| UNIT 4: PROGRAMMING - LESSON 3: SYSTEM PROGRAMMING BY PC Incoming Call Distribution Groups Read pages 24 through 38 in the KX-TAW848 Features Manual
Distribution Method | Description
Uniform Call Distribution (UCD) | Each call is distributed to the extension following the last extension to answer a call to ensure 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.
Each extension can belong to more than one ICD group and can join (log-in) or leave (log-out) the groups if desired. Once all members of the group are busy or logged out, additional calls can be placed in a queue in the order they are received. When the number of calls in the queue reaches a specified limit, they can be redirected to another destination automatically. Incoming Call Distribution Groups must be used when the customer application requires incoming CO Lines to ring at multiple extensions. If a central office line needs to ring only one extension, an ICD group is not required and the individual extension can be entered directly into the DIL Table & Port Setting Field. The following movie shows how to create an ICD Group using 150 as the floating extension number and subsequently, how to assign CO Lines to ring multiple extensions. Click here to see an example of the ICD Group settings Repeat this procedure for all extensions that should be members of the group and when finished click OK. Click here to see an example of the CO & Incoming Call settings
As you can see, creating an ICD group and the corresponding floating extension number allows CO Lines to be directed to multiple extensions. By default, a CO line call received by an ICD Group will ring on the CO line button of each member’s telephone. A Group Directory Number (G-DN) button can be programmed on each member’s telephone allowing the member to identify the ICD Group receiving the call. |
Keep in mind that ICD groups can also be assigned a priority. Assigning a priority allows 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 enabled, the priority of the 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. 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.