Avaya Cloud Office uses call queues for specific extensions through the school district. Call queues are typically used for building main office extensions and other scenarios where more than one person is responsible for answering calls for that extension.

From the caller's perspective

• Users will be greeted by an automated welcome message and hold music until their call is answered. Callers will remain "on hold" for up to two minutes before being sent to voicemail.

Call queue members

• Avaya Cloud Office will ring the phones of queue members either simultaneously or in a specific order. The Technology Department defines this setting depending on the type of call queue.

• To identify a call from a call queue, the caller ID will show "Call Queue Name - Calling Party ID." For example, "HS Main Office - WIRELESS CALLER or District - BRIDGEVILLE PA." 

• For call queues with multiple members, whoever answers the call first owns that phone call. You may then transfer the call to another party, another party's voicemail, or park the call for someone else in the same office to pick it up. Please see Transferring Phone Calls, Transferring directly to voicemail, or Using Call Park articles for more information.

• If a call is unanswered after waiting two minutes, the calling party will be transferred to a voicemail box specific to that call queue. Queue members will receive any voicemails left directly to their email. Alternatively, queue members can access the specific Call Queue voicemail by using the web or the Avaya Cloud Office desktop or mobile applications. For more information, please see the following article: Accessing Voicemail.

Call queue pickup members

• Certain Call Queues are configured with pickup members in addition to normal members. Pickup members have a dedicated button on their desk phones that will start blinking if a caller waits in the queue for more than one minute. Pickup members can then press a dedicated button on their phone to pick up the call waiting.