What is a Call Queue?
- Your Department’s Main Number is a Call Queue.
- A Call Queue is a Virtual Phone Number that is NOT assigned to any one physical phone.
When this number is called, calls are forwarded to the direct numbers of all Members of the Queue in one of the following ways
(Department’s choice):
- All phones ring at the same time
- Member phones ring sequentially, one at a time
- One phone rings for each call on a Rotating basis (not recommended, in case someone is away)
What happens to a call in a Queue that is not answered?
- By default, the call will go to the Queue’s Voicemail. The Manager of the Queue will be notified of a new Voicemail, and can then check it. Optionally, the call can be redirected to another Extension instead, or hear a message that no one is available and to call back later.
- The Department Head will always be a Queue Manager.
- There doesn’t need to only be one Manager, and not every Manager needs to be Notified of a new Voicemail.
How do I manage a Call Queue?
- Go to phone.sunyorange.edu and log in with Single Sign-on
- Top-right, change “My Extension” to “Call Queue management”