It is clear to the caller that the callee is busy and he will try again later. There is a slight effort by the caller but no extra effort by the callee.
The function call waiting is so to speak the opposite of ‘BusyOnBusy’: the caller gets a ringing tone or a (music) call tone signaling that it is ringing at the callee, the callee receives a signal that there is a call waiting and eventually the caller’s details. Has the callee identified the caller, he can still reject the caller by pressing a key and the caller will receive a busy signal.
Alternatives to busy signal and dial tone
Alternatives to busy signal and dial tone are the redirect function on a busy signal, automatic callback, or the use of a voice mailbox:
The redirect function is only useful if the redirect target is also likely to be available – a redirect to your own cell phone does not make sense in the case that you are already engaged in a call. Also the redirect of calls among colleagues often lead to confusion. It should be kept in mind, that the processing of redirected calls by colleagues take up valuable work time.
Automatic callback is a simple and fast activated function – the caller does not have to prepare a message for the voice mailbox and is not connected to another (perhaps from his point of view “useless”) contact person. Pressing a button executes the callback request and is filed with the called party. This feature is the least time intensive for the caller and the called party.
The use of a voice mailbox is quite feasible, we all know how it functions – to be considered is the amount of time that is lost by listening to the message and the recall, this should be in balance to the information content of the message. This function should not be abused by colleagues informing you that they are going to lunch.
However, there are some varieties of call waiting and BusyOnBusy functions, for example:
- depending on the caller: you can activate the function that you are not available for internal calls but that further customer calls are still signaled while being engaged in a call,
- depending on call destination: you can block calls to your group extension, but are still available for a second call under your direct extension,
- depending on the device: You have enabled multiple devices under a call destination, you can decide if a busy signal should be generated when you make calls to one of these devices under the target number, or if the other devices should signal the call anyway. That is yet another group function,
- depending on your status: If you are participating in a conference call, it is extremely impractical to handle other callers at the same time but during a single phone call it is often desirable and useful
- depending on the number of callers: In the traditional telephony, it was usually only possible to use a maximum of two simultaneous calls. With the capabilities of modern IP systems, this number is only a theoretical value. Nevertheless, it obviously makes sense, not to handle 6 or 10 calls simultaneously, but for example, to limit handling to one plus another call.
Especially in Lync Server 2010
The Lync Server 2010 currently does not offer the ‘BusyOnBusy’ function as default which means that the call waiting function is permanently activated. colima SimpleRoute and Cerebro both offer the above mentioned extensive functions. Even with SimpleRoute, it is very easy to activate ‘BusyOnBusy’ for all or selected users, and specified phone numbers. The possibilities of Cerebro go far beyond that.
Important: Call history is an important feature of ‘BusyOnBusy’ where rejected calls are logged and listed (Exchange / Outlook) and clearly presented to the callee. The callee does not only have a clear overview of rejected calls but can also immediately execute the callback function.