Installation manual

IVX 128 Function 3: Extension programming
F.7
Function 33: Department programming
You can create up to 10
departments
(or “hunt groups”), each with a maximum of 32 extensions. You
also can assign an extension to more than one department. Department numbers range 290–299.
Department hunting methods
You can designate a department to be rung in one of the following methods:
•
In Order
— Calls will ring each phone in the order listed. If all are busy or none answer, the call
will call forward as programmed here.
•
All
— Calls will ring all listed phones at the same time. If no extension answers or all are busy,
the call will call forward as programmed as part of this function.
•
UCD
— Calls will be rotated evenly throughout the listed extensions. If none answer or all are
busy, the call will call forward as programmed here.
•
ACD
— Calls will be presented to the longest idle logged-on agent. If all agents are busy, the
caller will be played the
ACD queue prompt
(Prompt 538; see page I.1) and placed in queue.
When an agent becomes available, the longest holding caller will be connected. If no agents an-
swer before the exit time (Function 154; see page D.2) is reached, the call will call forward as
programmed in this function.
A caller holding in an ACD department queue will be connected to music/message-on-hold,
during which time he/she can dial options presented, such as
0
for the operator. While on hold,
the caller is periodically played prompts to continue to hold for an available agent.
The ACD queue prompt is played when all extensions are busy and the first time the caller
has been put on hold
(“All extensions are busy, please hold and your call will be answered in the
order received”);
and
ACD hold prompt
(Prompt 539; see page I.2) is played at a 60-second in-
terval
(“All extensions are still busy, please continue to hold”).
These prompts can be re-recorded
in Function 61 (“Re-record system prompts”; see page I.1).
All ACD agents must have Digital Feature Phones. Agent log-on keys will be automatically
assigned to the lower left programmable feature keys for the stations listed in ACD departments.
Stations can later be added to or deleted from ACD Departments by creating or deleting log-on
keys as part of their station programming (See the
Power user’s guide
).
•
Pick-up only —
Additionally, you can designate a department as a
pick-up group.
Calls cannot be
directed to a pick-up-only department. Instead, one must use a programmable feature key on
phones that are to use this feature.
Note:
Usually a caller will be forwarded to a department by the auto attendant. However, a user,
too, can transfer a caller to the department number. The transferred call will be processed
according to the above description, as if transferred by the auto attendant. If no agents are
logged-on to an ACD department, incoming calls will immediately follow the department’s
call-forwarding setting.