User`s guide

DGC GROUPS
Direct Group Calling (DGC) groups may be set up to provide an alternate
means of call distribution when CMS is not able to distribute calls. When
CMS is managing calls, all agents must remove themselves from their
assigned DGC groups so that CMS can distribute calls to them.
If CMS is not able to distribute calls, the agents must return to their DGC
group assignments so that System 25 can distribute calls to the CMS agents.
When System 25 is distributing calls, and agents need to make themselves
unavailable for CMS calls, they must remove themselves from their DGC
groups.
For more information, refer to “Managing Calls When CMS is Not Running”
in Section 9 of this manual.
In order to remove themselves from assigned DGC groups, agents must do
the following:
1 Lift the handset.
2 Listen for dial tone.
3 Dial
✱ 4.
4 Listen for confirmation tone (three short tones).
5 Hang Up.
When CMS is not managing calls, you must inform your agents to return to
their DGC groups by following this procedure:
1 Lift the handset.
2 Listen for dial tone.
3 Dial
✱ 6
4 Listen for confirmation tone (three short tones).
5 Hang up.
The Agent’s Voice Terminal 6-9