Instruction manual

Features
At a Glance (continued)
Maximums (continued)
Overflow Threshold
(Calls-in-Queue Alarm)
1 (range 1—99)
External Alerts per group
1
Overflow Receivers per group
1 (can be shared among groups)
Factory Settings
Calling Group extension numbers
770—791, 7920—7929
Extension Status
Calling Group/CMS
Hunt Type Circular
Group Type
Auto Logout
For additional information about Calling Group activities, see Extension Status.
Description
Group Calling is used to direct incoming calls to a specific group of telephones
(a Calling Group). A Calling Group is a team of individuals who answer and
handle the same kinds of calls—for example, high volume work groups such as
sales, service, marketing, repair, and technical support. Also, fax machines that
receive a large number of fax messages can be placed in a Calling Group to
allow multiple calls to be sent.
Through Group Calling, all members in the Calling Group are assigned to a
single extension number. Specific trunks can be assigned to ring directly into
the Calling Group so that outside callers can dial a published telephone number
to reach the group, bypassing the system operator.
Individual Calling Group member extensions are assigned an extension
number, allowing a group member to receive calls as an individual and as a
group member. Calls that come into a Calling Group are usually not intended
for a particular group member and can be handled by any member. However,
inside callers can reach a specific Calling Group member by dialing the
individual extension number assigned to the member.
As calls come into the Calling Group, the system hunts for an available group
member in a circular or linear manner. (See Hunt Type in this section.) If a
group member is available, the call rings on an SA or ICOM button. If all group
members are busy or otherwise unavailable, calls are held in a queue. As
Calling Group members become available, the calls are distributed on a first
in/first out basis.
Inside callers who are transferred to the Calling Group hear a regular ringback
when all Calling Group members are busy and the call is sent to the Calling
Group queue; outside callers hear special ringback or Music-on-Hold if it is
programmed for the system. In addition, an announcement device can be
assigned to the group to play a recorded announcement to each waiting caller
in the order that the calls arrive in the queue.
200 Group Calling