Inter-Tel Axxess Administrators Guide
Here you can view all the pages of manual Inter-Tel Axxess Administrators Guide. The Inter-Tel manuals for Communications System are available online for free. You can easily download all the documents as PDF.
Page 111
Page 91 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Hunt Group Call Processing HUNT GROUP CALL PROCESSING Hunt group stations receive the following indications when a call is ringing in: •If an outside call is ringing, the station designated to receive the call first shows ring flash on the associated individual trunk key (if it has one) or a Call key until the call is answered or the No Answer Advance timer expires and the call moves to the next sta- tion. •If...
Page 112
Page 92 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 Hunt Group Remove/Replace And Do-Not-Disturb •Announcement and overflow stations can forward hunt group calls: If an announcement or overflow station has call forward enabled, hunt group calls will fol- low the forward and the forwarding destination station will act as the announcement or overflow station. •Hunt groups can receive forwarded calls: Stations can forward calls to a hunt group’s pilot number. Hunt...
Page 113
Page 93 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 UCD Hunt Groups UCD HUNT GROUPS NOTE This feature must be enabled in Premium Feature Selection. Uniform Call Distribution (UCD) hunt groups provide additional features to improve hunt group efficiency. The features added when UCD is enabled are as follows: •Announcement and overflow stations pick up unanswered calls when the hunt group stations are busy. •Hunt group priority ranking will place calls to one hunt...
Page 114
Page 94 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 UCD Hunt Groups Announcement Stations: When a call rings in or is transferred to a hunt group, the Announce- ment and Recall timers are started. The incoming call circulates through the hunt group until it is answered or the Announcement timer expires. When this timer expires, the unanswered call is picked up by the designated announcement station which is a playback device that answers the call and plays a...
Page 115
Page 95 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 UCD Hunt GroupsAXXESSORY Talk Applications As Announcement Or Overflow Stations When an AXXESSORY Talk 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 Rout- ing Announcement menu) and the call is transferred....
Page 116
Page 96 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 UCD Hunt Groups UCD Hunt Group Supervisors And Station Monitoring The Station Monitor feature allows hunt group supervisors to monitor the calls of anyone in a specified hunt group. It can be useful in training or in evaluating the performance of hunt group members. NOTE As a courtesy, hunt group members should be notified in advance that their calls may be monitored. In addition, a programmable option can be...
Page 117
Page 97 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 ACD Hunt Groups ACD HUNT GROUPS NOTE The ACD Hunt Group feature must be enabled in Premium Feature Selection. To take full advantage of all hunt group features, the UCD Hunt Group premium feature should also be enabled. Automatic Call Distribution (ACD) can be programmed to distribute hunt group calls to equal- ize call time or call count among the available members. ACD hunt groups can use the stan- dard hunt...
Page 118
Page 98 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 ACD Hunt Groups ACD Agent Login/Logout ACD hunt group members are referred to as “agents.” Agents can log in to and out of the ACD hunt group at any time. While logged in, the agent will receive calls through the ACD hunt group. When the agent is logged out, calls to that ACD hunt group will bypass the station. (The Hunt Group Remove/Replace fea- ture, described on page 92, does not have any effect on ACD hunt...
Page 119
Page 99 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 ACD Hunt GroupsT O LOG IN TO ONE OR MORE HUNT GROUPS USING THE ACD AGENT LOGIN FEATURE CODE: (1)While on or off hook (single-line users must lift the handset), enter the ACD Agent Login feature code (326). The display shows AGENT LOGIN ACD NUMBER. (2)Enter the pilot number of the desired ACD hunt group. (Or you can press to log in to several ACD hunt groups at once.) If you entered an invalid hunt group...
Page 120
Page 100 AXXESS System Features INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000 ACD Hunt Groups Wrap-Up Mode For Holding ACD Calls There is a system flag called “Wrap-Up Mode For Holding ACD Calls.” If enabled, it places an ACD agents station in wrap-up mode when an ACD call is placed on hold. (However, the ACD Wrap-Up Duration timer is not activated.) This prevents the agent from receiving addi- tional ACD hunt group calls after he or she places an ACD call on hold, while the station is...