A common question that pops up is how can an extension be setup to get call waiting alerts from ring group or call queue's?
Well this is a double edged sword of sorts. Currently, there is a way to get ring groups to present call waiting notifications to individual extensions but not all queues. This is trick because it is possible to have ring groups exit to call queues and vice versa and depending on what stage the call is in as part of your call routing plan that call waiting presentation may not be possible. It is important to understand the difference between ring groups and call queues as well.
It is our understanding that call waiting at the call queue level is being considered as future feature but isn't available at this time. For now, the standard behavior for call queues is that if an agent is occupied on a call and another call comes in even if the queue strategy is "Ring All" is will not present a second call to agent until they become available again. The only way to get notified of another call is to monitor the presence screen of the softphone application.
