Howto:Use phone built-in dispatch functionality and switchboard operator

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This article discribes the usage of IP200/IP230 phone as operator switchboard.

Applies To

This information applies to

  • all innovaphone V6 IP Phones


Configuration

  • Enable "Call Waiting" at the phone. Select the most suitable mode under "Configuration/Registration x/Preferences/Call Waiting".
  • If necessary increase the phones dispatch queue size. By default the dispatch queue size is 5, i.e. in addition to an active call and a held call there may be 5 waiting calls (either ringing or connected before already):
config add PHONE APP /max-queue <max-calls-in-queue>
  • Further you can restrict the number of ringing calls in queue. The default is 5 again:
config add PHONE APP /max-queue <max-ringing-calls-in-queue>
  • In the PBX user object of the dispatching user configure the maximum number of calls to handle according to the configuration of the phone. The “Busy on … calls” field defines how many calls may be pending at the phone. If this number is reached the PBX rejects any further call with cause "user busy".

Call Handling

There are no special handling procedures or key mappings for a V6 phone used a an operator phone.


Call handling in idle mode

An inbound call is accepted by going offhook or pressing the speaker key. If headset mode is configured a call can also be accepted by pressing the respective headset key, i.e the space key (ip200, ip200A), the OK key (ip230) or the EHS (Electronic Hook Switch) key of the headset (ip230 with DHSG capable headset).

An outbound call is created by going offhook, pressing the speaker key or the respective headset key and dialling the number or by first typing the number pressing one of the keys.

As soon as a call is accepted or created the phone enters the active mode.


Call handling in active mode

There are up to three calls displayed on a phone in active mode:

  • active call - lines 1/2 or 3/4
  • held call (if any) - lines 1/2 or 3/4
  • first queued call - lines 5/6

The 'active call' is connected to the speaker and the microphone, it is always displayed inverted.

If there is no 'held call' already and the R-key is pressed the 'active call' is put on hold and thus becomes the 'held call' and a new call is created which becomes the 'active call' now.

The 'held call' can be made the active call again by pressing the R-key twice.

Inbound calls in are queued to the dispatch queue and signalled by a short tone (if configured). The caller receives a call waiting indication and hears the alerting tone. If a ringing call is not picked from the queue within 2 minutes the call will be disconnected and the caller receives a "user busy" indication.

The down-arrow key

Pressing this key requests to move the 'active call' to dispatch queue.

  • active call, held call and queued call(s):
    • the 'active call' is put on hold and moved to the top position of queue, the 'held call' becomes the active call, thus making room for a consultation call
  • active call and queued call(s), no held call:
    • the 'active call' is exchanged with the first queued call, i.e. the first queued call becomes the new 'active call', the previously 'active call' is put on hold and becomes the first queued call
  • active call only, no held call, no queued call:
    • the key is ignored

The up-arrow key

Pressing this key requests to get the first queued call and to make it the 'active call'.

  • active call, held call and queued call(s)
    • the 'active call' exchanged with the first queued call, i.e. the first queued call becomes the new 'active call',
    • the previously 'active call' is put on hold and becomes the first call of queue. The 'held call' remains the 'held call'.
  • active call and queued call(s), no held call
    • the first queued call becomes the new 'active call', the previously 'active call' is put on hold and becomes the 'held call'.
  • active call only, no held call, no queued call:
    • the key is ignored


Toggling through dispatch queue

Pressing the R-key followed by redial-key toggles through the disptch queue entries. The displayed entry becomes the top entry then.


Disconnecting a call when the dispatch queue is not empty

When the 'active call' is disconnected and the is no 'held call' the first queued call is signalled like a normal call in idle mode. If the queud call was in alerting state the phone rings, if the call was on hold the call is reconnected and indicated by a short acoustical signal. The call can be accepted like a normal inbound call, if the handset is still offhook the call can be accepted also by the disconnect key.


Creating a consultation call, toggling between calls

If only the 'active call' exists, a consultation call is created by pressing the R-key, the 'active call' is put on hold and becomes the 'held call'. Pressing the R-key twice toggles between the two calls. If there is a 'held call' already the down-arrow key will make room for a consultation call.


Transfer

All kinds of transfers are performed as usual. If no 'active call' remains after transfer but there are calls left in the dispatch queue the first queued call is signalled like a normal call in idle mode.