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Priority Queuing Considerations
Two items must be programmed for Priority Queuing to occur:
A Home calling group can have only one Support calling group. A Support calling group, however, can support up to 31 Home calling groups.
If all Home calling group agents are busy, calls ring at available extensions in the Support calling group.
Calls go to the Home calling group queue only if all the agents in both the Home calling group and the Support calling group are busy.
If a caller to the Home calling group uses Prompt-Based Overflow, the call overflows to the Home calling group�s overflow group, not to the Support calling group�s overflow.
If calls are in queue for a Home calling group and a Support calling group is programmed, the calls can be processed immediately by the Support calling group.
If the priority level of the Home calling group is changed while calls are in queue, the calls are given the new priority level immediately.
If the Home calling group and the Support calling group have the same priority level, the Support calling group�s calls are processed first.
While waiting in queue, the caller hears the delay announcement for the Home calling group, not the one for the Support calling group.
A calling group with a non-local member cannot be programmed as a Support calling group.
When a call is retrieved from the Home calling group�s queue by a Support calling group member, the Support calling group display telephone shows the Home calling group�s label for the call type.
