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Business Enabled Communications
Station Group
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
SYSTEM No of Group No. of Member Number
iPECS-MG 300 50 50 620 ~ 669
iPECS-MG 100 20 50 620 ~ 639
Station Group Capacity
Station Group Attributes
Station Group
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 620 RING 04504629 (Help Desk)
•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 IndexTime table can be assigned to each group. This is defined for the ring mode of forward destination.• Pick Up OptionGroup 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
Group Assignment (PGM 200)
Station Group
CO LINE 2
CO LINE 1
STA101
STA103STA105
STA104
STA100 STA102
CO LINE 2
CO LINE 1
STA101
STA103STA105
STA104
STA100 STA102
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.
If the call is unanswered or unavailable, it is routed to the next listed station in the group.
STA101 answer
Circular (Round-robin search) Terminal (First-to-last search)
Station Group
CO LINE 1
STA101
STA103
STA104
STA105
STA100 STA102
CO LINE 2
CO LINE 3
CO LINE 1
STA100
STA101
STA102
STA103
STA104
STA105
Calls are routed to the station in the group that has been idle for the longest time.
All the stations in the group will receive ring for a call of station group when a call is received
Longest Idle Ring
Station Group
• Greeting ToneWhen a call is routed to a Station Group, Greeting Tone is played during Greeting Play Timer and repeated during repeat counter.
• Queuing/Second Queuing ToneIf 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 TypeNormal/Prompt/Announcement/Internal MOHExternal MOH/SLT MOH/ VMIB MOH
• CCR During AnnouncementCCR 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)
Greeting/Queuing Tone (PGM 201)
Station Group
Queueing Tone Start Repeat Counteris finished.
Real Recording Time Delay Time
RBT/MOH
Queueing Tone Start
Queueing Tone
Greeting Tone Start Greeting Tone
Start
Repeat Counter or, Greeting Play Timer is expired.
Real Recording Time Delay Time
RBTGreeting Tone
Queueing Tone Start Repeat Counteris finished.
Real Recording Time Delay Time
RBT/MOH
Queueing Tone Start
2nd Queueing
Tone
Queueing Forward Timer
RBT
RBT/MOH
RBT/MOH
Greeting/Queuing Tone (Prompt & Announcement case)
Station Group
• 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.1.Not Use – Call is routed to Error destination2.Unconditional – Call is directly routed to forward destination3.Queueing overflow – When Queue count overflows4.Queueing timeout – When Queueing timer expires.5.Queueing overflow or timeout – case 3 or 4
• Apply Time TypeIt 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
Additional Attributes (PGM 202)
Station Group
2. When there’s no available member in group
1. When there’s an available member in group
Greeting Annc
Repeat Counter or, Greeting Play Timer is expired.
Real Recording Time Delay Time
Greeting Annc.
Repeated
RBTGreeting
Annc.
RingMember No answer Time
First idle member rings Next idle member rings
If Ring No Answer Forward timerexpires,
Queuing Annc
Repeat Counteris finished. Real Recording Time Delay Time
RBT/MOH
Queuing AnncRepeated
If Queuing Forward timerexpires,
Queuing
Annc.
RBT/MOH
RBT/MOH
Station Group Basic Flow
SYSTEM No of Group No. of Member
iPECS-MG 300 50 100
iPECS-MG 100 20 100
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
SYSTEM Direct Pick Up Group Pick Up
iPECS-MG 300/100 7 + Station No. 566
• Feature Code
Group Capacity
Pick Up Group Attributes
Pick Up Group
SYSTEM No of Group No. of Member
iPECS-MG 300 30 50
iPECS-MG 100 15 50
• Operation1.Lift Handset.2.Dials Page zone feature code.3.Dials zone index. 4.Speaker of phones in zone goes open(ON) and Station A can announce the message. • Feature Code.
A station, which is allowed to access page feature, can speak to any or all the internal/external page zones.
STA101
STA103STA105
STA104
STA100 STA102
PAGE ZONE 1STA A
SYSTEM Internal Page External Page All Call Page
iPECS-MG 300/100 543 + Group No.(00: All group)
548 549
Dial Page Feature Code + Group No
Group Capacity
Page Group Attributes
Page Group
• PGM 134-Flex 2(Page Access) : Enable• PGM 151(Internal Zone Page Group Access) : Enable Group Access
SYSTEM No of Group No. of Member
iPECS-MG 300 10 12
iPECS-MG 100 10 12
• 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
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 Group Command Page Command Conference
iPECS-MG 300/100 581 + Group No. (00~10) 580 + Group No. (00~10)
Group Capacity
Command Group Attributes
Command Conference Group
• PGM 152(Command Group Access) : Enable Group Access
• On Hook Service1.On Hook – if a called party member goes to on-hook, he leave the conference 2.Recall – if a called party member goes to on-hook, he receives recall ring.• Busy Service (One-Way/Both-Way)1.Busy - if a member is busy, Command call is established without this member.2.Request Queuing – if a member is busy, Command call will queue to this member.3.Recover call – if a member is busy, Command call is established with a member in busy state and original call is disconnected.
PSTN
STA3001STA 3000
External1234567
Dial One Way or Conference Command Call Code + Group No (580 / 581 + 01)
ONE WAY COMMAND CALL
CONFERENCE COMMAND CALL
Group Attributes
Command Conference Group
SYSTEM No of Group No. of Member
iPECS-MG 300 10 50
iPECS-MG 100 10 50
•Log In1.Dial the {PTT Group Log-In/Out Feature Code}; the PTT Group status and registration will be displayed.2.Dial PTT Group No (0 – 9)
• Log Out1.Dial the {PTT Group Log-In/Out Feature Code}; the PTT Group status and registration will be displayed.2.Dial *
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.
PTT Log-In/Out Feature Code 538
• Operation1.Press PTT button.2.SPK of All Log-In Station will be on.3.Press PTT button to stop the PTT.
Group Capacity
PTT Group Attributes
PTT Group
• PTT Button : PGM + Flex + 2(Fixed Key) + Select PTT + SAVE
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.
SYSTEM No of Group No. of Member
iPECS-MG 300 10 10
iPECS-MG 100 10 10
• Operation1.Dial {Interphone Group Access} Feature code. 2.Dial one digit.
• Feature Code.
Interphone Group Access Feature
code
534
34501001
3450100934501005
34501006
34501000 34501002
Interphone Group
Make a Call with “534 + 0”
Make a Call with “534 + 6”
Group Capacity
Interphone Group Attributes
Interphone Group
SYSTEM No of Group No. of Member
iPECS-MG 300 50 20
iPECS-MG 100 20 20
• Pilot Hunt Call Forward If a call is routed to member of pilot hunt group, a call is automatically routed to forward destination according to RING MODE (Day/Night/Timed).
• Register Pilot Hunt Call Forward1.Dial {Forward Register Feature code}2.Select Call Forward Type. (Unconditional/Busy/No answer/Busy-No answer)3.Dial destination (Station or Station Group). • Cancel Pilot Hunt Call Forward1.Dial {Forward Cancel Feature code}• Feature Code.
SYSTEM Forward Register Forward Cancel
iPECS-MG 300/100 514 515
Group Capacity
Pilot Hunt Group – Call Forward
Pilot Hunt Group
• Pilot Hunt Call Coverage The member of Pilot Hunt Group can cover the call for other member.
• Busy Service1.Station can be programmed the busy service as Pilot Hunt. (Busy Tone/Camp-On/Call-Wait/Pilot Hunt)2.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
Pilot Hunt Group
CO LINE 1
STA101
STA103STA105
STA104
STA 100 STA102
CO LINE 2
Pilot Hunt Group – Call Coverage
Pilot Hunt Group
• PGM 131-Flex 5(Busy Service) : Pilot Hunt• PGM 134-Flex 6(Pilot Hunt Ring Assign) : Enable
Business Enabled Communications
Attendant Group
Contents•Attendant Group – Capacity
– Attributes
– Group Assignment
•Night Attendant Group – Capacity
– Attributes
– Group Assignment
SYSTEM No of Group No. of Attendant
iPECS-MG 300 9 (one per Tenant) 5
iPECS-MG 100 5 (one per Tenant) 5
Attendant Group Capacity
Attendant Group Attributes
Attendant Group
GROUP ATD RING 04504629 (Main ATD Group)
• 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 NumberIf this number is assigned, system analyzes this number before it analyzes numbering plan/digit conv. table.
• Attendant Call by Station numberBasically, Attendant call is activated when a caller dialAttendant call code.But, if this is enabled, attendant call is activatedwhen a caller dials the number of attendant member.
Group Assignment (PGM 270, 271, 272)
Attendant Group
• 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
Attendant Feature
Attendant Group
SYSTEM No of Group No. of Attendant
iPECS-MG 300 9 (based on tenant) 5
iPECS-MG 100 5 (based on tenant) 5
Night Attendant Group Capacity
Night Attendant Group Attributes
Attendant Group
• 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• OperationIn the following state, a attendant call is routed to night attendant Group1.All attendant goes to DND states.2.Ring mode of Tenant is Night mode.
CO LINE
STA110
CO LINE
STA101STA 100 STA102
Attendant Gr. Night ATD Gr.
STA111 STA101STA 100 STA102
Attendant Gr.
Group Assignment (PGM 275, 276, 277)
Attendant Group
Business Enabled Communications
ACD Group
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
SYSTEM No of Group Supervisor Agent Queuing Step Agent Priority
iPECS-MG 300 50 1 (Sub-Supervisor 3)
50 5 20
iPECS-MG 100 20 1 (Sub-Supervisor 3)
50 5 20
ACD Group Capacity
ACD Group Attributes (PGM 212 ~ 215)
ACD Group
Status Means Service
Normal General In-Service Status
Forward Forward Status 1. Forward (Unconditional)
Night Night time Status 1. Release2. Night Announcement Service3. Forward
Holiday Holiday time Status 1. Release2. Holiday Announcement Service3. Forward
ACD Group Status Service for ACD Group Call
ACD Group
• 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
ACD Call Queuing & Forward Service
ACD Group
• 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
ACD Call Distribution by Agent Priority
ACD Group
- 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.
Priority-1 Group
STA2004
STA2005STA 2003
Priority-2 Group
STA2007STA2008STA 2006
Priority-10 Group
STA2010STA2011STA 2009
ACD Group Call11
22
33
Web: ACD Agent State & Priority
Agent State
ACD Group
Log-Out State Ready State
Work State
DND State
DND Feature Code
DND Feature Code
After Grp. Callor Other Rules
After Work-Out Timer
Can Receive the Grp. Call
- Agent can has 4 states (Log-Out / Log-In Ready / Log-In Work / Log-In DND)- Supervisors can check and change agent’s state
Group Status Management (Station Web of Main Supervisor)
ACD Group Supervisor Function
- 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
Agent Management and Monitoring
ACD Group Supervisor Function
- 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
Group Call Traffic Analysis
ACD Group Supervisor Function
- 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