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Incoming Business Communications
Successful call termination is the key to capturing all incoming communications associated
with revenue issues, client inquiries, decision data, etc. Call termination involves identifying
the called party and routing the call to a primary or secondary answering position. System
25 provides powerful tools for both call screening and call termination.
● Attendant Consoles allow one or two attendants to answer, screen, and steer
incoming calls using either Direct Trunk or Switched Loop operation.
With
attendant operation, incoming calls can be screened and forwarded to the appropriate
party for resolution, messages taken for absent clients, or forwarded to alternate
locations. Calls may arrive over any of the network facilities described in later
sections of these notes.
● Direct Inward Dialing allows incoming callers to reach specific individuals or
facilities without attendant assistance. This allows specific numbers to be advertised
for direct customer access to brokers, emergency services, etc. over a shared pool of
DID trunks.
● Direct Group Calling (DGC) allows incoming calls to be directed to a specific group
of stations.
Calls to a DGC group hunt for an idle station in a circular manner,
starting at the station following the last one called. If all group members are busy,
calls are queued and can be sent to a delay announcement. A DGC group can
terminate calls to sales, services, computer, announcement, etc. over either ordinary
CO trunks or DID trunks.
● Personal Lines provide dedicated outside lines for multiline voice terminal users and
are accessed via a dedicated button for both incoming and outgoing service. Up to
sixteen terminals may share a Personal Line with up to four parties simultaneously
off-hook. A personal line provides direct access to brokers, emergency service, etc.
over a dedicated loop start or ground start trunk.
Frequently, the called party is not available to handle an incoming call. System 25 provides a
number of methods for redirecting incoming calls to alternate resources.
● Call Following allows users who are away from their phone to receive calls at
another phone.
Users may login their Personal Dial Code (PDC) at any other System
25 voice terminal and receive their calls at that terminal.
This feature supports
roving personnel and shared office space for company staff.
● Call Coverage allows calls that are not answered within a specified number of rings
to be redirected to an individual covering station and/or a group of covering stations.
This is especially useful for Boss-Secretary arrangements, staff backup, and message
service.
This feature is versatile enough to permit suitable alternate answering
arrangements for virtually every level of employee. Special features, such as the
Send All Calls feature, which routes a user’s calls directly to covering station(s),
accommodate the day-to-day variations that occur in an employee’s work schedule.
● Station Hunting provides automatic redirection of incoming calls to an idle member
of a hunt group when the called party is busy.
l Call Pickup allows a user to answer a call ringing at another terminal. Directed Call
Pickup allows a user to answer a call ringing at any terminal by dialing the call
pickup code and the PDC of the ringing station.
Group Call Pickup permits calls to
any other terminal in the call pickup group to be answered by dialing the group call
pickup code. With Call Pickup, users do not have to leave their phone to answer
other’s calls. This feature is especially useful for local coverage in group offices not
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