on incoming calls in queue if an agent is busy, the call is not presented if call waiting is not active on the phone.
By doing so, however, when an extension calls another busy extension, it is free and not knowing that it is busy it may also think that it does not want to answer.
Sorry, but I read the statements, but failed to see what you would prefer to happen as a feature request.
The Q settings in the PBX allow for you to set the Q up so that agents can either handle mutiple calls or only one call at a time from a Q.
The Q is a system owned call, meaning that the system will control what happens to the call and will not follow call forward rules that might be set on a Q agent's extension. If the agent phone has multiple appearances and has call waiting set, then a call from another extension is not from a Q and not a system call and will therefore be allowed to reach the agent.
So, there are 3 scenarios -
1. The phone has call waiting enabled, the Q settings allow multiple Q calls - the result, the agent phone can handle multiple calls from the Q and from other sources at the same time until the call appearances (lines) are exhausted. The agent controls what is answered or rejected.
2. The phone has call waiting enabled, the Q settings only allow 1 call at a time - the result is that the Q will only send 1 call at a time, but the phone can still receo9ve calls from other sources. The agent controls what will be answered or rejected, but the system will limit the Q calls to 1.
3. The phone has call waiting disable, the Q settings can be set to either one call or multiple calls - the result is that the phone will now only accommodate 1 call at any given time from any given source. The agent controls what will be answered or rejected, but the phone controls it so that only 1 call is allowed.
Unified Communications
