Specifications

Description Of System Features
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Direct Department Calling With Departmental Call
Distribution (DCD) - continued
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. Further, the system
camp-on feature cannot be used to camp-on to a
department.
The station user sets the wrap-up mode by pressing
SHIFT DND and presses these buttons again to clear
the wrap-up mode.
Subsequent calls to a department on a particular line
always try the next station in the department from
whichever station serviced the last call on that line.
It should be noted that the departments formed for use
with this direct department calling feature are different
from those departments used in SMDA reporting.
Assign department transfer recall time (unanswered
call transfer recall time feature) using the system class
of service programming. Assign lines for direct
department calling using the line class of service
programming. Assign department stations, access
codes to departments (flexible numbering feature),
and busy/RNA timeout (call forward - busy feature)
using the station class of service programming.
To understand this, assume a department with
stations 15, 16, and 12 assigned as department
members 1,2, and 3. Further assume lines 1,2, and
3 are programmed to ring in this department. To
create a randomizing effect, the system tracks for
each line which department member (1,2, or 3)
serviced it last. When the next call arrives on line 1,
for instance, the system makes a search for the next
idle department member after the last one that
serviced a call on line 1. Since there are several lines
assigned to the department and conversation times
and wrap-up times vary, a natural random distribution
of calls on lines 1,2, and 3 at stations 15, 16, and 12
will occur. Further, since the system is keeping track
on a per line basis of the servicing stations as
department members instead of station numbers, the
programmer could rearrange the department list
without having any effect on call distribution. As the
programmer adds more stations to a department, the
randomizing effect improves.
Departmental Calling Distribution (DCD) Report
The attendant station can request a Departmental
Calling Distribution (DCD) report that provides a
compilation of department call activity. The statistics
that are reported are based on the department
assignments that are active at the time of the report
and are extracted from the SMDR records collected by
the system. For a report to be generated, a
department must exist. All calls that are included in
the DCD report, must meet the following conditions
before they are reported as department calls:
l They must be incoming calls. Outgoing calls are
not reported in the DCD report.
l The port number of the line which received the call
must be one that is assigned to a department.
l The port number of the station which answered
the call must be assigned to a department.
Since the RNA time of a station is a programmable
feature, department stations can be set to have a
short RNA time to allow a call to search rapidly
through a department for an answer.
When an outside or transferred call is ringing at a
department station, the station user can press the
pre-programmed Do Not Disturb (DND) button to
place the station in an off-duty condition. While
off-duty, all outside and transferred calls skip to the
next department station. This off-duty condition
remains set until the DND button is pressed again to
place the station back in service. When the overflow
station is set to DND, all incoming and transferred
calls will return to the department queue.
A department station can also be taken out of service
and placed in a wrap-up mode to provide the user time
for doing such things as follow-up paperwork. While a
station is in a wrap-up mode, all outside and
transferred calls skip to the next department station.
A DCD report consists of the following columns of
’
information:
Station Number: The station name or extension
number of the station being reported.
Idle Time: The amount of time that the station is
on-hook and available to answer a call.
Dept. Calls: The amount of time spent on incoming
calls that rang into the department and calls that
were transferred to the department.
Hold lime: The amount of time that department
calls spent in an on-hold state at a particular station.
Avg. Dept. Calls: The average time per call
(including on-hold time)that a station spent on a call.
Wrap-Up Time: The time that a station spent in a
wrap-up mode doing such things as follow-up
paperwork. While a station is in a wrap-up mode, it
does not receive department calls. The station user
sets a wrap-up mode by pressing SHIFT DND and
repeats the procedure to clear the wrap-up mode.
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