Waiting queues

A waiting queue is a list of parked calls (listening to music) waiting for the called party to be available. If OneContactPBX receives a call for a busy extension with an associated waiting queue, then, the incoming call will be parked (the caller will listen to music). When the called extension becomes available, it will receive a call from the calling party. If the call is answered, the caller will be removed from the waiting queue (unparked) and connected to the extension. Otherwise, the call will be routed depending on the routing rules and, if some extension answers, the caller will be removed from the waiting queue and connected to that extension. If there’s no routing rule or none of the extensions answers (by rejection or by timeout), the caller will be removed from the waiting queue and the call will be disconnected.

Note: All waiting queues are FIFO (First-In-First-Out).

If you want to know more about some of the concepts on this article, click here.