Filter
Top Products
lMl66-083 Description Of System
Feat.
Other
Calls:
This is a summation of the time
spent on outgoing call activity, incoming call
activity on non-department lines, plus all intercom
call activity.
On-Duty Time: The on-duty time includes a
summation of idle time, department call time,
wrap-up time, and other call time.
Off-Duty Time: The time that a station spent in a
do not disturb mode. While in a do-notdisturb
condition, a station is not available tc receive
calls. The station user sets a do-not-disturb
mode by pressing DND and repeats the
procedure to clear the do not disturb mode.
UnansweredCalls:
Total number of calls that
went unanswered at a department.
Calls Answered After
36
Seconds:
Total
number of calls that waited at least 36 seconds
(approximately six rings from the CO) before
being answered.
Calls Handled By Overflow Station:
Total
number of calls that were answered and
transferred by the overflow station and then
answered and serviced by another station.
Calls Terminated At Overflow Station:
Total
number of calls that were received by the
overflow station and were either answered but
not transferred or were dropped by the caller
before being answered.
Also refer to the discussion titled: Direct Department
Calling with Departments Call Distribution (DCD).
DESIGNAT;;tIK?d&AMMABLE
Station programmable buttons can be assigned to
provide one-button access to a broad range of
features. There are designated buttons that must be
assigned at each station using station class of service
programming but the auto rediai button and response
message button are designated programmable
buttons that can assigned by the station user.
DIAL 0 FOR SYSTEM Al-l-ENDANT
The system attendant station (station 10) is signalled
whenever the digit 0 is dialed on the intercom line.
DIRECT DEPARTMENT CALLING
WITH DEPARTMENTAL CALL
DISTRIBUTION (DCD)
Direct department calling has been enhanced wtth
departmental call distribution (DCD) and provides a
means by which outside lines can be assigned to one
of four different departments. Calls received on
department lines and calls that are transferred to a
department from within the system search for an idle
station in that department. Department calls are
distributed evenly throughout the department stations
for answering with individual stations having the ability
to be taken out of service as necessary. Calls received
on department lines and calls that are transferred to a
department from within the system are placed in a
queue for servicing. New calls, transferred calls, and
held calls are all assigned a time stamp by the system
so that they will be serviced in the order of their arrival.
Up to four departments can be formed with up to 16
stations (plus one overflow station) allowed in each
one. A station can be assigned to more than one
department, if desired. Since a station can be
assigned to more than one department, the attendant
station can be added to serve as the overflow station
for all departments if desired. Separate pilot numbers
(extension numbers) can be assigned to each
department to be used for making intercom calls or
doing call transfers to the department.
The direct department calling feature requires that lines
and stations be assigned to a department. It does not
require that department lines be assigned to to appear
at buttons on department stations. If direct line
appearance of a particular department line to a
particular department station is required, it can be
assigned. If this assignment is made, ensure that
neither direct nor delayed ringing is enabled for that
line at that station.
An incoming call searches for the first station available
to answer a call. lf all stations in a department are
busy or are ring no-answer (RNA), the call will go to
the overflow station in that department (if one has been
programmed). lf there is no overflow station
programmed, the call continues to try the department
stations until
tt
is answered or dropped by the caller.
The caller continues to receive ringback tone until the,
call is answered. The overflow station can service the
call or transfer it back to the department using the
department pilot number. When the call is transferred
back to the department by an overflow station, it will
not return to the overflow station until that station is
idle and has no ringing calls either new or transferred.
instead, the call will
campon
at the department and
walt for a station to become idle. The caller will receive
music while on hold if the system is so equipped. To
provide reassurance to the caller during ringing it is
recommended that a music source be connected to
the system. The call will remain in a held state until it is
answered
or until the department transfer recall
timeout period has ended. When the recall timeout
period has ended, the call will return to the transferring
station.
Intercom calls that are made to the department will test
the department stations for busy or a RNA If all
stations are busy, a busy tone is returned to the caller.
Intercom calls will not camp-on at the department but
will go to the overflow station.