Each Hunt Group can optionally have an associated overflow queue to which calls are routed if there are no idle members in the group to present the call to. Queued calls are distributed to the next available line in the Hunt Group as it becomes available (on a first-in, first-out basis).
Queuing provides an enhancement to the basic Hunt Group overflow on busy treatment, modifying both the determination and handling of busy conditions for the group. See the Hunt Group feature description for details about how busy conditions are determined, along with the sequence of treatment upon determining busy.
When a Hunt Group line becomes idle, each group it belongs to must be searched to determine if there are any calls queued that can be processed by that line. The sequence to search the queues is based on the priority of the queues for that member, with the lower-numbered priorities checked before a higher-numbered priority queue. Queues with the same priority can be checked in any sequence.
If the optional Maximum Time in Queue is not specified, a call remains in queue until either the caller abandons or a Hunt Group member becomes idle and the call is distributed. If it is specified, a call remains in the queue only for that maximum duration.
The sequence of treatment upon exceeding that duration in queue is as follows:
- If there is an overflow DN, the call is routed to it.
- Otherwise, if there is a night service DN, the call is routed to it.
- Otherwise, busy tone is given.
The administrator can specify the following for each Hunt Group queue:
Maximum number of callers that can be simultaneously queued (up to 511)Note:
Audible treatment heard by a caller while in queue (for example, customizable sequences of ringing, music, announcements, or combinations of these items). A media server is required to provide the audible treatment.
Maximum time in queue threshold (0 [unlimited time] up to 43,200 seconds [12 hours]). This value is optional.
Since 22.214.171.124 of Lotus Sametime Unified Telephony it is possible to obtain the calling party information of a queued call via CSTA (Computer Supported Telecommunications Applications).
Parent topic: Hunt Groups