Lucent Technologies Definity Enterprise Communication Server 8.2 User Manual

Issue 1

April 2000

Features and technical reference 

1160

Automatic Callback 

You can administer your system to call users back if they try to place an outgoing 
call over a trunk group where all trunks are busy. This is sometimes called 
Ringback Queueing. 

If a multiappearance telephone user has an idle Automatic Callback button and 
tries to access an all-trunks-busy trunk group, the call is queued automatically. 
The lamp associated with the Automatic Callback button lights and confirmation 
tone is heard. 

Ringback Queuing is automatic for a single-line telephone. After dialing is 
complete, the user hears confirmation tone if the queue is available. No action is 
required.

The system will queue as many calls as allowed based on the Queue 
Length field on the each trunk group screen

. The system checks the busy/idle 

status of the trunk group just once. If all trunks are busy, the call queues, even if a 
trunk has become available by the time the caller has completed dialing. This 
occasionally results in the caller being called back immediately after receiving 
confirmation tone and going on-hook.

■

The system cancels an automatic callback request for any of the following 
reasons:

— The called party is not available within 30 minutes.

— The calling party does not answer the callback call within the 

administered interval (2–9 ringing cycles set in the Automatic 
Callback-No Answer Timeout Interval field on the Feature-Related 
System Parameters screen).

— The calling party decides not to wait and presses the same automatic 

callback button a second time (multi-appearance telephone) or dials 
the automatic callback cancellation code (single-line telephone).

■

automatic callback is administered to individual telephones by their COS 
and cannot be assigned to the attendant(s). Multi-appearance telephones 
must have an automatic callback button to activate the feature.

■

automatic callback works differently depending on if the called party was 
busy or did not answer the call. For a busy call, automatic callback takes 
place as soon as the called party hangs up. If the called party did not 
answer, the telephone must be used for another call and then hung up 
before automatic callback is activated.