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Call Queues and Route Points
A call queue or route point is a special address within the switch where calls
are temporarily held pending action. This characteristic is represented by the
bits LINEADDRCAPFLAGS_QUEUE and LINEADDRCAPFLAGS_ROUTEPOINT in the dwAddrCapFlags member in LINEADDRESSCAPS. All calls appearing on such an address are awaiting action by the
application, and there can be default actions that take place (for example, transfer to
an agent or trunk) if the application takes no action within a defined period of
time. The application must be configured by the system administrator so that
it knows what actions it should take regarding calls appearing on each queue or
route point address, and the amount of time available to decide on the action
to take.
Applications can determine the number of calls pending in a queue or route
point using lineGetAddressStatus. The lineGetCallInfo function can be used to obtain information such as calling ID, called ID,
inbound or outbound origin, and so on, and used by the application to make
decisions on call handling; calls can be redirected, blind-transferred, dropped, and
so on, or just allowed to automatically pass out of the queue to a destination.
A call goes to LINECALLSTATE_DISCONNECTED if it is abandoned. Calls go idle when they leave the queue; lineGetCallInfo can be used to read the redirection ID to determine where they were
transferred.
Some switches allow calls in a queue or on hold to receive particular
treatment such as silence, ringback, busy signal, music, or listening to a recorded
announcement. The lineSetCallTreatment function allows the application to control the treatment. The structure
delimited by the dwCallTreatmentListSize and dwCallTreatmentListOffset members in LINEADDRESSCAPS allows applications to determine the supported treatments. The dwCallTreatment member in LINECALLINFO indicates the current treatment, and a LINE_CALLINFO message with LINECALLINFOSTATE_TREATMENT indicates when this changes. The
LINECALLFEATURE_SETTREATMENT bit in the dwCallFeatures member in LINECALLSTATUS indicates when changing the treatment by the application is permitted. The
LINECALLTREATMENT_ set of constants defines a limited set of predefined call
treatments; service providers can define many more.
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