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KX-TDA200/100 System (Ver.1.0)

KX-TDA200/100 System (Ver.1.0). Panasonic Communications Co., Ltd. Network Business Company Edition 1.2 14 Feb., 2003. Chapter 6 Call Distribution. Chapter 6 Call Distribution. 1. Group assignment 2. Call Distribution 2.1 Routing by Caller ID (CID)

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KX-TDA200/100 System (Ver.1.0)

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  1. KX-TDA200/100 System(Ver.1.0) Panasonic Communications Co., Ltd. Network Business Company Edition 1.2 14 Feb., 2003 Chapter 6Call Distribution

  2. Chapter 6Call Distribution 1. Group assignment 2. Call Distribution 2.1 Routing by Caller ID (CID) 2.2 Incoming Call Distribution Group (1) Distribution Method (2) Call FWD from ICD Group (3) ICD Group Key Setting for ICD Group (4) VIP (Priority) Call for ICD Group (5) Ready/Not Ready button & Wrap up button (6) Busy on Busy (7) Redirection of ICD Group (8) Group Call Waiting 2.3 Other features

  3. 1. Group assignment(1/5) Tenant(Group which shares Time Table) 1. Max. 8 Group 2. One User Group belongs to one tenant Tenant1 Tenant 2 User Group2 102 103 User Group3 104 105 User Group4 106 107 User Group1 100 101 The following items can be assigned: (1) Day / Night Mode Switching Time Table (5) Door phone (2) User Group (6) ARS (Only Enable/Disable) (3) Incoming Call Distribution Group (7) BGM (4) Incoming Call(DIL, DID/DDI, MSN)

  4. 1. Group assignment(2/5) Paging Group 1. Max. 32 Group 2. One User Group can belong to multiple paging groups Paging Group 1 Paging Group 2 User Group1 100 101 User Group2 102 103 User Group3 104 105 User Group4 106 107

  5. 1. Group assignment(3/5) Call Pickup Group 1. Max. 64 Group 2. One User Group can belong to multiple pickup groups Call Pickup Group 1 Call Pickup Group 2 User Group1 100 101 User Group2 102 103 User Group3 104 105 User Group4 106 107

  6. PT SLT PS T1 OPX ISDN-EXT PS Ring Group 1. Group assignment(4/5) ICD(Incoming Call Distribution) Group (Ring / UCD / Priority Hunt ) 1. Max. 64 Group (32 Agents/Group) 2. Agent can belong to Multiple Groups Ring Group can set [Delayed - Ringing] Group 02 Floating EXT201 Group 01Floating EXT200

  7. 1. Group assignment(5/5) Extension Hunting Group 1. Max. 64 Group (16 Agents/Group) 2. One extension belongs to one Extension Hunting group

  8. 2. Call Distribution (1/23) Available Network Type Public DIL/DID/DDI/MSN Channel Type Trunk Card Type Private TIE VPN LCOT - Yes Yes T1 LCOT GCOT Yes DID Yes TIE(E&M) Yes Yes OPX(EXTN) E1 DR2 Yes E&M-C Yes Yes E&M-P Yes Yes Yes Yes - E&M BRI/PRI Yes Yes CO Qsig-Master Yes Yes Qsig-Slave - IP-GW Yes

  9. 2. Call Distribution (2/23) Available Distribution Feature Channel Type Trunk Card Type DIL DID/DDI MSN TIE LCOT - Yes Yes T1 LCOT GCOT Yes DID Yes Yes TIE(E&M) Yes Yes Yes E1 DR2 Yes Yes E&M-C Yes Yes Yes E&M-P Yes Yes Yes Yes Yes - E&M BRI Yes Yes Yes CO QSIG Yes Yes PRI CO Yes QSIG Yes

  10. 2. Call Distribution (3/23) Available Destination Destination Availability Yes Wired Extension (PT/SLT/ISDN-EXT/T1-OPX) PS Yes Incoming Call Distribution Group Yes PS Ring Group Yes VM Group (DTMF/DPT) Yes Yes External Pager (TAFAS) Yes DISA Analogue/ISDN Remote Maintenance Yes Idle Line Access no.. + Phone no. Trunk Group Access no. + Trunk Group no. + Phone no. Other PBX Extension (TIE with no PBX Code) Yes Other PBX Extension (TIE with PBX Code)

  11. 2. Call Distribution (4/23) Method Flowchart (DIL) A Trunk call is received YES CLI works The Call has CLI? NO YES CLI Destination assigned? NO NO Destination of Time mode assigned? YES Time mode destination IRNA destination CLI Destination

  12. 2. Call Distribution (5/23) Method Flowchart (DID/DDI/MSN) A Trunk call is received YES DID/DDI, MSN Table assigned? NO YES CLI works The Call has CLI? NO YES CLI Destination assigned? NO NO Destination of Time mode assigned? YES Time mode destination IRNA destination CLI Destination IRNA Destination

  13. 2. Call Distribution (6/23) 2.1 Routing by Caller ID (CID) Call from VIP -> Expert Agent Call from Foreign Country -> French Agent Call to Standard NO.(DIL/DDI/MSN) -> Normal Agent 01-2345-6789 (to Manager) EXT 301 Incoming call to Call Center (01-2345-6789) Caller ID 9-03-2345-6789 (VIP-1) 9-06-1234-5678 (VIP-2) 9-06 (CH-Geneva) Other Expert Agent (EXT 102) Expert Agent (EXT 102) French Speaker (EXT 151) Normal Agent (EXT 200) Caller ID & Speed Dial Table

  14. 2.Call Distribution (7/23) 2.2-1 Distribution Method of ICD Group UCD(Uniformed Call Distribution) Calls go to different extension uniformly each time a call is received. EXT.A EXT.B EXT.C EXT.D Receive the last call. Start searching from EXT. B.(Skips EXT. A)

  15. 2.Call Distribution (8/23) 2.2-1 Distribution Method Priority Hunting An idle extension is searched in the specified order. 1st Priority 2nd Priority 3rd Priority EXT.A EXT.B EXT.C EXT.D Always starts searching from the first assigned extension.

  16. 2.Call Distribution (9/23) 2.2-1 Distribution Method Ring All extension in the incoming call distribution ring simultaneously. EXT.A EXT.B EXT.C EXT.B Delayed Ringing : Rings after a special time delay. Ring immediately simultaneously.

  17. 2. Call Distribution (10/23) 2.2-2 Call FWD from ICD Group Call FWD form ICD Group (Ring / UCD / Priority Hunt) FWD-All from Group FWD-Busy from Group (= Intercept, Overflow) FWD-No Answer from Group(= Intercept by Timer / Queuing Table / Hurry up Redirection) Intercept to PSTN,TIE, VoIP

  18. Group003 Group001 Group002 ICD Group 003 SC-023 ICD Group 001 ICD Group-002 ICD Group 002 2. Call Distribution (11/23) 2.2-3 ICD Group Key Setting for ICD Group Call from [DIL] [DDI] [MSN] [CID] [ICM] Log Out - ICD Group Key is set by [CID] or [DDI / MSN / ICM] - Distinctive Ring Tone for ICD Group Key - [ICD Group] > [S-CO] > [G-CO] > [L-CO] > [ICM]

  19. VIP Mode : ON VIP Mode : OFF VIP Mode : ON VIP Mode : OFF 2. Call Distribution (12/23) 2.2-4 VIP Call (Priority Call) for ICD Group Group Priority : G1> G3> G2 = G4 <During 7 Calls Queuing> (1)(2)(5)(7) Call to [DIL / DDI / MSN] for standard Members (3)(4)(6) Call from VIP Customer [CID] Call to [DIL / DDI / MSN] for Golden Members Group 1 Group 2 Group 3 Group 4 (6) (7) (2) (3) (4) (5) (1) Order : (4),(6),(3),(1),(5),(2),(7) Note:Call Waiting Mode of Agent Extension must be off.

  20. 2. Call Distribution (13/23) 2.2-5 Ready / Not Ready Button & wrap Up Button Finish Working, Off Day Log Out LOG IN Key Press Log in key or [*736+0] Break , Extend Reporting time…... Not Ready <By Button> <By Button> Wrap Up or By Feature No. <By Timer> Ready Start Working <After a Call> For making a report…... Log In Wrap Up Key Wrap Up Press Log in key or [*736+1]+ICDG No. Note:Call Waiting Mode of Agent Extension must be off.

  21. (1) (2) 2. Call Distribution (14/23) 2.2-6 Busy on Busy (1/3) Max. Queuing Assign. => Overflow Answering Agent Number Assign. (even if there are idle agents) => Send Busy Tone (9) Overflow Intercept or Busy Tone (8)(7)(6)(5) Max.Queuing : 4 (4) Ring / UCD / Hunt Group (3) Idle Idle Busy or Wrap Up Answering Agent Number Assignment : 4 “Log Out” or” Not Ready”

  22. (2) (2) (2) (2) (2) 2. Call Distribution (15/23) 2.2-7 Busy on Busy (2/3) Small Office (Medical office) Send Busy Tone to avoid a Caller to think the office is closed. Group 1 = Group 2 (Extension 101-106 : Ring) Call in Day -> Group 1 (Answering Agent Number Assignment :2 )Call in Night -> Group 2 (Answering Agent Number Assignment :1) (1) (2) (3) Queuing Messageor Busy Tone EXT106 EXT105 EXT106 Private Room -1 Private Room -2 Private Room -3 EXT101 EXT102 EXT103 Reception Consulting Room Operating Room

  23. Call Distribution (16/23) 2.2-6 Busy on Busy (3/3) Shopping with Call center No need to fix agents for the visitor (Keep several agents only for the visitor) Answering Agent Number Assignment : 4 Log In : 7 (Weekend) 4 for Visitor or Caller 3 for only Visitor Log In : 5 (Week day PM) 4 for Visitor or Caller 1 for only Visitor Log In : 3 (Week day AM) 3 for Visitor or Caller 0 for only Visitor Ring Group (Answer the call by any agents)

  24. 2. Call Distribution (17/23) 2.2-7 Redirection of ICD Group (1/3) Redirection in the UCD / Priority Hunt Group Incoming Call to ICD Group No Answer No Answer No answer at programmed time -> Automatic Log Out

  25. Hurry Up Button 2. Call Distribution (18/23) 2.2-7 Redirection of ICD Group (2/3) Assign different destination(Intercept Routing for TRG does not work for the call to ICD Group.) (a) for “Intercept Overflow” (b) for “ Hurry up Redirection ” by button (c) for “ Hurry up Redirection ” by Timer (6) Overflow (a) Intercept or Busy Tone (5)(4) Max.Queuing : 4Hurry Up Level : 1 (3)(2) Hurry up Redirection (b) by Button (c) by Timer (1) No Call : OFF Calls =(<) H.U. Level : ON Calls > H.U. Level : Flash

  26. 2. Call Distribution (19/23) 2.2-7 Redirection of ICD Group (3/3) Redirection from Group to Group => Work as “Automatic Agent Expansion” Incoming Call to ICD Group Intercept ICD Group A ICD Group B B A Stand by agents such as Managers All standard agents are busy.

  27. 2. Call Distribution (20/23) 2.2-8 Group Call Waiting (1/3) Group Type Group C. Waiting Type Result RingUCD Hunt All All All Type1 (1 Waiting Call) Type1 (1 Waiting Call)Type 2 (UCD)Type 2 (Hunt) Ring UCD Hunt DistributionDistributionDistribution Group Call Waiting - Type 1 (4) Only 1 Call Waiting for all Busy Agents. (Call Waiting Mode of Agent Ext must be on.) (1) (2) (3)

  28. Group 001 ICD Group 001 ICD Group 001 ICD Group 001 ICD Group 001 ICD Group 001 2. Call Distribution (21/23) 2.2-8 Group Call Waiting (2/3) Group Call Waiting - Type 2 (UCD) UCD Function by using ICD Group button (6) (5) (4) (2) (3) (1) ICD Group Key like as Loop Key for ATT Console(Call Waiting Mode of Agent Extension must be on.)

  29. Group 001 ICD Group 001 ICD Group 001 ICD Group 001 ICD Group 001 ICD Group 001 2. Call Distribution (22/23) 2.2-8 Group Call Waiting (3/3) Group Call Waiting - Type 2 (Priority Hunt) Priority Hunt Function by using ICD Group Key (6) (5) (4) (1) (2) (3) ICD Group Key like as Loop Key for ATT Console(Call Waiting Mode of Agent Extension must be on.)

  30. 2. Call Distribution (23/23) 2.3 Other Features - Message(OGM) during Queuing in ICD-Group and Ringing at Agent Day/Lunch/Break/Night mode - Automatic Answer by Headset CO and ICM - Supervisor Monitoring Longest Wait / Lost Call / Average Wait / etc - Remote Log-In / Out Supervisor Control Agents by DSS - DISA “AA Service“ Multiple Tree Configuration

  31. Chapter 6Call Distribution Thank you very much !

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