Administrator's Guide

Automatic callback
Issue 5 October 2002 1487555-233-506
Automatic callback for busy trunks
You can administer your system to call users back if they try to place an outgoing
call over a trunk group where all trunks are busy. This is sometimes called
Ringback Queueing.
If a multiappearance telephone user has an idle Automatic Callback button and
tries to access an all-trunks-busy trunk group, the call is queued automatically.
The lamp associated with the Automatic Callback button lights and confirmation
tone is heard.
Ringback Queuing is automatic for a single-line telephone. After dialing is
complete, the user hears confirmation tone if the queue is available. No action is
required.
The system will queue as many calls as allowed based on the Queue Length
field on the each trunk group screen.
The system checks the busy/idle status of
the trunk group just once. If all trunks are busy, the call queues, even if a trunk has
become available by the time the caller has completed dialing. This occasionally
results in the caller being called back immediately after receiving confirmation
tone and going on-hook.
Considerations
■ The system cancels an automatic callback request for any of the following
reasons:
— The called party is not available within 30 minutes.
— The calling party does not answer the callback call within the
administered interval (2–9 ringing cycles set in the Automatic
Callback-No Answer Timeout Interval field on the Feature-Related
System Parameters screen).
— The calling party decides not to wait and presses the same automatic
callback button a second time (multi-appearance telephone) or dials
the automatic callback cancellation code (single-line telephone).
■ automatic callback is administered to individual telephones by their COS
and cannot be assigned to the attendant(s). Multi-appearance telephones
must have an automatic callback button to activate the feature.