work on my other site.
 
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Is this not what you need?
And if it doesn't work, then its broken; report to Avaya.

Call Queue
Queue the current call to the destination phone, even when the destination phone is busy. This is the same as a transfer except it allows you to transfer to a busy phone.

Telephone Number
Target extension number.

Default Short Code
*33*N#

Programmable Button Control
Queue

Example
Below is an example of the short code setup. N represents the extension the caller wishes to queue for. For example, if a user dials *33*201# while connected to a caller, this caller will be queued for extension 201.

Short Code: *33*N#

Telephone Number: N

Feature: CallQueue

 
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Have you tried using the dailCW feature instead (dial with call waiting)
this will ring the busy phone & play a CW beep regardless of the call waiting setting on that phone.
(not 100% sure if it will work correctly with those damn aperance keys though)
 
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Intrigant, the feature you pasted from the help files is exactly what I need and what I've been trying to use. It just plain flat out refuses to work though. With a button programmed on a phone it just ignores it when you press the button - no error message, no tones, it's as if the button is blank. With a shortcode from an analogue phone it just gives a steady tone. I'm trying to use it on 3.2.17 firmware, and was rather hoping someone would reply and confirm that they've used it on a different firmware load successfully (making it a 3.2 bug). I'm reluctant to downgrade the customer in the hopes it might work on a different release :)

IPGuru I'll try the dialCW feature as a bandaid, but this customer was just upgraded from a nortel system and are expecting a working camp-on feature (they used it all the time on their norstar).

So, if anyone can recall this feature ever working on any firmware release it would be helpful to know...



Peter Sherwood
Morrack Consulting
Affordable World Class Off-site Backup!
 
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Just tested this on my labsystem and it worked fine.

I used a SOE using software 3.2 17 with two 5402 (extn 218 and 206) and BRI8.

I made a call from 206 to an external destination.
Made a call from my cell phone to 218.
From 218 I answered the call and then hit "Transfer" and *33*206#.
My cell phone hear MusicOnHold and is camped on extension 206.
When 206 disconnects it's first call the call from my cell starts to ring on 206 and can be answered.
The cell hears MusicOnHold until the call is answered.
 
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Hi Morrac It's been a while since we saw you here

I think we may have a case of miss-op

dail Que is used to transfer a call to a busy ext
it is not useable to call a busy ext
i have just tested on bothe V3.0 & V3.2 as follows

call setup ext 206 to 202
recieved call on 205
205 place call on hold
dial *33*202# (wait for confirmation Beep)
hangup 205

when 202 is disconnetd the queued call is recieved

I hope this helps

(trying to dial *33*N# without a call on hold gives call rejected)
 
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Hmmm, strange... I'm definately trying to transfer an outside caller using call queue, not dial the busy extension myself. I'm wondering if the problem is locale specific... I'll play around with this some more. At least I know it works for someone else on 3.2.17 so there is hope.



Peter Sherwood
Morrack Consulting
Affordable World Class Off-site Backup!
 
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hold the phone , I was using a beta of the maint release (sorry)
I gues that this means if it is broke in V3.2(17) it is fixed when the maint release becomes available - 13/10/06 -is the latest release date.
 
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Use the phone again :) , I've got it to work in 3.2 17.

Just tested it on our live system as well.
 
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Ok, an update for anyone else that may run into grief with this feature. After being busy with other stuff I finally got back to messing around with this. Made two discoveries:

1 - The problem I was hitting was that you can't make an OUTbound call and then try to Queue it to a busy extension. The feature only works for INbound calls (which is a tad dumb IMHO but I can live with that).
2 - The "Call Queue" programmable button does absolutely nothing no matter how you try to use it. Instead, program a button as Dial *33* and label it Queue or CampOn or whatever. Train your users to hit transfer (on an INbound call only), then the "CampOn" button, then #.

Thanks to Janni and IPGuru for confirming for me that the feature did in fact work on 3.2.17 - otherwise I might have thrown my hands up and wasted gobs of time trying other firmware releases instead of pressing through to the solution.



Peter Sherwood
Morrack Consulting
Affordable World Class Off-site Backup!
 
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Nice to find that it didn't work on outbound call, didn't even think that could be a problem.
Probably another "Design intent" from Avaya :)
 
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Whoops just spotted a mistake in my previous post. On point #2, the proper instructions for the users would be to hit transfer, then the "CampOn" button, then dial the EXTENSION number and then #.



Peter Sherwood
Morrack Consulting
Affordable World Class Off-site Backup!
 
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