The Camp-On Feature
The Camp-On queue
The camp-on queue allows to directly transfer a call towards an internal number. If the number is busy or not answering, Advanced Queuing keeps the call waiting, and the caller hears music on hold. When the destination number becomes available, the call is automatically transferred to that number.
The call is kept on the camp-on queue:
Until the maximum waiting time is reached
Until an agent manually retrieves the call
Until the destination number becomes available
Camp-on feature requires to configure a special prefix to be added to target extension number to park the call on a busy recipient.
If you are leveraging the Webex Calling SIP Routing method, the prefix +28 is already properly routed to Imagicle Advanced Queuing and you just need to configure UCX Suite’s Camp-On Queue Phone number field with +28xxxx, where xxxx is an unused directory number in your WxC MT Org.
If otherwise you are leveraging the alternate Webex Trunking method, an additional configuration is required on Control Hub, to add a Dial Plan pointing to Imagicle SIP trunk for any number starting with +28. This configuration is highlighted here.
Operators using UCX Attendant Console can leverage the camp-on queue through a dedicated button included in the client’s GUI. Agents using UCX Agent Console or standard users may park the calls by dialing:
+28xxxx<destination number>
E.g. +2800002301One camp-on queue is built in. You can add more camp-on queues, if you want to reserve the feature to specific operators. In that case, you may edit: Queue Basic settings, Call Distribution advanced settings, a subset of the Voice Messages and the Queue Permissions.
The maximum number of call that can be parked on all camp-on queues is double the number of licensed channels. E.g. if you purchased 8 channels license, you get 16 camp-on channel resources.