Instruction manual

FEATURES AND SERVICES
Considerations
DGC groups are particularly useful when the answering group receives a high volume of
calls. Call completion time is minimized and attendant assistance is not required.
Any number of outside trunks may be administered to feed into a DGC group. A trunk may
feed only one DGC group.
Interactions
The following features interact with Direct Group Calling.
Attendant Console, Switched Loop: When an incoming trunk call rings simultaneously at a
DGC queue and a Switched Loop Attendant Console queue, it may be answered by either,
depending on who answers first.
Attendant Direct Extension Selection: When all stations in a DGC group are busy, the status
LED on the Selector Console lights steadily.
Bridging of System Access Buttons:
DGC calls arriving on System Access buttons at a
principal station can receive bridging treatment at a bridging station.
Callback Queuing: Inside calls to busy DGC groups can be queued. Queuing is not allowed
if all members of the DGC group are logged out. A multiline DGC member with a queued call
and a single-line member with an off-hook queued call are considered busy.
Coverage: When a call rings at DGC station that has Coverage, the call will receive that
station’s coverage.
Calls directed to a busy DGC group do not receive coverage. Instead,
after a predefined amount of time (up to 255 seconds), a trunk call will be transferred to a
delay announcement (if provided), or ringing will be transferred to all button appearances of
the line and the SLAC queue (if trunk has ringing enabled).
Display: A logged-in Direct Group Calling (DGC) group member can view the number of calls
waiting to be serviced by the group. The display is continuously updated for all members. A
digit, 0 through 9 or
“!” for 10 or more, appears in position 16. DGC queue values are not
displayed at a SLAC assigned to a DGC group; the attendant’s display always contains the
number of calls waiting in the attendant queue.
Direct Group Calling Delay Announcement:
Provides a recorded announcement to an
outside (trunk) caller who has been placed in queue for a DGC group.
Direct Inward Dialing: An incoming DID call may match a DGC group access code.
Direct Station Selection (DSS): A DSS button can be assigned to a DGC group. The
associated LED lights steadily when all stations in the group are busy.
Modem Pooling:
Modem Pooling supports calls to data endpoints that are part of a DGC
group. While an incoming data call is in a DGC group queue, the caller receives ringing. The
conversion resource is inserted if the call is completed to a digital endpoint.
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