Issue with using Call Queuing, Busy on Held, & "receiving internal calls"

[cjjones1100]

Here is the scenario:

Receptionist phone receives calls from the main queue. The Busy on Held setting is enabled so that she can place a call on hold without receiving the next call in the queue. She places the call on hold, calls another employee and is waiting for a call back to deal the outside call that is still on hold.

Problem: The internal call goes to voicemail instead of ringing on the phone.

How do we stop the queue from sending another call until the current call on the phone has been dealt with, but still be able to call in and out internally? We have 4 appearance buttons currently setup.

Thanks in advance...

 

[amriddle01]

That's an inefficient way of handling calls, perhaps you should look at using park slots, busy on held applies to all calls, no way around it short of priority call shortcodes etc

 

[cjjones1100]

This only happens occasionally. Is there a way to separate internal and external calls such as an intercom bottom?

 

[amriddle01]

Nope, I would have mentioned it if there was