1.2 Receiving Group Features

1.2.1 Idle Extension Hunting

Description

If a called extension is busy or in Do Not Disturb (DND) mode, Idle Extension Hunting redirects the call to an idle member of the same idle extension hunting group, which can be programmed through system programming ( Idle Extension Hunting Group Member [681]). Idle extensions are automatically searched for according to a preprogrammed hunting type ( Idle Extension Hunting Type [680]).

This feature is also known as Station Hunting.

Type	Description
Circular Hunting	An idle extension is searched for in a circular fashion in the order in which the extensions were assigned to the group.
Terminated Hunting	An idle extension is searched for in the order in which the extensions were assigned to the group, until reaching the last extension assigned.

Assignment order: Idle extensions are searched for in the order in which the extensions were assigned as members of the group through system programming. For example, if a call is directed to the fifth extension assigned to the group, hunting begins with the sixth extension.

Conditions

•	Idle Extension Hunting applies to: Intercom, CO line, and doorphone calls made to a single extension.
•	An extension can belong to only one idle extension hunting group.
•	If all the searched extensions are busy: The PBX redirects the call to an overflow destination which can be assigned for each idle extension hunting group and each time mode.
	[Available Destination] The following can be used as overflow destinations assigned to an idle extension hunting group. Destination Availability Wired Extension (PT/SLT/T1-OPX) PS ICD Group PS Ring Group VM Group (DTMF/DPT) External Pager (TAFAS) DISA Analog/ISDN Remote Maintenance Idle Line Access no. + Phone no. CO Line Group Access no. + CO Line Group no. + Phone no. Extension of Another PBX (via TIE Line, Access with PBX Code) Extension of Another PBX (via TIE Line, Access without PBX Code)
•	FWD/DND Mode While searching for an idle extension, any extension which has set FWD–All Calls or DND will be skipped.

Feature Guide References

1.2.2 Incoming Call Distribution (ICD) Group Features

1.2.2.1 Incoming Call Distribution (ICD) Group Features–OVERVIEW

Description

An incoming call distribution (ICD) group is a group of extensions which is assigned a floating extension number. This floating extension number allows extensions in the group to answer calls directed to the group, as opposed to calls directed to just a single extension. ICD groups and their member extensions can be programmed in a variety of ways to handle incoming calls as desired. The number of agents (extensions which can handle calls at the same time) is programmable for each ICD group, and each group can be assigned a distribution method used to distribute incoming calls to its agents. Once all agents are busy, additional calls can be placed in a queue as they are received. When the number of calls in the queue reaches a specified limit, they can be redirected to another destination. Additionally, an extension assigned as the group's supervisor extension can monitor the statistics of calls received by the group, the number of calls waiting in the queue, etc., as well as change the status of group members. Extensions are assigned as members of an ICD group through system programming ( ICD Group Member [620]), and can belong to more than one group.

[Programming Example: ICD Group]

*1 ICD Group Floating Extension Number [622] *2 ICD Group Name [623] *3 ICD Group Distribution Method [624] *4 Maximum Number of Agents [632] *5 Queuing Call Capacity [628] *6 Queuing Hurry-up Level [629] *7 Overflow Time [626] *8 Destination for Overflow Time Expiration [625]/Destination When All Busy [627] *9 The tenant number programmed here is used to determine: a) The audio source for Music on Hold b) The Time Table used by each ICD group. (Selecting tenant 3 means the group will use Time Table 3, for example.)

Items A through F in the programming example above are described in the following diagram.

[Example of ICD Group 1 (Above)]

A through F below indicate settings shown above in "Programming Example: ICD Group". The numbers found in circles below indicate calls and the order in which they arrived.

*10 1.2.2.3 Queuing Feature *11 1.2.2.7 Supervisory Feature *12 1.2.2.6 Log-in/Log-out

1.	Group Call Distribution [ 1.2.2.2 Group Call Distribution] Incoming calls are distributed to agents of an ICD group using one of three methods, described below.
	Distribution Method Description Uniform Call Distribution (UCD) Each call is distributed to the extension following the last extension to answer a call, ensuring calls are distributed evenly. Priority Hunting An idle extension is searched for in a preprogrammed order. Ring All extensions in the ICD group ring simultaneously.
2.	Queuing Feature [ 1.2.2.3 Queuing Feature] If a preprogrammed number of extensions in an ICD group are busy, a preprogrammed number of additional calls can be placed in a queue as they are received. While calls are waiting in the queue, an outgoing message (OGM) or Music on Hold can be played for waiting callers.
3.	VIP Call [ 1.2.2.4 VIP Call] ICD groups can be assigned a priority, allowing calls in higher-priority groups to be answered before calls in lower-priority groups.
4.	Overflow Feature [ 1.2.2.5 Overflow Feature] When calls cannot be answered or queued, they can be redirected to a preprogrammed destination via ICD Group Overflow. Callers can also get a busy tone (Busy on Busy) or be disconnected.
5.	ICD Group Control Features
	Feature Description Details in Log-in/Log-out Member extensions can join (log-in) the group to handle calls, or leave (log-out) the group to take a break. Wrap-up time can be given to users after each call, allowing them time to finish their paperwork before being eligible to receive a new call. • 1.2.2.6 Log-in/Log-out Supervisory Feature Incoming Call Queue Monitor The supervisor extension can monitor various information about the group's calls on its display. • 1.2.2.7 Supervisory Feature Log-in/Log-out Monitor and Remote Control Monitor: The supervisor extension can monitor the Log-in/Log-out status of group members. Remote Control: The supervisor extension can change the status of group members.

Conditions

Feature Guide References

1.2.2.2 Group Call Distribution

Description

Each incoming call distribution (ICD) group has a specified number of extensions which can handle calls at the same time. ( Maximum Number of Agents [632]) This allows you to devote some of your staff to answering calls (call agents) while others carry on with their work. As calls are directed to the group, they are distributed to extensions using the desired distribution method until the preprogrammed number of agents are busy with calls. Once this number is exceeded, new calls to the group are placed in a queue ( 1.2.2.3 Queuing Feature).

1.	Distribution Method
	Each ICD group can use a different method of distributing calls to its member extensions ( ICD Group Distribution Method [624]), described below.
	Distribution Method Description Uniform Call Distribution (UCD)   Available extensions are searched for in the order in which they were assigned to the group, starting with the extension assigned after the last extension to answer a call. Searching is circular, i.e., if a call is answered by the last extension assigned to the group, the next call will start searching for an available extension beginning with the first extension. Priority Hunting  Available extensions are searched for in the order in which they were assigned to the group. Ring  All extensions in the group ring simultaneously. Delayed Ringing  Each extension can be programmed for Delayed Ringing ( ICD Group Delayed Ringing [621]), which allows extensions to be alerted to calls by flashing buttons only. Each extension can be programmed to not ring at all, or to ring only after a preprogrammed time has passed. Received calls can be answered even if they are not ringing.
2.	Call Waiting for ICD Group (Group Call Waiting)
	If all agents in a group are busy when a call arrives they can receive a call waiting tone. The Group Call Waiting mode selected through system programming determines how the call waiting tone is distributed to the agents. Note Each member extension must turn on Call Waiting for his or her extension in order to receive a group call waiting tone. ( 1.1.3.3 Call Waiting)
	[How the Group Call Waiting Feature Works] The selected Group Call Waiting mode and Group Call Distribution method determine how call waiting tones are distributed to agents of a group. * PTs and SLTs that have set Delayed Ringing as their ringing type will hear a call waiting tone at the same time as other extensions. If Group Call Waiting mode is "Distribution" and Group Call Distribution method is "Priority Hunting", the extension with priority will hear a call waiting tone. If Group Call Waiting mode is "All", every extension will hear a call waiting tone, no matter which Group Call Distribution method is programmed. [G-DN Button for Group Call Waiting] Group Call Waiting works differently depending on the assigned Group Call Waiting Distribution method, as follows: a) Ring: All busy extensions hear a call waiting tone simultaneously for the first incoming call, even if they do not have a Group Directory Number (G-DN) button. Additional calls are placed in the queue upon arrival. b) UCD/Priority Hunting: A call waiting tone is heard and an idle G-DN button flashes on an agent's telephone, according to the group's distribution method (UCD or Priority Hunting). As calls continue to arrive, they will be received on G-DN buttons until every G-DN button on every agent's telephone is occupied, after which additional calls will be placed in the queue, as shown in the figure below. Note that if an extension's G-DN buttons for a certain group are completely occupied, the Group Call Waiting for the group will not work at that extension.
3.	No Reply Redirection (UCD or Priority Hunting Method)
	If a call received at an agent's extension is not answered within a preprogrammed time period (No Answer time), the call will be redirected to the next agent according to the group's distribution method. If there is no available agent, the call waits until one becomes available.

Conditions

•	FWD/DND Extension Although members of an ICD group can set Call Forwarding (FWD) or Do Not Disturb (DND) for their extensions, each group can be programmed to ignore these settings, in which case the extensions will ring. ( 1.3.1 Call Forwarding (FWD)/Do Not Disturb (DND))
•	Group Call Waiting cannot be used simultaneously with VIP Call ( 1.2.2.4 VIP Call) and/or Wrap-up ( 1.2.2.6 Log-in/Log-out), as Call Waiting must be turned off in order for VIP Call or Wrap-up to function.

1.2.2.3 Queuing Feature

Description

When a preprogrammed number of extensions ( Maximum Number of Agents [632]) in an incoming call distribution (ICD) group are busy, additional calls can be placed in a queue as they arrive. Once a preprogrammed number of calls are waiting in the queue ( Queuing Call Capacity [628]), additional calls will be directed to the group's overflow destination ( 1.2.2.5 Overflow Feature). While calls are waiting in the queue, the calls are handled according to a Queuing Time Table ( Queuing Time Table [630]), which can be assigned for each time mode ( 2.2.4 Time Service).

Each Queuing Time Table consists of up to 16 sequences. Each sequence consists of a command which plays audio for the caller or controls how the call is routed, and once one sequence has been performed, the next sequence is performed if the caller is still waiting. The commands which can be selected for each sequence are explained below.

[Queuing Time Table Commands]

Command Description Condition OGM An outgoing message (OGM) is played for the caller. Once the message has been played, the next sequence is activated. Wait The caller waits for the specified time while hearing a ringback tone or Music on Hold. Music on Hold is played for the caller for the specified amount of time. If an OGM command has not been programmed for a sequence preceding the Wait command, the caller will hear a ringback tone for the specified amount of time. Sequence Jumps to a specified sequence. Used to create a loop within the table. None Overflow Directs the call to the overflow destination. None Disconnect Disconnects the call. None None Skips to the next sequence. If assigned to sequence 01, the Queuing Time Table will be disabled.

[Programming Example: Queuing Time Table]

*1 Sequences in Queuing Time Table [631] *2 A call will always be disconnected if it is not answered by the end of Sequence 16.

Example of Queuing Time Table 01 (Above)

Conditions

•	If a call is transferred to an ICD group and is handled by the Queuing Time Table, Transfer Recall will not occur even if the Transfer Recall time expires ( 1.11.1 Call Transfer).
•	Manual Queue Redirection The call which has waited the longest in the queue can be redirected manually to the overflow destination by pressing the Hurry-up button. Note that if a call is already ringing at an extension, it can not be overflowed. This feature is also known as Hurry-up Transfer. Hurry-up Button Any flexible button can be customized as the Hurry-up button. This button can be used for Manual Queue Redirection, and will also indicate the status of the group's queue using different light patterns, as described below.
	Light Pattern Calls in the Waiting Queue Off No queued calls Red on Calls are waiting in the queue Rapid red flashing The number of calls in the queue has exceeded the Queuing Hurry-up level ( Queuing Hurry-up Level [629])

Feature Guide References

User Manual References

1.2.2.4 VIP Call

Description

Incoming call distribution (ICD) group can be assigned a priority, allowing calls in higher-priority groups (VIP calls) to be answered before calls in lower-priority groups. To use VIP Call mode, it must first be enabled for at least one ICD group. Once it has been enabled, the priority of each group's calls is determined by its group number (lower-numbered groups have higher priority) and this priority affects which calls get directed to agents first. When an extension belongs to more than one group and it becomes idle, the next call it receives will be from the group with the highest priority of the groups it belongs to. VIP Call mode is only useful in situations where extensions belong to multiple ICD groups. Also note that when VIP Call mode is disabled for two or more groups, calls to these groups are distributed evenly in arrival order. In the example below, the three extensions are members of ICD groups 1 through 4. VIP Call mode is enabled for groups 1 and 3. Because group 1 is a lower-numbered group than 3, its calls will be answered first. Group 3 calls will be answered next, and groups 2 and 4, which do not have VIP Call mode enabled, are treated as equals. Calls from these two groups will be answered in arrival order after calls received by groups 1 and 3 are answered.

Conditions

•	Group Call Waiting ( 1.2.2.2 Group Call Distribution) cannot be used simultaneously with VIP Call. Even if VIP Call mode is enabled, it will not function when group extensions have turned on Call Waiting. Call Waiting must be turned off on all member extensions in order for VIP Call to function.

1.2.2.5 Overflow Feature

Description

When all agents in an incoming call distribution (ICD) group are handling calls, additional calls can be directed to a queue. When the queue is unable to accommodate additional calls ( Queuing Call Capacity [628]), its calls can be handled by the Overflow feature. This feature can either direct calls to an overflow destination or give callers a busy tone. Overflow destinations can be assigned for each ICD group and each time mode.

Overflow Feature Description Works When: Conditions  ICD Group Overflow Redirects calls to a different overflow destination depending on the reason for the overflow. A destination can be assigned for each time mode. a) There is no space in the queue. A destination must be assigned. ( Destination When All Busy [627]) b) A Queuing Time Table is not assigned and there are no extensions logged-in. c) An Overflow command is assigned to the Queuing Time Table. A destination must be assigned. ( Destination for Overflow Time Expiration [625]) d) The Overflow time (Overflow time [626]) expires. e) Manual Queue Redirection is performed. (Pressing the Hurry-up button.) Busy on Busy  Gives callers a busy tone. a) There is no space in the queue. An overflow destination must not be assigned. ( Destination When All Busy [627]) b) A Queuing Time Table is not assigned and there are no extensions logged-in.

[Example of Busy on Busy in use]

You have five staff members, of which only two should be on the phone at the same time. When two agents are handling calls, you want callers to hear a busy tone (not a ringback tone) to let them know that your company is open for business. Program your PBX as follows: the answering agent number ( Maximum Number of Agents [632]) should be "2", and the queuing call number ( Queuing Call Capacity [628]) should be "0". Do not assign an overflow destination ( Destination When All Busy [627]).

[Available Destination]

The following can be used as overflow destinations.

Destination Availability Wired Extension (PT/SLT/T1-OPX) PS ICD Group PS Ring Group VM Group (DTMF/DPT) External Pager (TAFAS) DISA Analog/ISDN Remote Maintenance Idle Line Access no. + Phone no. CO Line Group Access no. + CO Line Group no. + Phone no. Extension of Another PBX (via TIE Line, Access with PBX Code) Extension of Another PBX (via TIE Line, Access without PBX Code)

Conditions

Feature Guide References

1.2.2.6 Log-in/Log-out

Description

Members of an incoming call distribution (ICD) group can join (log-in) or leave (log-out) groups manually. Group members can log-in at the beginning of a work shift when they are ready to answer calls, and log-out at the end of the day.

Wrap-up While logged-in, ICD group members can be allotted a specified amount of time after completing a call (Wrap-up time) during which new calls will not be received by their extensions, allowing them to finish any necessary paperwork before being eligible to receive new calls. When Wrap-up time expires, new calls can be received at their extensions. Extension users can also customize a flexible button to be used as the Wrap-up button, which allows users to extend their Wrap-up time or make themselves temporarily unavailable (Not Ready). Pressing this button again will return a user to Ready status.

[Example of Log-in, Log-out, Wrap-up, Not Ready, Ready]

Conditions

•	Generally, there should always be at least one extension in a group that is logged-in, however, all extensions can log-out if permitted through system programming.
•	Log-in/Log-out Button Any flexible button can be customized as a Log-in/Log-out button. Three types of buttons can be programmed, as explained below.
	Log-in/Log-out Button Type Usage Programming Light Pattern Red on Off Group not specified Log-in/Log-out button is pressed, followed by the floating extension number or Group Directory Number (G-DN) button of the desired group. Press to log-in/log-out of all groups. A flexible button must be customized as the Log-in/Log-out button. – – Group is specified Log-in/Log-out button is pressed. The preprogrammed group is logged-in to/logged-out from. The desired group's floating extension number must be programmed when creating the Log-in/Log-out button. When logged-out When logged-in All groups Log-in/Log-out button is pressed. All groups the user belongs to are logged-in to/logged-out from. must be entered when creating the Log-in/Log-out button. When logged-out When logged-in
•	If a Log-in/Log-out button and a G-DN button are created for the same group, the G-DN button will also indicate the Log-in/Log-out status of the group ( 1.18.3 LED Indication).
•	Wrap-up Button Any flexible button can be customized as the Wrap-up button. It shows the current status as follows:
	Light pattern Status Slow red flashing Wrap-up Red on Not Ready Off Ready
•	Group Call Waiting cannot be used simultaneously with Wrap-up. This is because when an extension user completes a call with Call Waiting, the extension starts to ring immediately–the user is not given any Wrap-up time. Call Waiting must be turned off on each extension that wants to use Wrap-up feature.
•	When a portable station (PS) in Wireless XDP Parallel Mode completes a call, neither the PS nor its wired telephone can have Wrap-up time. ( 1.22.3 Wireless XDP Parallel Mode)
•	Automatic Log-out An extension may be logged-out from a group automatically after the preprogrammed number of calls go unanswered. This allows extensions to be logged-out automatically in the event users leave their desks and forget to log out. The number of consecutive unanswered calls before Automatic Log-out is applied can be programmed for each ICD group. If an extension is a member of more than one ICD group, all calls unanswered by the extension are tallied. Once an extension has been automatically logged out, the user can log back in manually. Automatic Log-out does not apply to extensions in an ICD group using Ring distribution.
•	Log-in/Log-out Monitor The supervisor extension can monitor and control the Log-in/Log-out status of group members. ( 1.2.2.7 Supervisory Feature)
•	Log-in/Log-out Information on SMDR Log-in/Log-out information can be logged by Station Message Detail Recording (SMDR). ( 1.23.1 Station Message Detail Recording (SMDR))

Feature Guide References

User Manual References

1.2.2.7 Supervisory Feature

Description

The extension assigned as the supervisor (supervisor extension) of an incoming call distribution (ICD) group can monitor and control each member's status within the ICD group using a 6-line display proprietary telephone (PT).

Feature Description Incoming Call Queue Monitor  The supervisor extension can monitor various information about the group's incoming calls on its PT display. Log-in/Log-out Monitor and Remote Control  Monitor: The supervisor extension can monitor the Log-in/Log-out status of ICD group members with the corresponding Direct Station Selection (DSS) button light. Remote Control:  The supervisor extension can change the status of members by pressing the corresponding DSS button.

[Example]

Note When values displayed on the supervisor extension's PT exceed 99999, "****" will be displayed.

Conditions

User Manual References