Queued Calls Area

Within the Queued Calls area, you will see the following five areas to help manage calls:

Incoming Calls allows you to view and answer calls. The Incoming Calls display shows recalls at the top of the list, then all other calls either in order of arrival, or in order of assigned call-answering priority (if you have specified line priority).
Calls on Hold allows you to view or retrieve calls you have put on hold.
Transferred Calls allows you to view and retrieve calls that you have transferred and are ringing an extension.
Parked Calls allows you to view and retrieve calls that you have parked against an extension.
My Queued Calls allows you to get a comprehensive view all the current calls in the console, that is, the Incoming, Held, Transferred, and the Parked calls.

To access the Queued Calls area

Click the corresponding tab in the Queued Calls area.

OR

Click Calls in the Menu area, followed by the Incoming Calls, Calls on Hold, Transferred Calls, Parked Calls or My Queued Calls.

OR

Press the corresponding Incoming Calls, Calls on Hold, Transferred Calls, Parked Calls or My Queued Calls keyboard key.

Note: Depending on how you customize your Queued Calls area, each one may display a variety of the call information presented below. Some of the call information is hidden by default; you can choose to hide or display columns depending on your call-processing needs.

Incoming Calls display

When an incoming call arrives, the following call information appears in the Incoming Calls display:

Incoming Call ID

Total time that the call has been queued

Caller’s name and number

Line name or line number indicating what line the call arrived on.

Type of call, if the call is a recall (this field is hidden by default)

Device type that the caller is using, if the call is internal; or the trunk type that the call arrived on (this field is hidden by default)
VIP status for a guest (optional)

Calls on Hold display

When a call has been placed on hold, the following information appears in the Calls On Hold display:

Call on Hold ID
Hold Order Icon indicates the last held call (appears beside the last call placed on hold)

Time and Total time

Caller’s name and number

Note - use this field to annotate the call on hold. To edit this field, click on it and type.

Private Number indicator (hidden by default)

Combined BLF Status and DND status

For Name and Number - name and extension of the person the caller is trying to reach

Department and Location - the department and location of the person the caller is trying to reach
VIP status for a guest (optional)
Presence information

Transferred Calls display

When a transferred call is released, the following call information appears in the Transferred Calls display:

Transferred Call ID

Transferred Time and Total time

Caller’s name and number

Notes - This field can be modified while the call is being answered or when it is placed on hold.

Line that the caller dialed and that the call arrived on.

icon that indicates the privacy status of the destination

icon that shows the BLF status of the destination

Transferred To shows the name of the person you transferred the call to

Number, Department and Location of the person you transferred the call to.
VIP status for a guest (optional)
Presence information

Parked Calls display

When a call is parked at an extension, the following call information appears in the Parked Calls display:

Parked Call ID

Parked Time and Total time

Caller’s name and number

Notes - This field can be modified while the call is being answered or when it is placed on hold.

Line that the caller dialed and that the call arrived on.

icon that indicates the privacy status of the destination

icon that shows the BLF status of the destination

Parked At shows the name of the person for whom you Parked the call

Number shows the number of that person
column indicates the parking slot number
Department and Location are for the person for whom you Parked the call.
VIP status for a guest (optional)
Presence information

My Queued Calls display

The My Queued Calls tab displays all the calls that are active in the Queued Calls area based on the longest total time. The following information appears in the My Queued Calls tab:

A queue type icon to indicate the type of call (incoming, held, parked or transferred).
All of the fields available within the Incoming Calls, Calls on Hold, Transferred Calls and Parked Calls areas, with the exception of the Incoming Call ID, Transferred Call ID and Parked Call ID. Note that all fields are not enabled by default.

What do you want to do?

Customize the Queued Calls Area

Read Frequently Asked Questions about the Queued Calls display

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