Product Listing
Call Queuing - V 7.0
Product Description
Call Queuing is an Advanced Intelligent Network (AIN) product that provides end-users with the ability to offer callers, who would normally reach a busy signal or voice mail, the opportunity to stay on the line (in queue) and have their call answered in person.
Each Call Queuing unit is provisioned with two queue slots. This allows two incoming calls to be held in queue.
POTS and PBX end-users who subscribe to Call Queuing must also subscribe to Call Forward Busy Line (USOC FBJ/EVB). Call Forward Busy Line forwards their incoming calls to the Call Queuing platform.
Centrex 21 and CCMS end-users who subscribe to Call Queuing must also subscribe to Call Forwarding - Busy Line or Call Forwarding - Don't Answer to forward incoming calls to the Call Queuing platform.
The following standard Call Queuing features can be changed by the end-user by calling the Update Center.
- Answer Notification - refers to the way Call Queuing notifies the end-user that the call being answered is waiting. When the end-user answers a call that has been holding, Call Queuing sounds a chime and notifies the end-user "Connecting" followed by another chime. Two chimes will follow if one or more calls are still in queue. Immediately after the last chime, the end-user may begin speaking to their incoming caller. Callers in queue can choose to continue to hold, hang up or leave a message and then leave the queue before the end-user completes their current call. Answer Notification can be turned on or off via the Update Center.
- Customized Greetings - end-users can control the type of announcement
that their callers hear when reaching Call Queuing during a busy
condition by accessing the Update Center. There are two
types of greetings:
- Standard/Custom Greeting
- Female/Male
- Pager Notification - end-users can have Call Queuing dial a pager, a wireline or wireless service when a caller is placed into a queue. The number must be a local or toll-free call. No voice will be heard on wireless and wireline services. The telephone number of the caller in queue will be displayed if available. Pagers will display 00 followed by the caller's telephone number.
- CenturyLink Call Queuing On/Off - can be turned on or off by accessing the Update Center.
The end-user manages the Call Queuing features via the Update Center.
Call the Update Center (*78 from the line with Call Queuing or 888-XXX-8052 from any touch-tone phone).
Exception: The Update Center telephone number is usually 888-NPA-8052. NPA = the area code of the number with Remote Access Forwarding/Scheduled Forwarding except in Minnesota, Iowa, and Arizona.
- In Minnesota for NPA 763 or 952, use NPA 612; e.g.,1-888-612-8052.
- In Iowa for NPA 641, use NPA 515; e.g., 1-888-515-8052.
- In Arizona for NPA 928, use NPA 520; e.g., 1-888-520-8052
- In Oregon for NPA 458, use 541; e.g., 1-888-541-8052
- In Oregon for NPA 971, use 503; e.g., 1-888-503-8052
After calling the Update Center the end-user:
- Follows the recorded instructions and enters their area code and telephone number.
- Enter the temporary or permanent four-digit security code. The temporary security code is always set to 1-2-3-4. The end-user will be instructed to establish a new security code.
Listen to the main menu for options.
Call Queing Announcements include:
| Initial Greeting | |
| Call forwards to Call Queuing | Thank you for calling (business name). All of our lines are busy at this time. It is important to us to answer your call in person. Please hold. |
| Subscriber has voice messaging/answering service | Subscriber has voice messaging/answering service (Same as above plus the following) If you are calling from a touchtone telephone, you may press 1 at any time to leave a message. |
| Hold Message with Voice Messaging/Answering Service Option | |
| 1st Message | Thank you for your patience. Please continue to hold. If you are unable to wait, and would like to leave a message, press 1 at anytime. |
| 2nd Message | Thank you for waiting. Your call will be answered in the order it was received. If you are unable to wait, and would like to leave a message, press 1 at anytime. |
| 3rd Message | Please don't hang up. We will answer your call as soon as possible. If you are unable to wait, and would like to leave a message, press 1 at anytime. |
| 20 minute message | To continue to hold, please press any key on your telephone keypad now. Otherwise, you will be sent to a messaging system. |
| Keypad not pressed after 20 minutes | We're sorry we were not able to answer your call in person. Please hold to leave a message. |
| Hold Message with No Voice Messaging/ Answering Service Option | |
| 1st Message | Thank you for your patience. Please continue to hold. |
| 2nd Message | Thank you for waiting. Your call will be answered in the order it was received. |
| 3rd Message | Please don't hang up. We will answer your call as soon as possible. |
| 20 minute message | To continue to hold, please press any key on your telephone keypad now. |
| Keypad not pressed after 20 minutes | We're sorry we were not able to answer your call in person. Please try again later. Goodbye. |
| Queues Full | |
| Voice messaging/answering service option available | Call routed to voice messaging/answering service |
| No voice messaging/answering service option | Thank you for calling. All of our lines are busy at this time. Please try again later. Goodbye. |
Call Queuing announcements may change in order to enhance the service, to hear the Call Queuing Announcements using the demonstration line call 877-440-8960. The demonstration line is not available outside the CenturyLink 14-state local service territory.
| Opening Greeting | Caller asked to hold or press 1 at any time if subscriber has voice messaging/answering service option. |
| Page is sent if Pager Notification is turned on. This occurs after the caller is asked to hold, but before the called is told to press 1 to leave a message if subscriber has messaging option. | |
| If queue slots are full, or Call Queuing is turned off, the caller is told that the line is busy and is asked to try again later, or routed to voice messaging/answering service if subscriber has option. | |
| Caller in Queue | Call Queuing checks every eight seconds to see if the subscriber's line is still busy. |
| While caller is holding, a message is repeatedly played, asking the customer to hold. After 20 minutes the caller is asked to press any key to continue to hold. The caller goes into queue for another 20 minutes if a key is pressed. | |
| If a key is not pressed to continue to hold, the caller is disconnected or forwarded to voice messaging/answering service if option is available. |
Soft chimes separate the different hold messages.
Availability
Call Queuing is available throughout CenturyLink QC.
Call Queuing is offered in selected 5ESS®, and DMS™-100 central office (CO) switch types.
Call Queuing is available with:
- Centrex 21
- Measured service
- High-Speed Internet
- Customized Call Management Services (CCMS)
- Private Branch Exchange (PBX)
Call Queuing is not available with:
- Centrex Prime®
- Centrex Plus
- Centron®
- Direct Inward Dialing (DID®)
- Digital Switched Service (DSS)
- Integrated Services Digital Network (ISDN)
Additional information can be found in the Pre Ordering Overview.
Compatibility & Restrictions
| Feature/Service | Rules/Restrictions |
| AIN Screening Services | AIN Screening services take precedence over Call Queuing. Once passed the screening service, callers will encounter Call Queuing if a busy condition exists. |
| Anonymous Call Rejection | When a Call Queuing end-user also has Anonymous Call Rejection and the incoming caller has unblocked their number using *82, when the call comes out of queue the calling party number will appear on the CPE but the name will appear as "Anonymous" or "Private". |
| Call Curfew® | Not compatible |
| Call Forwarding Busy Line | End-users, who use Call Forwarding Busy Line to emulate a
hunt group, must put C7QPA USOC on the pilot number.
|
| Caller ID Blocking | If the calling party has Caller ID Blocking:
|
| Call Pickup | Compatible |
| Call Rejection | Compatible |
| Call Trace | Compatible |
| Call Waiting | Not compatible |
| Call Waiting ID | Not compatible |
| Caller ID | Not compatible |
| Dial Lock® | Compatible |
| Do Not Disturb | Not compatible |
| Hunting | Series Hunting
Multi-Line Hunting
Multi-line Hunting with Call Forwarding Busy Line/Don't Answer:
Call Forwarding Don't Answer:
|
| Last Call Return | Compatible |
| Market Expansion Line® - (MEL) | Calls to a MEL that forwards to a end-user with Call Queuing will encounter Call Queuing and go into queue if a busy condition exists. |
| Trunks | Call Queuing:
|
Pricing
Rate Structure
Call Queuing may have a recurring and a nonrecurring charge based on state specific Tariffs/Catalogs/Price Lists.
Rates
Retail rates for this feature can be found in the state specific Tariffs/Catalogs/Price Lists.
Rates and/or discounts are available in Exhibit A or the specific rate sheet in your Interconnection or Resale Agreement.
Ordering
Ordering Rules
Additional information on ordering can be found in the Ordering Overview.
Feature Activity Types (Action Codes)
The valid Feature Activity Types are:
- D = Disconnect
- N = Add
NOTE: When changing from one feature to another, use N and D Feature Activity Types.
Feature Codes (USOCs)
| Product | Feature | ||||
| Call Queuing | Call Forwarding Busy Line/Don't Answer Expanded | Call Forwarding Busy Line/Don't Answer Intraoffice | Call Forwarding - Don't Answer | Call Forwarding-Busy Line | |
| CCMS | C7QPA | Not Applicable | Not Applicable | MVPCA | MVPCB |
| Centrex 21 | C7QPA | Not Applicable | Not Applicable | 69H | 69J |
| PBX | C7QPA | FBJ | EVB | Not Applicable | Not Applicable |
| POTS | C7QPA | FBJ | EVB | Not Applicable | Not Applicable |
The appropriate Call Forwarding USOC is required in conjunction with the Call Queuing USOC C7QPA if not already on records.
Feature Detail (FID and Data Requirements)
Following the USOC EVB or FBJ, include the FID CFNB (Call Forwarding Number - Busy Line) and the telephone number to which calls are to be forwarded when the line is busy.
Adding Call Queuing
This feature is ordered by including:
- Feature Activity Type N and USOC C7QPA
- Feature Activity Type N and appropriate Call Forwarding USOC from Feature Codes Table
- Feature Detail requires the FID CFNB behind the Call Forwarding USOC; e.g., N FBJ /CFNB NPA nnn-nnnn/TN NPA-nnn-nnnn
NOTE: If the end-user already has the USOC the appropriate Call Forwarding USOC on records, no action is required on that USOC.
Removing Call Queuing
This feature is removed by including:
- Feature Activity Type D and USOC C7QPA
Last Update: August 8, 2011
Last Reviewed: October 17, 2023