Inter-Tel Axxess Administrators Guide
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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 hunt group camp on is allowed and all stations on the hunt group list are unavailable (busy, in do-not-disturb, or with hunt group remove enabled), an intercom or outside call will camp on and the stations will receive the following indications: —Busy stations receive hunt group camp-on tones (if enabled) and display. If there is an individual trunk key associated with the trunk, it shows ring flash. (There is a programmable station flag that can disable the camp on tones for hunt group calls.) —Stations with Hunt Group Remove enabled receive camp-on tones and display. If there is an individual trunk key associated with the trunk, it shows ring flash. —Stations with Do-Not-Disturb enabled receive no camp on indications, but if there is an individual trunk key associated with the trunk, it shows ring flash. —The first station that becomes available receives ringing and a flashing trunk or Call key. The camp-on and ring flash indications end at the other stations. (The associated trunk key will be steadily lit at those stations to show that the trunk is busy.) •If hunt group camp on is not allowed and all stations on the hunt group list are unavail- able the hunt group members will not have any camp-on indications. Callers will hear one of the following: —Intercom callers will hear busy signals. —Callers on a trunk that does not have to be seized for AXXESS to return busy signal (such as a T1 E&M) will hear busy signals. —Callers on a trunk that has to be seized for AXXESS to return busy signal (such as a non-T1 loop-start) will hear ringing and the call will be sent to the primary atten- dant. Stations within the hunt group can receive direct trunk ring-in, intercom, forwarded, or trans- ferred calls to their individual extension numbers without affecting other stations in the hunt group. HUNT GROUPS AND CALL FORWARDING Hunt group programming affects the Call Forwarding feature in the following ways: •Hunt group calls follow unconditional forward: If a station in a hunt group is in the unconditional call forward mode to another station, calls to the hunt group will follow the station forwarding request. A forwarded hunt group call will ring at the forwarding destination until the No Answer Advance timer expires. If it is not answered before the timer expires, the call will return to the hunt group and continue circulating through the hunt group list. •Conditional forward dependent on timer interaction: Stations that are busy and have their calls forwarded conditionally (no answer, busy, or unavailable) to another station will receive the hunt group call (if the station is not busy) until the Forward No Answer timer expires. At this point, if the hunt groups No Answer Advance timer has not expired, then the call will be forwarded. Once the No Answer Advance timer expires, the call will circulate to the next station in the hunt group list. •Hunt group calls will not forward to some destinations: Hunt group calls will not forward to voice mail, outside numbers, or system forwarding paths.
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 groups can be assigned as message centers and/or alternate message sources for individ- ual stations. HUNT GROUP REMOVE/REPLACE AND DO-NOT-DISTURB Hunt group members can temporarily stop hunt group calls from ringing at their stations by entering the Hunt Group Remove feature code as described below. (If a station is assigned to more than one hunt group, this halts calls from all hunt groups. Hunt group assignments cannot be removed individually.) Do-not-disturb can also be used to halt hunt group and other calls to the station (see page 189 for details). NOTE This feature has no effect on ACD hunt groups. See page 98 for ACD login/logout information. When the Hunt Group Remove feature is enabled, the user will still receive the camp-on dis- play and tone, and the individual trunk key flashes if one exists, for calls to the hunt group. (The station continues to receive calls placed to its extension number.) Hunt group overflow and announcement stations cannot block hunt group calls using this feature. If a keyset user has programmed a key for entering the Hunt Group Remove/Replace feature code, and if that key has a lamp, the lamp will be lit whenever the station is removed from the hunt group. T O REM OVE THE STATION FROM ITS HUNT GROUP(S) OR REPLACE THE STATION IN ITS HUNT GROUP (S): Keyset: While on or off hook, enter the Hunt Group Remove feature code (322) to halt hunt group calls or enter the Hunt Group Replace feature code (323) to return the sta- tion to its hunt group(s). Or use the Hunt Group On/Off feature code (324) to toggle the hunt group mode on or off. You hear a confirmation tone and the display shows ACCEPT (or DIVERT) HUNT GROUP CALLS. If off hook, hang up. Single-Line Set: Lift the handset and enter the Hunt Group Remove feature code (322) to halt hunt group calls or enter the Hunt Group Replace feature code (323) to return the station to its hunt group(s). Or use the Hunt Group On/Off feature code (324) to toggle the hunt group mode on or off. You hear dial tone.
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 group before another at stations that are members of more than one hunt group. •Hunt group supervisors can monitor outside calls of any member of the hunt group. Announcement and Overflow Stations Announcement and overflow stations are individual stations that receive unanswered calls when all of the hunt group stations are unavailable. (They are not usually included in the hunt group list.) Announcement and overflow stations can be separate stations or they can be the same station. Also, each of the hunt groups can have the same announcement and overflow sta- tions or they can be assigned different stations. In an AXXESS network, the announcement and overflow stations can be off-node devices. Call rings in to Ext. 2000 Ext. 1000 Ext. 1001 Ext. 1002 Ext. 1006 Ext. 1007 Ext. 1011 Ext. 1012 Ext. 102018 sec. 18 sec. 18 sec. 18 sec. 18 sec. 18 sec. 18 sec. 18 sec. No Answer Advance Timer Announcement Sta ti o n (once only) 18 sec. Announcement Timer Overflow Sta ti o n 72 sec. Overflow Timer Overflow Sta ti o n 72 sec. Overflow Timer Recall Timer 180 sec. Recall Dest. AXXESSORY Talk, or a Hunt Group Can bean Extension,
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 message. Meanwhile, the call continues circulating through the hunt group (unless it was sent to an AXXESSORY Talk application and then transferred to a station). If it is answered by an available hunt group station while the announcement station is connected to the call, the call will leave the announcement station. Each direct ring-in call will transfer to the announcement station only once. If it remains unanswered when the Overflow timer expires, the call will be sent to the overflow station. Or, if there is no overflow station, the call will be sent to the recall destination station when the Recall timer expires. Overflow Stations: The Overflow timer is started when the Announcement timer expires or, if there is no announcement station, when the call is received by the hunt group. If an incoming hunt group call is unanswered when the Overflow timer expires, the call is picked up by an overflow station. The overflow station is a playback device that answers the call and plays a message. Meanwhile, the call continues circulating through the hunt group (unless it was sent to an AXXESSORY Talk application and then transferred to a station). If the call is answered by an available hunt group station while the overflow station is connected to the call, the call will leave the overflow station. The Overflow timer restarts each time the unanswered call leaves the overflow station. An unanswered call will return to the overflow station each time the Overflow timer expires, until the call is answered by a hunt group station or it is sent to the recall destination station. The following chart shows the path that an incoming hunt group call will follow for all possi- ble combinations of announcement and overflow stations: If an announcement or overflow station has call forward enabled, hunt group calls will follow the forward and the forwarding destination station will act as the announcement or overflow station. ANN. STATIONOVER FLOW STATIONCALL PATH No No Call remains in hunt group. Yes No Call goes to announcement station only once, after Announcement timer expires. No Yes Call goes to overflow station after each expiration of Over- flow timer. Yes Yes Call goes to announcement station once (after Announce- ment timer expires) then goes to overflow station after each expiration of Overflow timer.
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. This allows the application to send the call to other stations without the call being “pulled back” into the hunt group when a hunt group station answers the call. However, if the caller does not dial a valid digit translation option, the call will be pulled back if a hunt group member answers. Note that Standard and Basic Digital Keysets do not send DTMF tones on intercom calls and therefore cannot stop circulating through the hunt group by dialing a digit. An AXXESSORY Talk Call Routing Announcement applications message can be pro- grammed to include the callers queue position and/or estimated wait time. The queue position announcement tells the caller how many calls are ahead of his or her call. This includes calls being served and waiting calls (however, all calls being served count as one call). The esti- mated wait time is based on a programmed Average Connect Time Per Call multiplied by the number of calls ahead of the caller in the queue, divided by the number of available hunt group members (avg. connect time per call × no. of waiting calls ÷ available members). See page 209 for details. If an AXXESSORY Talk application is used as an announcement or overflow station or as the recall destination, and the AXXESS is unable to communicate with the AXXESSORY Talk PC, outside calls will not be sent to the announcement or overflow application. They will con- tinue to camp on to the hunt group. UCD Hunt Group Priority List Some stations may be members of more than one UCD hunt group. For this reason, hunt groups are assigned a “priority level.” The priority level determines which hunt groups calls should be received first when calls ring in or camp on to several hunt groups at once. UCD priority levels range from 0 (low) to 75 (high). If a station is a member of multiple hunt groups that have the same priority level, calls received by those hunt groups will be queued in the order they were received by the phone system. (Non- UCD hunt groups are treated as if they have a priority level of 0.) PRIORITY LEVELS Calls ring in or camp on to all hunt groups PRIORITY LEVEL 1 8 0 HUNT GROUP Ext. 2000 HUNT GROUP Ext. 2001 HUNT GROUP Ext. 20022 1 3 ORDER CALLS ARE RECEIVED
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 enabled that sends a tone to the sta- tion being monitored whenever the hunt group supervisor joins an ongoing call. (Note that call monitoring may be illegal in some locations. It is up to the end user to ensure that use of this feature is in compliance with local laws.) To monitor a hunt group member’s call, the supervisor enters the Station Monitor feature code (321) and dials an extension number. The supervisor is then connected to the call and can hear both parties, but cannot be heard by either one. If the monitored call is terminated, transferred, or placed on hold by the hunt group member, the monitor function is terminated. In the associated hunt group, the supervisor may monitor any active intercom or CO-to-inter- com call (both hunting and non-hunting), including incoming, outgoing, and DISA-to-intercom calls. Conference calls and calls that do not involve hunt group members cannot be monitored. If the supervisor attempts to monitor a station that is not on an active call that allows monitor- ing, the system sends reorder tones and the supervisor must enter the feature code again to try another number. If the supervisor attempts to monitor a station that is not in the hunt group or an idle station in the hunt group, the system sends reorder tones and cancels the Station Call Monitor feature. Station monitoring requires conferencing circuits. If resources are not available when a super- visor attempts to monitor a station, the supervisor’s display will show NO CNF CIRCUITS AVAILABLE and the monitor will not be allowed. Multiple supervisors can monitor the same station, providing that a conference circuits is available for each supervisor. The supervisor station cannot use the Agent Help feature while monitoring a call. T O MONITOR A HUNT GROUP CALL (DESIGNATED SUPERVISOR ONLY): (1)To use the speakerphone: While on hook, enter the Station Call Monitoring feature code (321). You hear a confirmation tone and the SPKR key lights. The display shows ENTER EXT TO MONITOR. To use the handset: Lift the handset and enter the Station Call Monitoring feature code (321). You hear a confirmation tone. The display shows ENTER EXT TO MONI- TOR. (2)Dial the extension number (or press the lit station speed-dial or DSS/BLF key) of the station to be monitored. You are automatically connected to the call and the display shows MONITORING . (3)To monitor another hunt group member’s call: Enter the Station Call Monitoring feature code (321), and dial the extension number (or press the speed-dial key). To terminate the monitor feature: If off hook, hang up. If on hook, press the SPKR key.
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 group features described on page 90, and/or the UCD features described on page 93 (if the UCD Hunt Group premium feature is enabled). ACD Call Distribution When an intercom or outside call is transferred or rings in to the ACD hunt group, it can circu- late in linear or distributed order (as described on page 90) or using one of the ACD distribu- tion methods: Longest Idle or Balanced Call Count order. •Longest Idle: An incoming call is sent to the station that has not been involved in a call to this hunt group for the longest period of time. (It does not count calls that were received through other hunt groups, direct ring-ins, or transfers. •Balanced Call Count: To balance the call load, each incoming call is sent to the station that has received the fewest calls through this hunt group. (It does not count calls that were received through other hunt groups, direct ring- ins, or transfers.) ACD Agent IDs ACD hunt group members are referred to as “agents.” Agents log in to the ACD hunt group to receive calls and log out to halt ACD hunt group calls. An ACD hunt group can be pro- grammed to circulate calls to agents in two ways: •Agent IDs: If the hunt group is programmed to use ACD Agent IDs, each agent is assigned an Agent ID number which he or she enters during the login procedure (described below). The hunt group calls are routed to logged in agents, according to their Agent ID number instead of their station extension. Because the Agent ID is not associated with any station extension, the agent can use any station in the system to log in and does not have to use the same station every time. •Members: If the hunt group is not programmed to use Agent IDs, it will have a list of stations and will send calls to the stations where agents are logged in. When a call camps on to an ACD hunt group that uses Agent IDs, only the agents currently logged in to the hunt group will receive camp-on indications. ACD hunt group supervisors will receive visual camp-on displays if they are programmed as members of the hunt group and have the ACD Agent Logout feature enabled. LONGEST IDLE DISTRIBUTION ACD HUNT GROUP Ext. 2000 Ext. 1000 Ext. 1001 Ext. 1002 Ext. 1003 Next call will be sent hereTIME IDLE (3 min.) (10 min.) (6 min.) (1 min.) BALANCED CALL COUNT DISTRIBUTION ACD HUNT GROUP Ext. 2000 Ext. 1000 Ext. 1001 Ext. 1002 Ext. 1003 Next call will be sent hereNUMBER OF CALLS (10 calls) (16 calls) (6 calls) (3 calls)
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 group calls when entered by an ACD agent. However, placing the agents station in do-not-disturb will halt all ACD and non-ACD hunt group calls.) There are three feature codes that can be used for logging in to and out of the ACD hunt groups: ACD Agent Login, ACD Agent Logout, and ACD Agent Login/Logout. The first two perform only one operation. The third (Login/Logout) is a toggle feature code that logs the sta- tion in or out of all associated ACD hunt groups at once. If the toggle feature code is pro- grammed in a user-programmable key with a lamp, the lamp will be lit when the agent is logged in to an ACD hunt group and available to receive calls, and unlit when the agent is logged out. T O LOG OUT OF ALL OF YOUR ACD HUNT GROUPS AT ONCE USING THE LOGIN/LOGOUT FEATURE CODE : While on or off hook (single-line users must lift the handset), enter the ACD Agent Login/Logout feature code (328). The display shows AGENT LOGGED OUT OF ALL ACDS and you hear a confirmation tone. Hang up if off hook. T O LOG IN TO ALL OF YOUR ACD HUNT GROUPS AT ONCE USING THE LOGIN/LOGOUT FEATURE CODE : (1)While on or off hook (single-line users must lift the handset), enter the ACD Agent Login/Logout feature code (328). If you were already logged in, the display shows AGENT LOGGED OUT OF ALL ACDS and you hear a confirmation tone. If you were not logged in, continue to the next step. (2)The display shows AGENT LOGIN AGENT ID. Do one of the following: —To log into all ACD hunt groups for which you have an Agent ID: Enter your Agent ID. The display shows AGENT LOGGED INTO ALL ACDS. You are logged into only the ACD hunt group(s), that use the Agent ID that you entered. Hang up if off hook. If another agent is already logged in at this station, you hear reorder tones and the display shows DIFFERENT AGENT ID ALREADY USED. You must have the other agent log out before you can use that station. —To log into all of your ACD hunt groups that do not use Agent IDs: Press . The display shows AGENT LOGGED INTO ALL ACDS. You are logged into only the ACD hunt group(s) that do not use Agent IDs. Hang up if off hook. HUNT GROUP ID 2370 AGENT ID IN UCD/ACD HUNT GROUP HUNT GROUP Ext. 2000 ANNOUNCEMENT STATION OVERFLOW STATION Ext. 1222 Agent ID can be logged in or out RECALL STATION #
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 number, the display shows NOT AN ACD HUNT GROUP and you hear reorder tones. (3)The display shows AGENT LOGIN AGENT ID. Then do one of the following: —To log into to ACD hunt group(s) using Agent IDs: Enter your Agent ID. The display shows AGENT LOGGED INTO ALL ACDS. You are logged into only the ACD hunt group(s) that you requested in step 2, that use the Agent ID that you entered in this step. If another Agent ID is already logged in at this station, you hear reorder tones and the display shows DIFFERENT AGENT ID ALREADY USED. You must have the other agent log out before you can use that station. —To log into to ACD hunt group(s) that do not use Agent IDs: Press . The dis- play shows AGENT LOGGED INTO ALL ACDS. You are logged into only the ACD hunt group(s) that you requested in step 2, that do not use Agent IDs. If you were already logged in, the display shows ALREADY LOGGED INTO . If you are not a member of the entered hunt group, the display shows NOT AN AGENT IN THIS HUNT GROUP and you hear reorder tones. Start over. (4)If off hook, hang up. Repeat this procedure to log into additional ACD groups, if neces- sary. T O LOG OUT OF AN ACD HUNT GROUP: (1)While on or off hook, enter the ACD Agent Logout feature code (327). One of the fol- lowing will occur: If you were logged in to only one hunt group, you hear a confirmation tone and the dis- play shows AGENT LOGGED OUT OF . The procedure is complete. Hang up if you were off hook. If you were logged in to more than one hunt group, you hear a confirmation tone and the display shows AGENT LOGOUT ACD NUMBER go to the next step. If you were not logged in to any hunt group, the display shows NOT LOGGED INTO ANY ACD GROUP and you hear reorder tone. (2)Dial the pilot number of the desired ACD hunt group or press pound to log out of all of your ACD hunt groups. You hear a confirmation tone and the display shows AGENT LOGGED OUT OF . If you were not logged in to the hunt group number that you entered, the display shows NOT LOGGED INTO . Start over. (3)If off hook, hang up. # #
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 idle. (The station can still receive non-ACD calls, as usual.) If the flag is disabled, the agent will be available to receive additional ACD calls as soon as an ACD call is placed on hold. In the default state, this flag is disabled. This flag applies to any type of hold, including individual, system, transfer, and conference- wait hold. If the call is terminated or if it is reverse transferred by another station, the ACD agents station will be made available to receive incoming ACD calls. If the agent wishes to terminate the wrap-up mode while an ACD call is on hold, he or she can use the procedure given above. ACD Agent Wrap-Up Timer Each time an agent ends an ACD hunt group call, the station goes into “wrap-up” mode and the ACD Wrap-Up Duration timer is started. Until that timer expires, the agent will not receive another call through any ACD hunt group. (However, the agent can receive non-ACD hunt group calls, direct ring-in calls, and transfers.) If an agent wishes to terminate the wrap-up mode before the timer expires, he or she can use the following procedure. T O TERMINATE ACD AGENT WRAP-UP: While on or off hook (single-line users must lift the handset), enter the ACD Wrap-Up Terminate feature code (329). The display shows ACD WRAP-UP TERMINATED. (If you were not logged in to an ACD hunt group, the display shows CANNOT ACCESS RESERVED FEATURE.) ACD Agent ID Automatic Connect Flag When the ACD Agent ID flag is enabled, and the agent is using a headset, ACD hunt group calls will automatically be connected following a short ring burst. (This feature will not work if the agent is not using a headset.) When the ACD agent logs in or removes the station from do-not-disturb mode, the first call will ring until the ACD agent answers it. However, every time an ACD hunt group call is received after the first call, the agent will hear the ring burst in the headset and the call will be automatically connected.