| UNIT 4: PROGRAMMING - LESSON 3: SYSTEM PROGRAMMING BY PC Incoming Call Distribution Groups (continued...) In the example below, 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. Once a call is routed into an ICD group, a variety of treatment options become available to customize its handling. A Queuing Time Table can be used to apply a sequence of events to calls waiting in queue. These events include playing a prerecorded Outgoing Message (to inform the caller of their status in the queue), playing music on hold or overflowing to another extension, voice mailbox or ICD group. Click here to see how to setup the ICD group we created earlier to use Queuing Time Table 1 Now the Queuing Time Table can be customized by applying a sequence of events to the table. There are 6 command types that can be used within the timetable as described below.
COMMAND | DESCRIPTION
None | Redirects the call to the next sequence in the table.
Overflow | Redirects the call to the overflow destination when there is no answer.
Disconnect | Disconnects the CO line.
Sequence 01–16 | Redirects the call to a different sequence within the table.
OGM 01–32 | Sends the designated outgoing message (OGM). Requires a KX-TAW84891.
Wait 5 × n (n=1–16) s | If preceded by an OGM, plays the Music on Hold for the specified period of time; if not proceeded by an OGM, sends a ring back tone for the specified period of time.
The following example shows a typical timetable for an ICD group. Queuing Table 1 (above) would first play an outgoing message (OGM1), then music on hold for 60 seconds, and then play a second outgoing message (OGM2), followed by 30 seconds of music, before overflowing to the overflow destination. In addition to handling calls when all members are busy, each ICD group has an Overflow No Answer Time and Destination field. Calls received by an ICD group which are not answered within a designated period of time, are redirected to the Overflow No Answer Destination. This treatment applies to all calls entering the group and will override what is entered in the Queuing Time Table. To prevent the Queuing Time Table from being overridden, the Overflow No Answer Time should be set for a longer duration than the total Queuing Time Table length. As you can see, using ICD groups to route incoming calls provides tremendous flexibility. Their overflow destinations allow calls to be routed to extensions, other ICD groups, or Voice Mail. While it is not possible to cover all the parameters available within the ICD group programming menu, the following example shows the description and purpose of the various fields available. Click here to see an example of the ICD group programming menu