Instruction manual

System Features
INTER-TEL
®
5000 ADMINISTRATOR GUIDE – Issue 2.3, September 2007
Voice Processing System Applications as Announcement/Overflow Stations
Page 123
Meanwhile, the call continues circulating through the hunt group (unless it was sent to a voice
processing system application and then transferred to an endpoint). If the call is answered by
an available hunt group endpoint while the overflow station is connected to the call, the call
will leave the overflow station. The Overflow timer restarts each time the unanswered call
leaves the endpoint at the overflow station. An unanswered call will return to the overflow sta-
tion each time the Overflow timer expires, until the call is answered by a hunt group station or
it is sent to the recall destination station.
The following table shows the path that an incoming hunt group call follows for possible com-
binations of announcement and overflow stations:
If an announcement or overflow station has Call Forward enabled, hunt group calls will follow
the forward, and the forwarding destination endpoint will act as the announcement or overflow
station.
Voice Processing System Applications as Announcement/Overflow Stations
When a voice processing system application is used as an announcement or overflow station,
calls to the application automatically stop circulating through the hunt group if the caller
selects a valid digit translation option (such as pressing a digit to select an extension from a
Call Routing Announcement menu), and the call is transferred. This allows the application to
send the call to other endpoints without the call being “pulled back” into the hunt group when a
hunt group endpoint answers the call. However, if the caller does not dial a valid digit transla-
tion option, the call will be pulled back if a hunt group member answers.
Standard Display, Associate Display, Axxess Basic, Eclipse Basic, Model 8500, 8520, and
8560 endpoints do not send DTMF tones on intercom calls and therefore cannot stop circulat-
ing through the hunt group by dialing a digit.
A Call Routing Announcement application’s message can be programmed to include the
caller’s queue position and/or estimated wait time. The queue position announcement tells the
caller how many calls are ahead of his or her call. This includes calls being served and waiting
calls (however, all calls being served count as one call). The estimated wait time is based on a
programmed Average Connect Time Per Call multiplied by the number of calls ahead of the
caller in the queue, divided by the number of available hunt group members (avg. connect time
per call × no. of waiting calls ÷ available members). For details, see “Call Routing Announce-
ment” on page 272.
Table 20.
Incoming Hunt Group Call Paths
Announcement Station
Overflow Sta-
tion
Call Path
No No Call remains in hunt group.
Yes No Call goes to announcement endpoint
only once, after Announcement timer
expires.
No Yes Call goes to overflow endpoint after
each expiration of Overflow timer.
Yes Yes Call goes to announcement endpoint
once (after Announcement timer
expires) then goes to overflow endpoint
after each expiration of Overflow timer.