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Station Group Communications Enabled for Business

This feature allows businesses to enable efficient communications within a station group, with options for different ring modes, announcements, pick-up groups, and more.

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Station Group Communications Enabled for Business

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  1. Station Group Business Enabled Communications

  2. Contents • Station Group • – Circular/Terminal/Longest Idle/Ring/Voice Mail • – Station Group Announcement • – Station Group Feature • Pick Up Group • Page Group • Command Conference Group • – One way / Conference • PTT Group • Interphone Group • Pilot Hunt Group • – Call Forward • – Call Coverage

  3. Station Group Station Group Capacity Station Group Attributes

  4. GROUP 620 RING 04504629 (Help Desk) Station Group Group Assignment (PGM 200) In each group, Group type, Name, Tenant, Time table, Pick up option can be programmed. Max. 50 member can be assigned in a group. • Group Assignment • Max 50 members can be assigned in a group. • Group Type • The following type can be selected. • Terminal, Circular, Ring, Longest Idle, Voice Mail • Group Name • This will be provided with LCD message when a member receive Group Ring. • Tenant Number • Tenant can be assigned to each group. A call to a group can be restricted according to Tenant Access (PGM 283). • Time Table Index • Time table can be assigned to each group. This is defined for the ring mode of forward destination. • Pick Up Option • Group can be used as Pick up group with the following option (Disable, All Call, Internal, External) Member can be assigned/deleted with Range/Individual Case

  5. STA101 STA101 STA102 STA102 STA100 STA100 STA103 STA103 STA105 STA105 STA104 STA104 Station Group Terminal (First-to-last search) Circular (Round-robin search) If the call is unanswered or unavailable, it is routed to the next listed station in the group. An idle member of the hunt group is called when a call is received. If unavailable or unanswered, the call is routed to the next station in the group. STA101 answer CO LINE 1 CO LINE 1 CO LINE 2 CO LINE 2

  6. STA101 STA100 STA102 STA103 STA105 STA104 Station Group Ring Longest Idle All the stations in the group will receive ring for a call of station group when a call is received Calls are routed to the station in the group that has been idle for the longest time. STA101 CO LINE 1 CO LINE 1 STA100 STA102 CO LINE 2 STA103 STA105 CO LINE 3 STA104

  7. Station Group Greeting/Queuing Tone (PGM 201) • Greeting Tone • When a call is routed to a Station Group, Greeting Tone is played during Greeting Play Timer and repeated during repeat counter. • Queuing/Second Queuing Tone • If all member of group is busy, Queuing Tone Is played and repeated during repeat counter. • If Greeting/Queuing Timeout timer is expired, a call is routed to forward destination. • Tone Type • Normal/Prompt/Announcement/Internal MOH • External MOH/SLT MOH/ VMIB MOH • CCR During Announcement • CCR service can be provided during queuing announcement is played. • MOH for Prompt/Annc. • MOH can be provided during Repeat delay time.(INT/EXT/VMIB/SLT MOH)

  8. Station Group Greeting/Queuing Tone (Prompt & Announcement case) Greeting Tone RBT RBT Real Recording Time Delay Time Repeat Counter or, Greeting Play Timer is expired. Greeting Tone Start Greeting Tone Start RBT/MOH Queueing Tone RBT/MOH Real Recording Time Delay Time Repeat Counter is finished. Queueing Tone Start Queueing Tone Start Queueing Forward Timer 2nd Queueing Tone RBT/MOH RBT/MOH Real Recording Time Delay Time Repeat Counter is finished. Queueing Tone Start Queueing Tone Start

  9. Station Group Additional Attributes (PGM 202) • Apply Time Type • It defines the time to apply forward feature. • (All/Day/Night/Timed) • Forward Destination • It defines the destination to forward. • Wrap Up Timer • A member does not receive the next call during this timer when he goes to idle state. • Member No-Answer Timer • If a member doesn’t answer the call during this timer, it is routed to the next member. • Ring No-Answer Forward Timer • If a member doesn’t answer the call during this timer, it is routed to the forward destination • Call In Greeting (Member Ring Start Time) • -. In Greeting : Provide ring to member during Greeting. • -. After Greeting: Provide ring to member after Greeting. • Max Queue Count • It defines maximum queue count of each group. • Forward Type • It defines forward type of group. • Not Use – Call is routed to Error destination • Unconditional – Call is directly routed to forward destination • Queueing overflow – When Queue count overflows • Queueing timeout – When Queueing timer expires. • Queueing overflow or timeout – case 3 or 4

  10. Station Group Basic Flow 1. When there’s an available member in group If Ring No Answer Forward timer expires, Next idle member rings First idle member rings Member No answer Time Ring Forward Destination Greeting Annc. RBT RBT/MOH Repeat Counter or, Greeting Play Timer is expired. Real Recording Time Delay Time Greeting Annc Greeting Annc. Repeated If Queuing Forward timer expires, 2. When there’s no available member in group Forward Destination RBT/MOH RBT/MOH Queuing Annc. Repeat Counter is finished. Real Recording Time Delay Time Second Queue Annc. Queuing Annc Queuing Annc Repeated

  11. Pick Up Group Group Capacity Pick Up Group Attributes • Pick Up Group allows to pick up the call among members. • Pick Up Condition • -. All Call • Pick up is allowed about all call. • -. Internal Call • Pick up is allowed about internal call • -. external Call • Pick up is allowed about external call • Feature Code

  12. STA101 STA100 STA102 STA103 STA105 STA104 Page Group Group Capacity • PGM 134-Flex 2(Page Access) : Enable • PGM 151(Internal Zone Page Group Access) : Enable Group Access Page Group Attributes A station, which is allowed to access page feature, can speak to any or all the internal/external page zones. • Operation • Lift Handset. • Dials Page zone feature code. • Dials zone index. • Speaker of phones in zone goes open(ON) and Station A can announce the message. • Feature Code. Dial Page Feature Code + Group No PAGE ZONE 1 STA A

  13. Command Conference Group Group Capacity Command Group Attributes Stations and external contacts (up to 12 members) can be arranged in groups so that a user may create a conference or paging with all members in the group through a single call. • Command Page (One Way) • Only the caller can make announcements (paging) to members of the Command Group. • Command Conference (Both Way) • A user can make conference calls with members of the Command Group • Feature Code • PGM 152(Command Group Access) : Enable Group Access

  14. Command Conference Group Group Attributes • On Hook Service • On Hook – if a called party member goes to on-hook, he leave the conference • Recall – if a called party member goes to on-hook, he receives recall ring. • Busy Service (One-Way/Both-Way) • Busy - if a member is busy, Command call is established without this member. • Request Queuing – if a member is busy, Command call will queue to this member. • Recover call – if a member is busy, Command call is established with a member in busy state and original call is disconnected. CMD GR 01 PSTN Dial One Way or Conference Command Call Code + Group No (580 / 581 + 01) ONE WAY COMMAND CALL External 1234567 CONFERENCE COMMAND CALL STA 3000 STA3001

  15. PTT Group Group Capacity PTT Group Attributes The user may log-in or log-out to one group, or to group 0 (all PTT group). Once logged in, the user may place or receive one-way page announcements to/from other users who are logged in to the same PTT group. • Log In • Dial the {PTT Group Log-In/Out Feature Code}; the PTT Group status and registration will be displayed. • Dial PTT Group No (0 – 9) • Log Out • Dial the {PTT Group Log-In/Out Feature Code}; the PTT Group status and registration will be displayed. • Dial * • Operation • Press PTT button. • SPK of All Log-In Station will be on. • Press PTT button to stop the PTT. • PTT Button : PGM + Flex + 2(Fixed Key) + Select PTT + SAVE

  16. 34501001 34501000 34501002 34501009 34501005 34501006 Interphone Group Group Capacity Interphone Group Attributes To call a station using a simple, one-touch digit, Stations can be put into an Interphone Group. (up to 10 members). Call is available only between members. • Operation • Dial {Interphone Group Access} Feature code. • Dial one digit. • Feature Code. Make a Call with “534 + 0” Interphone Group Make a Call with “534 + 6”

  17. Pilot Hunt Group Group Capacity Pilot Hunt Group – Call Forward • Pilot Hunt Call Forward • If a call is routed to member ofpilot hunt group, a call is automatically routed to forward destination according to RING MODE (Day/Night/Timed). • Register Pilot Hunt Call Forward • Dial {Forward Register Feature code} • Select Call Forward Type. • (Unconditional/Busy/No answer/Busy-No answer) • Dial destination (Station or Station Group). • Cancel Pilot Hunt Call Forward • Dial {Forward Cancel Feature code} • Feature Code.

  18. STA 100 STA102 STA101 STA103 STA105 STA104 Pilot Hunt Group Pilot Hunt Group – Call Coverage • Pilot Hunt Call Coverage • The member of Pilot Hunt Group can cover the call for other member. • Busy Service • Station can be programmed the busy service as Pilot Hunt. • (Busy Tone/Camp-On/Call-Wait/PilotHunt) • If he receives the call from Internal/external party, • a call is routed to next member according to Service and Type. • Service : All Call / Intercom call / External Call • Type : Terminal /Circular • PGM 131-Flex 5(Busy Service) : Pilot Hunt • PGM 134-Flex 6(Pilot Hunt Ring Assign) : Enable CO LINE 2 CO LINE 1 Pilot Hunt Group

  19. Attendant Group Business Enabled Communications

  20. Contents • Attendant Group • – Capacity • – Attributes • – Group Assignment • Night Attendant Group • – Capacity • – Attributes • – Group Assignment

  21. Attendant Group Attendant Group Capacity Attendant Group Attributes

  22. Attendant Group Group Assignment (PGM 270, 271, 272) • Attendant Assignment • Max 5 Attendants can be assigned in a tenant. • Group Type • The following type can be selected. • Terminal, Circular, Ring, Longest Idle, Ring • Group Name • This will be provided with LCD message when a member receive Group Ring. • CO Attendant Number • If this number is assigned, system analyzes this number before it analyzes numbering plan/digit conv. table. • Attendant Call by Station number • Basically, Attendant call is activated when a caller dialAttendant call code. • But, if this is enabled, attendant call is activated • when a caller dials the number of attendant member. GROUP ATD RING 04504629 (Main ATD Group)

  23. Attendant Group Attendant Feature • ACCESS • [PGM] + 0 + (1~9, *, #) • 1. SMDR Print/Delete • 2. Traffic Print/Delete • 3. COS / Password • 4. DATE / TIME / Wake Up • 5. Preselected Message • 6. VMIB Announcement Record/Listen • 7. User Program (Name/Language/Prepaid/Feature Cancel) • 8. Ring Mode Change/ Conference Room Monitor-Delete • 9. USB (Upgrade/ DB Up/Download) • * + #. Admin Programming • #. DECT Registration

  24. Attendant Group Night Attendant Group Capacity Night Attendant Group Attributes

  25. Attendant Group Group Assignment (PGM 275, 276, 277) • Night Attendant Assignment • Max 5 Member can be assigned in a tenant. • Group Type • The following type can be selected. • Terminal, Circular, Ring, Longest Idle, Ring • Operation • In the following state, a attendant call is routed to night attendant Group • All attendant goes to DND states. • Ring mode of Tenant is Night mode. NIGHT DND CO LINE CO LINE STA102 STA102 STA 100 STA101 STA 100 STA101 STA110 STA111 Attendant Gr. Attendant Gr. Night ATD Gr.

  26. ACD Group Business Enabled Communications

  27. Contents • ACD Group • – Capacity & Attributes • – Status Service for Group Call • – Call Queuing & Forward Service • – Call Distribution by Agent Priority • – Agent State • ACD Group Supervisor Function • – Group Status Management • – Agent Management and Monitoring • – Group Call Traffic Analysis

  28. ACD Group ACD Group Capacity ACD Group Attributes (PGM 212 ~ 215)

  29. ACD Group ACD Group Status Service for ACD Group Call • Forward Destination: Station / Station Group / Other ACD Group / Digits • Forward, Night, or Holiday, these kinds of status can be set manually by Administrator or • Main Supervisor • Night, Holiday Status can be changed automatically by Auto Status Change Admin • PGM212-Index5 • In case of Announcement Service in Night, Holiday, assigned Announcement is played first • and then the call is released

  30. ACD Group ACD Call Queuing & Forward Service • Max Queuing Count • Max 99 Group Call can be queued. • Queuing Announcement Service • Max 5 Announcement can be served • Queuing Announcement Repeat Service • Queuing Annc. can be rotated until repeat count • Forward Service After Queuing Time • 1. Call Release • 2. Forward to registered destination • 5 Step Queuing Announcement Can be defined • CCR Service

  31. ACD Group ACD Call Distribution by Agent Priority • There are 20 levels as priories. • First higher priority group’s agents will receive the ACD call first. If there’s no idle agent, the next priority group’s agent will receive the ACD call. ACD Group Call 1 Priority-1 Group STA 2003 STA2005 2 STA2004 3 BUSY Web: ACD Agent State & Priority Priority-10 Group Priority-2 Group STA 2009 STA2011 STA 2006 STA2008 STA2010 STA2007 BUSY

  32. ACD Group Agent State • Agent can has 4 states (Log-Out / Log-In Ready / Log-In Work / Log-In DND) • Supervisors can check and change agent’s state Log-In After Work-Out Timer Log-In Feature Code Work State After Grp. Callor Other Rules Ready State Log-Out State DND Feature Code Can Receive the Grp. Call DND Feature Code DND State

  33. ACD Group Supervisor Function Group Status Management (Station Web of Main Supervisor) • Main Supervisor can check and change Group Status (Normal / Forward / Night / Holiday) • Main Supervisor can make rules how to handle the ACD Call in each Group Status • Main Supervisor can manage Group Status with Specific Feature Code • [ACD Supervisor Group Call Forward] • [ACD Supervisor Group Night Mode] • [ACD Supervisor Group Holiday Mode] • Main Supervisor can manage the Group Status by his Station Web Program Station Web Program of Main-Supervisor

  34. ACD Group Supervisor Function Agent Management and Monitoring • Supervisors can change Agent State (Log-Out / Log-In Ready / Log-In Work / Log-In DND) • Supervisor can answer the Queued Group Call • Supervisor can monitor the agent’s conversation • Supervisor’s Specific Feature Code for Agent Management • [ACD Supervisor Agent State Check] / [ACD Supervisor Queued Call Answer] / [ACD Supervisor Silent Monitor] • Supervisor can manage Agent State by the Station Web Program Station Web Program of Main-Supervisor

  35. ACD Group Supervisor Function Group Call Traffic Analysis • ACD Group Call Traffic information is saved automatically • Supervisors can check and delete Group Call Traffic information • Supervisor also can check each agent’s Call Traffic information • Supervisor’s Specific Feature Code for Traffic Information [ACD Supervisor Traffic Check] • Supervisor can manage Group or Agent Call Traffic by his Station Web Program Station Web Program of Supervisor

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