Nortel Compact Ics 6.1 System Coordinator Guide
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P0603544 02 Compact ICS 6.1 Syste m Coordin ator Guide Programming Hunt Groups The Hunt Groups feature allows a group of Norstar or Business Series Terminals) BST telephones to be called by a single directory number, ensuring that calls are easily routed to the appropriate group. Hunt Groups are used in situations where a group of people performing the same task are required to answer a number of related phone queries. Some typical uses of Hunt Groups are: a sales department answering questions on product prices or availability a support department answering questions concerning the operation of a product an emergency department answering calls for help. Hunt Groups can be used to route calls to a support service such as a Help Line for a software company. Specialists dealing with Product A can be in one group, and specialists dealing with Product B can be in another group. Incoming calls hunt for the next available telephone in the group. If no telephone is available, the call can be placed in a queue or routed to an overflow set. The Hunt Groups subheading in system programming is the area where programming changes are made to the following: members of a group position of a group member what lines are assigned to a group how incoming calls are distributed how long the system looks for available members The Incoming Line Group (ILG) functionality is now accomplished through the Hunt Group feature. When upgrading from a pre-Compact ICS 4.0 system to a Compact ICS 6.1 system, any lines previously belonging to an ILG are not automatically converted to broadcast Hunt Groups. You must go in and program them to the new feature.Please refer to ‘‘Assigning or unassigning lines to a group’’ on page 174.
172 / Programming Hunt Groups Com pact ICS 6.1 System Coordinator Guide P0603544 02 where a call goes if all members are busy Note: Videophones should not be placed in Hunt Groups. Hunt Groups allow one B channel connection at a time and videophones use two B channels. Features affected by Hunt Groups include: Auto Attendant Call Forward All Calls Call Forward No Answer Call Forward on Busy Group Pickup Transfer via Hold Priority Call Line Redirection Page Zones Voice Call Note: Fixed external cadencing is provided for all external Hunt Group calls regardless of whether or not they have been answered and transferred. Adding or removing members from a group A DN can be associated with a member of a Hunt Group and is called a member DN. Members of the group can be any Norstar or BST telephone or ISDN terminal. A Norstar or BST telephone can be in more than one Hunt Group but is considered a member in each Hunt Group, increasing the total number of members in the system. There can be only one appearance of the Hunt Group on a telephone, no matter how many lines are assigned to the group. Hunt Group DNs cannot be members of other Hunt Groups.
Programming Hunt Groups / 173 P0603544 02 Compact ICS 6.1 Syste m Coordin ator Guide Consult your customer service representative to determine your Hunt Group number range. Note: Your system DN must be at least three digits long to allow Hunt Groups. You need the programming template found at the front of this guide. See ‘‘Getting started with Norstar’’ on page 15 for more information. 1. Press ²¥¥ÛßßÜÝÝ. The display shows Password:. 2. Press ÛÜßÝß (the default System Coordinator password). The display shows Terminals&Sets. 3. Press ‘ until the display shows System prgrming. 4. Press ≠. The display shows Hunt groups. 5. Press ≠. The display shows Show group. 6. Enter the Hunt Group number you want to program (1-6). 7. Press ≠. The display shows Member DNs:. 8. Press ≠. The display shows the members for that group. 9. Press ADD to add a member or press REMOVE to remove a member from the group. 10. Press ¨ to exit or ‘ to continue programming. Moving members of a group Member order within a Hunt Group is important. The member order determines how a call is routed through a Hunt Group. You need the programming template found at the front of this guide. See ‘‘Getting started with Norstar’’ on page 15 for more information. 1. At Hunt groups, press ≠. The display shows Show group. 2. Enter the Hunt Group number you want to program (1-6) or press ‘ to scroll through the groups. 3. Press ≠. The display shows Member DNs:. 4. Press ≠. The display shows the members for that group.
174 / Programming Hunt Groups Com pact ICS 6.1 System Coordinator Guide P0603544 02 5. Press MOVE to move an existing member to another place within the Hunt Group. The display shows the member number followed by an arrow. 6. Enter the new position number for the extension. 7. Press ¨ to exit or ‘ to continue programming. Assigning or unassigning lines to a group You can assign one or several lines to a hunt group. Hunt group line notes: Configure the prime set for a Hunt Group line to None to avoid delayed ring transfer of external Hunt Group calls to the prime set before the Hunt Group can receive the call. A line can be assigned to only one group. Do not assign any hunt group lines to individual telephones. If any of the telephones that are part of the hunt group have the line assigned, remove the line from the telephone before assigning it to the hunt group. 1. At Hunt groups, press ≠. The display shows Show group. 2. Enter the Hunt Group number you want to program (1-6) or press ‘ to scroll through the groups. 3. Press ≠. The display shows Member DNs:. 4. Press ‘. The display shows Line assignment. 5. Press ≠. The display shows Show line:. 6. Enter the line number you want to program and press SCAN to go to the first line assigned to this group, or press LIST to go to the first line in the system. 7. Press CHANGE to program the line as Unassigned or Assigned. *HGnn* means the line is assigned to another Hunt Group. 8. Press ¨ to exit or ‘ to continue programming.
Programming Hunt Groups / 175 P0603544 02 Compact ICS 6.1 Syste m Coordin ator Guide Setting the distribution mode There are three modes of call distribution: Broadcast—rings each telephone in the group simultaneously. Calls are handled one at a time. Subsequent calls are queued. As soon as a call is picked up, the call next in the queue is presented to the Hunt Group without having to wait for queue time-out. In Broadcast mode, a single incoming call rings simultaneously at all the telephones in a group. This way, all receptionists in the group can share the load of answering large volumes of calls. All telephones automatically display the calling line identification (CLID), if available. A familiar example is a fund-raising campaign where a group of operators are waiting to take each call as it comes in. Sequential—starts the call at the first telephone in the Hunt Group and distribution is complete when the first idle telephone has been found. Simultaneous calls can be presented. Distribution is order based. In Sequential mode, you can program your top salesperson to be the first member of the group to receive incoming calls. Rotary—the call starts at the telephone after the one which answered the last call. Distribution is complete when the next idle telephone has been found. Simultaneous calls can be presented. Distribution is order based. In Rotary mode, you can ensure that all your helpline people are receiving calls on an equal basis, rather than one person receiving the majority of calls. The call rings at one set at a time in a round robin fashion. If a Hunt Group has available members but nobody answers the call, the call is rerouted through the list until someone answers the call. If all lines are busy, the call is routed according to whatever has been set for the busy line setting. Refer to ‘Programming busy line setting’ on pa ge176. 1. At Hunt groups, press ≠. The display shows Show group. 2. Enter the Hunt Group number you want to program (1-6) or press ‘ to scroll through the groups. 3. Press ≠. The display shows Member DNs:. 4. Press ‘ until the display shows Mode.
176 / Programming Hunt Groups Com pact ICS 6.1 System Coordinator Guide P0603544 02 5. Press CHANGE to set the mode: Sequential, Rotary, Broadcast. 6. Press ¨ to exit or ‘ to continue programming. Setting the hunt delay This setting allows you to program the number of rings the system permits at a Hunt Group set before moving on to the next telephone in the Hunt Group. 1. At Hunt groups, press ≠. The display shows Show group. 2. Enter the Hunt Group number you want to program (1-6) or press ‘ to scroll through the groups. 3. Press ≠. The display shows Member DNs:. 4. Press ‘ until the display shows Hunt delay. 5. Press CHANGE to select the setting: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10. 6. Press ¨ to exit or ‘ to continue programming. Programming busy line setting A Hunt Group is considered busy if either of these two scenarios exist: all of its members are being presented an incoming Hunt Group call all of its members are active on a Hunt Group call There are three routing options if all members are busy: BusyTone—the caller gets a busy tone Overflow—the call is routed to an overflow position Queue—the call stays in the system for a period of time. Within this period of time, the call is presented to a member if one becomes available. When the time-out occurs, the call is presented to an overflow position. 1. At Hunt groups, press ≠. The display shows Show group. 2. Enter the Hunt Group number you want to program (1-6) or press ‘ to scroll through the groups.
Programming Hunt Groups / 177 P0603544 02 Compact ICS 6.1 Syste m Coordin ator Guide 3. Press ≠. The display shows Member DNs:. 4. Press ‘ until the display shows If busy:. 5. Press CHANGE to set the mode: BusyTone, Overflow, Queue. 6. Press ¨ to exit or ‘ to continue programming. Programming the queue time-out This setting allows you to program the number of seconds a call remains in the Hunt Group queue before it is routed to the overflow position . 1. At Hunt groups, press ≠. The display shows Show group. 2. Enter the Hunt Group number you want to program (1-6) or press ‘ to scroll through the groups. 3. Press ≠. The display shows Member DNs:. 4. Press ‘ until the display shows Q Timeout:. 5. Press CHANGE to set the queue time-out: 15, 30, 45, 60, 120, 180. 6. Press ¨ to exit or ‘ to continue programming. Programming the overflow set This setting allows you to program the overflow telephone to which the Hunt Group calls are to be routed. Unless the overflow position is a Hunt Group telephone, the call ceases to be a Hunt Group call. If the overflow telephone is a Hunt Group telephone, the call is treated as a new call and goes to the bottom of the queue. The overflow telephone can be a DN number associated with a voice mailbox. 1. At Hunt groups, press ≠. The display shows Show group. 2. Enter the Hunt Group number you want to program (1-6) or press ‘ to scroll through the groups. 3. Press ≠. The display shows Member DNs:. 4. Press ‘. The display shows Overflow:. 5. Press ≠. The display shows Overflow:HGn.
178 / Programming Hunt Groups Com pact ICS 6.1 System Coordinator Guide P0603544 02 6. Press CHANGE to change the overflow position. 7. Enter the new overflow position. 8. Press ¨ to exit or ‘ to continue programming. Setting the name This setting allows you to program the Hunt Group name, such as SERVICE or SALES. The name can be up to seven characters in length. This name becomes the CLID display name when the DN is called. 1. At Hunt groups, press ≠. The display shows Show group. 2. Enter the Hunt Group number you want to program (1-6) or press ‘ to scroll through the groups. 3. Press ≠. The display shows Member DNs:. 4. Press ‘. The display shows Name:. 5. Press CHANGE. 6. Using the dialpad, enter the name of the Hunt Group. 7. Press ‘ to store the name. 8. Press ¨ to exit or ‘ to continue programming. Allowing/disallowing an auxiliary ringer This setting allows you to allow/disallow an external ringer to sound when a call comes in for a specific hunt group. If you allow this service, you must have an auxiliary ringer properly installed on your system. Refer to ‘‘Using an auxiliary ringer’’ on page 232. 1. At Hunt groups, press ≠. The display shows Show group. 2. Enter the Hunt Group number you want to program (1-6) or press ‘ to scroll through the groups. 3. Press ≠. The display shows Member DNs:. 4. Press ‘ until the display shows Aux. Ringer:. 5. Press CHANGE to choose Y (yes) to turn the ringer on or N (No) to disallow an auxiliary ringer.
Programming Hunt Groups / 179 P0603544 02 Compact ICS 6.1 Syste m Coordin ator Guide 6. Press ¨ to exit or ‘ to continue programming. Assigning a distinctive ring pattern to a Hunt Group You can assign distinctive ring patterns to your Hunt Group so that calls can be rated in priority for the group. These distinctive ring patterns, have the same characteristics as for line and extension distinctive ring patterns. Refer to ‘‘Changing the ring on the telephone’’ on page 168 . The Hunt Group distinctive ring pattern determines how a call will ring within the Hunt Group. If members of the group have ring patterns assigned to their telephones that are higher than the ring patterns of the incoming line or the Hunt Group, then the Hunt Group will use the ring of the corresponding member telephones. If the incoming call (line) has a higher ring pattern assigned than the Hunt Group, the Hunt Group will ring with the line ring pattern. 1. Find the heading Hunt groups. 2. Press ≠. The display shows Show group. 3. Enter the Hunt Group number you want to program (1-30). 4. Press ≠. The display shows Member DNs:. 5. Press ‘ until the display shows Dstnct Ring:NONE. 6. Press CHANGE to toggle to the ring pattern number you want to assign to the Hunt group line. ( None, 2, 3, 4) 7. Press ¨ to exit or ‘ to continue programming.
180 / Programming Hunt Groups Com pact ICS 6.1 System Coordinator Guide P0603544 02 Using Silent Monitor After you have the silent monitor parameters set up, you will be able to use your SM supervisor two-line display telephone to monitor external Hunt group calls. Refer to the Compact ICS Installation Guide for detailed information about the fields that make up this feature. To start a session, on a silent monitor supervisor telephone, which must have a two-line display: 1. Enter ²¥ÞÞâ. 2. Type in the SM password (default:SILENT (745368)) 3. Enter the DN of the telephone you want to monitor and press OK. If that telephone is currently on a Hunt group call, you will be automatically connected to the call. If the telephone is idle or not on a hunt group call, you will be prompted to pick another DN to monitor. To end a session: Press ¨, or press the display key under OTHER or EXIT. While attempting to monitor a call, or during a call, you may get one of the following prompts: Tips - Your telephone is muted by default at the beginning of a monitoring session. Press the handsfree/mute button or the display key under JOIN to enter the conversation. Enter the DN for the Hunt Group telephone that you want to monitor. If you make a mistake entering a DN number, press RETRY and re-enter the number. If the number you entered is correct, press OK. The system redisplays this prompt if it is unable to establish a session with the telephone DN that you enter. OBSERVE RETRY OK