Overview
Call Waiting is a feature of your Virtual-Call Cloud PBX that signals a second incoming call while a user is already on a call. The user hears a call waiting tone and can decide whether to accept, reject, or ignore the new call.
When Call Waiting is disabled, callers reaching a busy endpoint immediately receive a busy signal, and the call is handled according to the configured busy forwarding rules.
Prerequisites
- Administrator access to the Virtual-Call Cloud PBX
- At least one configured extension
Configuring Call Waiting
Call Waiting is configured per extension and per UC Client individually. The setting is located in the Linkus Clients tab of the extension configuration.
- Navigate to Extension and Trunk → Extension.
- Click Edit next to the desired extension.
- Open the Linkus Clients tab.
- Enable or disable the Call Waiting checkbox for each UC Client individually.
- Click Save.
Available Settings per UC Client
For each of the three UC Clients (Mobile Client, Desktop Client, and Web Client), you can configure the following options:
| Setting | Description | Default |
|---|---|---|
| Call Waiting | When enabled, a second incoming call is signaled during an active call. The user can accept, reject, or ignore the call. | Enabled |
| Auto Answer | When enabled, incoming calls on this client are automatically answered. Useful for announcement phones, for example. | Disabled |
| Auto Answer/Intercom Call | When enabled, intercom and paging calls on this client are automatically answered. | Disabled |
Behavior When Call Waiting Is Enabled
When Call Waiting is enabled and a second call comes in while the user is already on a call:
- The user hears a call waiting tone during the active call.
- The incoming call is displayed on the phone screen or in the UC Client.
- The user can:
- Accept: The current call is placed on hold and the new call is answered.
- Reject: The new call is rejected and handled according to the busy forwarding rules.
- Ignore: The call continues ringing until it times out and is then handled according to the no-answer forwarding rules.
Behavior When Call Waiting Is Disabled
When Call Waiting is disabled:
- Incoming calls during an active call immediately receive a busy signal.
- The call is handled according to the configured busy forwarding rules (e.g., to voicemail or another extension).
- The user is not notified of the second call.
Interaction with Other Features
| Feature | Interaction with Call Waiting |
|---|---|
| Busy Call Forwarding | Only triggered when Call Waiting is disabled or when the user rejects the waiting call. |
| All Busy Mode for All Endpoints | When enabled and Call Waiting is disabled, all endpoints are reported as busy as soon as one is in use. |
| All Reject Mode for Endpoints | When the user rejects a waiting call on one device, all other devices stop ringing. |
Common Scenarios
Scenario 1: Customer Service — Call Waiting Enabled
In a customer service environment where employees should be able to switch between calls:
- Keep Call Waiting enabled on all clients (default setting).
- The employee can accept an important second call and hold the first conversation.
Scenario 2: Focused Work — Call Waiting Disabled
For employees who should not be disturbed by call waiting tones:
- Disable Call Waiting on all clients.
- Configure busy forwarding (e.g., to voicemail).
- Second callers are automatically redirected without disturbing the active call.
Best Practices
- Keep Call Waiting enabled by default so users can decide for themselves whether to accept a second call.
- Only disable Call Waiting selectively for extensions where interruptions are unwanted (e.g., conference phones or announcement endpoints).
- When Call Waiting is disabled, ensure that busy forwarding is configured so callers are not left without an answer.
- Inform your employees about how to accept, reject, or ignore a waiting call.
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