Have you ever had an
emergency situation in which you needed to speak with someone, but his or her
phone line was busy? Wouldn’t it be helpful if your PBX had pre-emptive
calling as one of its features? Pre-emptive calling is when a PBX disconnects a
low-priority call to connect a high-priority call.
When pre-emptive calling is implemented on a private branch exchange (PBX),
each phone call is assigned a level of precedence or importance. There are two
types of precedence: explicit and implicit. Explicit precedence
occurs when a special priority prefix is input before making a call. For
example, security managers may be assigned a high priority prefix enabling them
to make emergency calls from any phone on the system.
An implicit precedence level can be assigned to an extension
and is used automatically when a call is made. A use for implicit precedence
might be to assign a high precedence to an emergency phone located in a public
area. In either case, the level of precedence is established before the call is
connected and is always determined based on the calling party. During the
connection process, if the destination is busy, the PBX compares the precedence
levels of the established call and the incoming call.
If the incoming call has higher precedence than the established call, the
called party may be notified of the higher-precedence call with a display
message or voice prompt. If the user does not disconnect from the current call
within a set time-out period, the call is dropped automatically, and the call
with the higher precedence is then connected to the called party. For cases in
which the incoming call does not have a higher precedence, it is handled
normally (busy signal, voicemail, auto forwarding, etc.)
Pre-emptive calling is a feature that can provide valuable internal services
for enterprise-level PBXs. For instance, a company with remote sites can set up
a hotline for each site to the system administrator, so that if something goes
wrong the remote site can get immediate help. Other applications include
security red phones, special links to business partners, and emergency service
notification (police, fire, 911).
Precedence can also be used to seize outgoing or networking trunks if needed
in emergency situations. In the case where all of the trunks are in use and a
high-precedence call is initiated, one of the calls at a lower precedence level
will automatically be disconnected to free the required trunk resource.