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Call Queue, 12.1 Introduction

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Call Queue 12. Call Queue Introduction 12.1 Introduction A queue can be activated for the telephone numbers of any type of telephone, i.e. for system, analogue, ISDN and DECT telephones. If a call number with a queue is busy, calls to this number enter the queue. The caller first hears an announcement (if function "Announcer at busy" is configured) and then a dial tone. Calls which remain in the queue for too long are cleared from the queue. The caller then gets a busy tone. If all the positions in the queue are taken then any further calls also hear the busy tone. The time until an external call is cleared from a queue is defined by the network operator. In Germany this is usually two minutes and in other European countries usually three minutes. If more than one telephone number (e.g. trunk or team keys) has been configured for a telephone, separate queues are used for each number. On the OpenPhone 65/OpenPhone 75 system telephone, additional calls are signalled by a brief tone in the loudspeaker and in the display. If calls are in the queue, a number at the beginning of the second line of the display on the OpenPhone 65/OpenPhone 75 indicates how full the queue is. If more than one telephone number with a queue is configured on the telephone, the total number of entries are displayed. Calls in a queue are handled by the OpenCom X320 in the following order of priority: instant connection, door calls, automatic recalls, VIP calls, then other internal and external calls. Sensor calls thus have priority over other calls, for example. Calls of the same priority level are switched in the order of their arrival. The system administrator sets the number of calls that can be placed in a queue individually for each user group. The value can lie between "0" and "99". The "0" value deactivates the "Call queue" function for a user group. When the maximum number of calls in the queue is reached, further callers hear a busy tone. Only calls which have a "voice" service indicator are administered in a queue. 149

Section	Page
OpenCom X320	1
Mounting and Commissioning	1
Contents	3
1. Features	9
2. Factory settings on delivery	16
2.1 Telephony basic settings	16
2.1.1 OpenCom X320	16
2.1.2 General settings	16
2.2 Authorisations	17
2.3 Internet basic settings	22
3. Installation	24
3.1 Scope of delivery	25
3.2 Safety precautions	25
3.3 Declarations of conformity	28
3.4 Mounting location	28
3.5 Opening and closing OpenCom X320	29
3.6 Interface cards	33
3.6.1 Installing interface cards	33
3.6.2 Installing a Fax/V.24 card	35
3.6.3 Position of the interfaces	36
3.6.4 OpenCom X320 (2 slots)	37
3.7 Installing the power supply unit	41
3.8 Mounting	42
3.9 Port assignment, termination, cable length	43
3.9.1 S0 ports	43
3.9.2 Upn ports	47
3.9.3 a/b ports	48
3.9.4 Actor	51
3.9.5 LAN ports	52
3.9.6 WAN port	53
3.9.7 COM port	54
3.10 Power failure	54
4. OpenPhone 71/73/75: Extensions and accessories for system telephones	55
4.1 Power supply unit	55
4.2 Keypad extensions	55
4.3 Headset	58
5. Mounting the OpenCom X320 Rack InfoCom System	60
5.1 Safety Precautions	60
5.2 Technical Data	61
5.3 Mounting Interface Cards	61
5.4 Scope of Delivery	63
5.5 Installing interface cards (Example: Fax/V.24 card)	64
6. Configuration	66
6.1 Brief Guide to Initial Configuration	67
6.2 Configuring the OpenCom X320	69
6.2.1 Preparing the Configuration	69
6.2.2 Starting the Web Console	69
6.2.3 Loading the Online Help	71
6.2.4 Finishing the Configuration	71
6.2.5 Preconfiguration	71
6.2.6 Offline Configurator	72
6.2.7 Remote Configuration	72
6.2.8 Codes for IP Configuration	74
6.2.9 Setting up an Internet Connection from Remote (ISP Trigger Call)	75
6.2.10 Saving and Loading the Configuration	75
6.2.11 Receiving System Messages as E-Mail	76
6.2.12 Loading SW Updates	76
6.2.13 Resetting the System Data	77
6.2.14 Basic Hardware Settings Switch	77
6.2.15 Factory Settings	78
6.2.16 Generating Your Own MoH Files	79
7. Configuration Examples	81
7.1 OpenCom X320 in Computer Networks	81
7.2 Introduction to TCP/IP	82
7.3 OpenCom X320 in a Serverless LAN	83
7.3.1 DNS Name Resolution	84
7.3.2 Internet Access	84
7.3.3 RAS Access	85
7.4 OpenCom X320 in a LAN with an IP-enabled Server	86
7.4.1 DNS Name Resolution	86
7.4.2 Internet Access	87
7.4.3 RAS Access	87
7.5 Branch Link	88
7.6 Useful Information on Internet Access	90
7.6.1 Costs	90
7.6.2 Using the Web	90
7.6.3 E-mail	91
7.6.4 NAT	91
8. Voice over IP (VoIP)	93
8.1 Quick start	94
8.1.1 IP System Telephony	94
8.1.2 External SIP Line	95
8.1.3 Internal SIP telephony	96
8.2 Fundamentals	98
8.2.1 Propagation Delay and Bandwidth	98
8.2.2 Latency and Packet Length	98
8.2.3 Voice Quality	99
8.2.4 Optimisation	101
8.2.5 Call set-up	102
8.2.6 Useful services	102
8.3 Media Gateway (MGW)	103
8.3.1 Software MGW	103
8.3.2 MGW Interface Card	104
8.4 SIP Telephony	105
8.4.1 External SIP connections	105
8.4.2 Internal SIP subscribers	107
8.5 VoIP System Telephones	109
8.5.1 Device Properties	110
8.5.2 VoIP System Telephone Configuration	111
8.5.3 LAN DHCP Server	112
8.5.4 Start Procedure	113
8.5.5 Local Configuration	115
8.6 OpenPhone IPC	118
8.6.1 Installation	119
8.6.2 Configuration	119
9. DECToverIP®	121
9.1 Properties	121
9.1.1 DECT base stations	121
9.1.2 Features	122
9.2 Configuration	123
9.2.1 Dual operation	124
9.2.2 Synchronisation	124
9.2.3 Setting up the WLAN function	125
9.2.4 Configuring for a remote location	129
10. PBX Networking	131
10.1 Connections	132
10.1.1 Protocol: Q.SIG or DSS1	132
10.1.2 Master/Slave	133
10.1.3 L1 Clock	133
10.2 Types of Point-to-Point Connections	134
10.2.1 Direct Connection	134
10.2.2 Connection via an Active Transmission System	135
10.2.3 Connection via the Public Network	135
10.2.4 Connection via Q.SIG.IP	136
10.3 Configuration	137
10.3.1 Trunk groups	137
10.3.2 Routes	138
10.3.3 Numbering	138
10.4 Technical Details	139
11. Team Functions	141
11.1 Introduction	141
11.1.1 Explanation of Keys	141
11.1.2 Team Configuration	143
11.2 Examples of Use	144
11.2.1 Executive/Secretary Team	144
11.2.2 Three-member Team	146
11.2.3 Unified Team	147
11.2.4 Toggle Team	148
12. Call Queue	151
12.1 Introduction	151
12.1.1 Activation of Queues	152
12.1.2 Call Forwarding	152
12.1.3 Pickup	153
12.1.4 Hunt Groups	153
12.2 Examples of Use	153
12.2.1 Enquiry Station for an Operator with Two System Telephones	153
12.2.2 Group of Three Enquiry Stations	155
13. Multi-Company Variant	157
13.1 Configuring the Multi-Company Variant	158
13.1.1 Activating the Multi-Company Variant	158
13.1.2 Configuring and Managing Companies	159
13.1.3 Assigning Users	159
13.1.4 Assigning Trunk Groups/SIP Accounts	160
13.1.5 Allocating Routing Codes	160
13.1.6 Configuring the Company Exchange	161
13.2 Working with the Multi-Company Variant	161
13.2.1 Company Telephone Book	161
13.2.2 Making Calls Between Companies	162
13.2.3 Billing Charges per Company	162
14. Configuring the PC Software	163
14.1 PC Offline Configuration	163
14.2 Setting up TAPI	165
14.3 Setting up NET CAPI	167
14.4 Using the Systray Display	168
14.5 Browser for OpenCTI and OpenHotel	169
14.6 Setting up Video Telephony	170
14.7 Synchronising the PC Clock	171
14.8 Address Queries using LDAP	172
15. Frequently Asked Questions	174
15.1 General/Hardware	174
15.2 Telephony	175
15.3 DECT	177
15.4 LAN	178
15.5 Internet	179
16. Technical Specifications	182
17. Notes on disposal	185

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Call Queue

Introduction

149

12.

Call Queue

12.1

Introduction

A queue can be activated for the telephone numbers of any type of telephone, i.e.

for system, analogue, ISDN and DECT telephones.

If a call number with a queue is busy, calls to this number enter the queue. The

caller first hears an announcement (if function “Announcer at busy” is configured)

and then a dial tone.

Calls which remain in the queue for too long are cleared from the queue. The caller

then gets a busy tone. If all the positions in the queue are taken then any further

calls also hear the busy tone.

The time until an external call is cleared from a queue is defined by the network

operator. In Germany this is usually two minutes and in other European countries

usually three minutes.

If more than one telephone number (e.g. trunk or team keys) has been configured

for a telephone, separate queues are used for each number.

On the OpenPhone 65/OpenPhone 75 system telephone, additional calls are sig-

nalled by a brief tone in the loudspeaker and in the display. If calls are in the

queue, a number at the beginning of the second line of the display on the

OpenPhone 65/OpenPhone 75 indicates how full the queue is. If more than one

telephone number with a queue is configured on the telephone, the total number

of entries are displayed.

Calls in a queue are handled by the OpenCom X320 in the following order of pri-

ority: instant connection, door calls, automatic recalls, VIP calls, then other internal

and external calls. Sensor calls thus have priority over other calls, for example. Calls

of the same priority level are switched in the order of their arrival.

The system administrator sets the number of calls that can be placed in a queue

individually for each user group. The value can lie between “0” and “99”. The “0”

value deactivates the ”Call queue” function for a user group. When the maximum

number of calls in the queue is reached, further callers hear a busy tone.

Only calls which have a “voice” service indicator are administered in a queue.