™
Call Queuing
Distributing incoming calls
for small businesses
Designed to work
with Allworx systems.
Sold as an option.
It’s fi nally here … the cost-effective call queue
Call Queuing
™
The Allworx® Call Queuing™ solution displays on your PC and integrates with
your Allworx phones using any Allworx system.”
“Allworx has earned us more
business and sales through
better communication.”
John Crowley, President, Biznetix
Multiple simultaneous queues. Allworx Call Queuing
supports up to 10 queues with 16 calls per queue and 32 calls
across all queues, at anytime, when using an Allworx 10x or
Allworx 24x. When using an Allworx 6x, you can have 10
queues of 8 calls per queue and 16 calls across all queues at
any time.
Answering options. Unlimited number of Allworx phones
can be programmed to ring when a caller enters the queue,
and the fi rst phone to pick up gets the call. This makes it
possible to set up workgroups assigned to specifi c queues.
In addition, each queue can be answered by any phone by
dialing a simple system extension. (The call queue feature
can be combined with built-in VoIP support for attractive
international calling rates.)
Remote user support. Users at remote sites can participate
in call queues at the touch of a button — now companies
can really offer 24-hour support by hiring people in various
time zones.
Continuous status. The status of each call queue is
continuously updated on your pc — allowing you to quickly
check vital statistics such as number of callers in queue,
longest wait time, and average wait time.
First in, fi rst out. Callers waiting in queue can be assured that
their call will always be answered in the order it was received.
Callers have the option of aborting the queue and proceeding
directly to voicemail, if so desired.
Custom greetings. You can record your own custom greeting
for each queue; each queue can be confi gured different ly.
Wait notifi cation. Callers in queue will hear system hold
music or a custom message played at programmed intervals.
Ring settings. Each phone can be set to respond to queue
conditions differently, including different ring cadences,
ringing after a user-specifi ed number of callers enter the
queue or after callers have exceeded a user-specifi ed time
period. Calls can be directed to managers or co-workers if
wait time becomes too long.
Visual indicators. Allworx phones indicate the status of the
queue line through variations in the color and blinking of
feature keys.
Programmable Feature Keys. The Allworx phones can be set
so that specifi c keys light up to represent specifi c call queues,
making it easy to identify which queue is signalling. Users
can “login” and “logout”.
Descriptive queue names. In addition to its queue number,
each queue can be assigned a friendly descriptive name
which appears whenever dropdown menus are available, or
on your phone display when the phone is ringing.
Call detail reporting. The data from the call queues can be
exported easily to Microsoft Excel or other spreadsheets for
further analysis.
Software key activation. The call queue feature can be
activated at any time by purchasing a software key from an
authorized Allworx reseller.
Presence routing. Users can direct their presence settings to
route incoming calls to any of the call queues (in addition to
voicemail, auto attendants, another extension or an outside
line or cell phone).
Page 2, Allworx Call Queuing Overview
solution designed for small businesses!
Callers in Queue
System shows number
Queued Calls
Displays on your PC and
is continuously updated
with vital information.
Queue
Lists all active queues,
each queue can be given
specific extensions and
descriptions.
of callers in each queue.
System
Administration
Every Allworx system
comes with a browser
based system admin tool
which lets you setup,
change or adjust key
features such as Call
Queuing.
Longest Wait
System tracks the
longest wait time of
caller in queue.
Average Wait
System tracks average
wait time across all
callers in queue.
Allwor x Call Queuing Over view, Page 3
Allworx® Call Queuing
™
Allworx Call Queuing is a perfect business solution for answering
customer demands.
The ultimate in customer satisfaction
With Call Queuing, small companies can now afford 24/7 customer support by hiring people in different time zones to
take incoming calls. When it is essential that every call into your company be answered, Allworx Call Queuing is the
best and most cost-effective answer.
How it works
The diagram below shows how Allworx can enable a limited staff to help many customers.
Customers Your s ta f f
A
D
B C
Queue 1: Support
Queue 2: Sales
Any Allworx system
A Customers around the world call into your phone lines throughout the week.
B The Allworx system answers every call with customized auto attendants.
C Based on keypad responses, callers are put into specific queues. Callers waiting in queue hear
system hold music or a custom message played at programmed intervals.
D Your staff in any location answers the calls in the order that they were received.
For more information, call 1-866-ALLWORX or visit allworx.com.
Toll Free 1- 8 66 -ALLWOR X • 5 85 - 421-3 850 • w ww.allwor x.c om
© 200 6 InSciTek Mic rosystems, Inc. All r ights reserved. A llworx is a registere d trademark of InSc iTek Microsyste ms. All other names ma y be tradema rks or registered tra demarks of th eir respec tive owners .
P/N: 8520084.3
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