sundance-communications.com/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Call center functionality with IPO

I have been asked to set up a basic call center scenario. Six people will be fielding calls. Basically all they want to do is to be able to put mulltiple calls on hold and then to be able to pick up the longest call on hold first. This is Essential edition. Do they have everything they need? Does this require certain phones with larger displays? They have 4412s at the moment.

Nope they can do all that routing now.

You will just be creating hunt groups to queue. Even with Essential Edition, you can create the greetings telling people they are in ques and will be answered shortly...

Mongo, awesome. Can I setup a FIFO queue so that the first call presented to an available extension will be the longest on hold?

That is the only way it works when setting up a queue.
longest held call comes out first...sure you could override that and use call priority escalations, but that is getting into really tricky programming...