Panasonic Kx Taw848 Feature Manual

							1.2 Receiving Group Features
Feature Guide 31
[G-DN Button for Group Call Waiting]
Group Call Waiting works differently depending on the assigned Group Call Waiting 
Distribution method, as follows:
a)Ring: All busy extensions hear a call waiting tone simultaneously for the first 
incoming call, even if they do not have a Group Directory Number (G-DN) button. 
Additional calls are placed in the queue upon arrival.
b)UCD/Priority Hunting: A call waiting tone is heard and an idle G-DN button 
flashes on an agent’s telephone, according to the group’s distribution method 
(UCD or Priority Hunting). As calls continue to arrive, they will be received on G-
DN buttons until every G-DN button on every agent’s telephone is occupied, after 
which additional calls will be placed in the queue, as shown in the figure below.
Note that if an extension’s G-DN buttons for a certain group are completely 
occupied, the Group Call Waiting for the group will not work at that extension.
3.No Reply Redirection (UCD or Priority Hunting Method)
If a call received at an agent’s extension is not answered within a preprogrammed time 
period (No Answer time), the call will be redirected to the next agent according to the 
group’s distribution method. If there is no available agent, the call waits until one becomes 
available.
Conditions
FWD/DND Extension
Although members of an ICD group can set Call Forwarding (FWD) or Do Not Disturb 
(DND) for their extensions, each group can be programmed to ignore these settings, in 
which case the extensions will ring. (  1.3.1 Call Forwarding (FWD)/Do Not Disturb 
(DND))
Group Call Waiting cannot be used simultaneously with VIP Call (  1.2.2.4 VIP Call) and/
or Wrap-up (  1.2.2.6 Log-in/Log-out), as Call Waiting must be turned off in order for VIP 
Call or Wrap-up to function.
G-DN Button for ICD Group 1 (Call Waiting)
G-DN Button for ICD Group 1 (Call Waiting)
G-DN Button for ICD Group 2 (Answering the Call) 2
1
3
ICD Group 2 ICD Group 1 
						

							1.2 Receiving Group Features
32 Feature Guide
1.2.2.3 Queuing Feature
Description
When a preprogrammed number of extensions (  Maximum Number of Agents [632]) in an 
incoming call distribution (ICD) group are busy, additional calls can be placed in a queue as 
they arrive. Once a preprogrammed number of calls are waiting in the queue (  Queuing Call 
Capacity [628]), additional calls will be directed to the group’s overflow destination (  1.2.2.5 
Overflow Feature). While calls are waiting in the queue, the calls are handled according to a 
Queuing Time Table (  Queuing Time Table [630]), which can be assigned for each time 
mode (  2.2.4 Time Service).
Each Queuing Time Table consists of up to 16 sequences. Each sequence consists of a 
command which plays audio for the caller or controls how the call is routed, and once one 
sequence has been performed, the next sequence is performed if the caller is still waiting. The 
commands which can be selected for each sequence are explained below.
[Queuing Time Table Commands]
[Programming Example: Queuing Time Table]Command Description Condition
OGMAn outgoing message (OGM) is 
played for the caller.Once the message has been played, the 
next sequence is activated.
WaitThe caller waits for the specified 
time while hearing a ringback 
tone or Music on Hold.Music on Hold is played for the caller for 
the specified amount of time.
If an OGM command has not been 
programmed for a sequence preceding 
the Wait command, the caller will hear a 
ringback tone for the specified amount 
of time.
SequenceJumps to a specified sequence. 
Used to create a loop within the 
table.None
OverflowDirects the call to the overflow 
destination.None
DisconnectDisconnects the call. None
NoneSkips  to  the  next  sequence. If assigned to sequence 01, the Queuing 
Time Table will be disabled.
*1 Sequences in Queuing Time Table [631]*2A call will always be disconnected if it is not answered by the end of Sequence 16.
Queuing
Time
Table
No.
01
02
Sequence
01
OGM 01
Wait 20 s
Sequence
03
OGM 03
Sequence 01
Sequence
04
Overflow
Sequence
16*2
Sequence*1
... Sequence
02
Wait 30 s
OGM 08 
						

							1.2 Receiving Group Features
Feature Guide 33
Example of Queuing Time Table 01 (Above)
Conditions
If a call is transferred to an ICD group and is handled by the Queuing Time Table, Transfer 
Recall will not occur even if the Transfer Recall time expires (  1.11.1 Call Transfer).
Manual Queue Redirection
The call which has waited the longest in the queue can be redirected manually to the 
overflow destination by pressing the Hurry-up button. Note that if a call is already ringing 
at an extension, it cannot be overflowed.
This feature is also known as Hurry-up Transfer.
Hurry-up Button
Any flexible button can be customized as the Hurry-up button. This button can be used for 
Manual Queue Redirection, and will also indicate the status of the group’s queue using 
different light patterns, as described below.
Feature Guide References
1.2.2.5 Overflow Feature
1.18.2 Flexible Buttons
User Manual References
User Manual
1.8.2 Manual Queue RedirectionLight Pattern Calls in the Waiting Queue
Off No queued calls
Red on Calls are waiting in the queue
Rapid red flashingThe number of calls in the queue has exceeded 
the Queuing Hurry-up level (  Queuing Hurry-
up Level [629])
Sequence 02Queuing Time Table 01
OGM 01 is played.
Thank you for 
calling Panasonic. 
All of our agents are 
currently handling 
other calls. Please 
hold the line. We 
will answer your call 
shortly.Sequence 01
Music on Hold 
is played for 
30 seconds.Sequence 04The call is
redirected to
the overflow
destination.The call is 
answered 
by the 
overflow
destination. The call
enters
the queue.
The call is connected to an agent as 
soon as one becomes available.
OGM 03 is played.Sequence 03
We are sorry to 
keep you holding. 
All of our agents 
are still handling 
other calls. We 
are transferring 
you to the 
operator. 
						

							1.2 Receiving Group Features
34 Feature Guide
1.2.2.4 VIP Call
Description
Incoming call distribution (ICD) group can be assigned a priority, allowing calls in higher-priority 
groups (VIP calls) to be answered before calls in lower-priority groups.
To use VIP Call mode, it must first be enabled for at least one ICD group. Once it has been 
enabled, the priority of each group’s calls is determined by its group number (lower-numbered 
groups have higher priority) and this priority affects which calls get directed to agents first. 
When an extension belongs to more than one group and it becomes idle, the next call it 
receives will be from the group with the highest priority of the groups it belongs to.
VIP Call mode is only useful in situations where extensions belong to multiple ICD groups. Also 
note that when VIP Call mode is disabled for two or more groups, calls to these groups are 
distributed evenly in arrival order.
In the example below, the three extensions are members of ICD groups 1 through 4. VIP Call 
mode is enabled for groups 1 and 3. Because group 1 is a lower-numbered group than 3, its 
calls will be answered first. Group 3 calls will be answered next, and groups 2 and 4, which do 
not have VIP Call mode enabled, are treated as equals. Calls from these two groups will be 
answered in arrival order after calls received by groups 1 and 3 are answered. 
Conditions
Group Call Waiting (  1.2.2.2 Group Call Distribution) cannot be used simultaneously 
with VIP Call. Even if VIP Call mode is enabled, it will not function when group extensions 
Extn.
 101Extn.
 102Extn.
 103
Calls have been distributed by DIL/CLI distribution.
(The circled numbers indicate the arrival order of the calls. )
Calls have been distributed by DIL/CLI distribution.
(The circled numbers indicate the arrival order of the calls. )
1st
Priority
2nd
Priority3rd
Priority
1
6
ICD Group 1
(for VIPs)
3
5
ICD Group 2
(for general customers)
Distribution order:
From:  Group 1   Group 3     Groups 2 and 4
162437
3rd
Priority
58
4
2
ICD Group 3 
(for special 
customers)ICD Group 4 
(for general customers) 78 
						

							1.2 Receiving Group Features
Feature Guide 35
have turned on Call Waiting. Call Waiting must be turned off on all member extensions in 
order for VIP Call to function.
1.2.2.5 Overflow Feature
Description
When all agents in an incoming call distribution (ICD) group are handling calls, additional calls 
can be directed to a queue. When the queue is unable to accommodate additional calls (  
Queuing Call Capacity [628]), its calls can be handled by the Overflow feature. This feature can 
direct calls to an overflow destination. Overflow destinations can be assigned for each ICD 
group and each time mode.
[Available Destination]
The following can be used as overflow destinations.Overflow 
FeatureDescription Works When: Conditions
ICD Group 
OverflowRedirects calls to 
a different 
overflow 
destination 
depending on the 
reason for the 
overflow. A 
destination can 
be assigned for 
each time mode.a)There is no space in the 
queue.A destination must be 
assigned. (  
Destination When All 
Busy [627]) b)A Queuing Time Table is not 
assigned and there are no 
extensions logged-in.
c)An Overflow command is 
assigned to the Queuing 
Time Table.A destination must be 
assigned. (  
Destination for Overflow 
Time Expiration [625])
d)The Overflow time (Overflow 
time [626]) expires.
e)Manual Queue Redirection is 
performed. (Pressing the 
Hurr y-up button.)
Destination Availability
Wired Extension (PT/SLT) 
PS
ICD Group
PS Ring Group
VM Group (DTMF/DPT)
External Pager (TAFAS)
DISA
Analog Remote Maintenance
Idle Line Access no. + Phone no. 
						

							1.2 Receiving Group Features
36 Feature Guide
Conditions
If the Overflow time expires, and the overflow destination is unavailable:
The line is disconnected either when the caller has already heard an outgoing message 
(OGM) while waiting in a queue, or when the call reached an ICD group using Direct 
Inward System Access (DISA) (  1.15.6 Direct Inward System Access (DISA)).
Feature Guide References
1.2.2.3 Queuing Feature
1.2.2.6 Log-in/Log-out
Description
Members of an incoming call distribution (ICD) group can join (log-in) or leave (log-out) groups 
manually. Group members can log-in at the beginning of a work shift when they are ready to 
answer calls, and log-out at the end of the day.
Wrap-up
While logged-in, ICD group members can be allotted a specified amount of time after 
completing a call (Wrap-up time) during which new calls will not be received by their 
extensions, allowing them to finish any necessary paperwork before being eligible to receive 
new calls. When Wrap-up time expires, new calls can be received at their extensions.
Extension users can also customize a flexible button to be used as the Wrap-up button, which 
allows users to extend their Wrap-up time or make themselves temporarily unavailable (Not 
Ready). Pressing this button again will return a user to Ready status.
[Example of Log-in, Log-out, Wrap-up, Not Ready, Ready]CO Line Group Access no. + CO Line Group no. + 
Phone no.Destination Availability
Logged-outLogged-in
Ready ReadyReadyNot Ready
Extn.
 101
Extn.
 102
Extn.
 102Extn.
 103Extn.
 104
Wrap-up
Extn.
 105Extn.
 106
Incoming callIncoming callIncoming callReadyWaiting for call
Call
completedCall
arrives
Answering a call
Wrap-upFinishing paperwork
Not ReadyFinishing paperwork/
temporary breakWrap-up 
time expires
Wrap-up
button pressed Wrap-up
button pressed 
						

							1.2 Receiving Group Features
Feature Guide 37
Conditions
It is programmable whether the last remaining logged-in extension can log out.
Log-in/Log-out Button
Any flexible button can be customized as a Log-in/Log-out button. Three types of buttons 
can be programmed, as explained below.
If a Log-in/Log-out button and a G-DN button are created for the same group, the G-DN 
button will also indicate the Log-in/Log-out status of the group (  1.18.3 LED Indication).
Wrap-up Button
Any flexible button can be customized as the Wrap-up button. It shows the current status 
as follows:
Group Call Waiting cannot be used simultaneously with Wrap-up. This is because when 
an extension user completes a call with Call Waiting, the extension starts to ring 
immediately—the user is not given any Wrap-up time. Call Waiting must be turned off on 
each extension that wants to use Wrap-up feature.
When a portable station (PS) in Wireless XDP Parallel Mode completes a call, neither the 
PS nor its wired telephone can have Wrap-up time. (  1.20.3 Wireless XDP Parallel 
Mode)
Automatic Log-out
An extension may be logged-out from a group automatically after the preprogrammed Log-in/Log-out 
Button TypeUsage ProgrammingLight Pattern
Red on  Off
Group not 
specifiedLog-in/Log-out button 
is pressed, followed by 
the floating extension 
number or Group 
Directory Number (G-
DN) button of the 
desired group. Press 
 to log-in/log-out of 
all groups.A flexible button 
must be customized 
as the Log-in/Log-
out button.——
Group is 
specifiedLog-in/Log-out button 
is pressed. The 
preprogrammed group 
is logged-in to/logged-
out from.The desired group’s 
floating extension 
number must be 
programmed when 
creating the Log-in/
Log-out button.When 
logged-outWhen 
logged-in
All groups Log-in/Log-out button 
is pressed. All groups 
the user belongs to 
are logged-in to/
logged-out from. must be entered 
when creating the 
Log-in/Log-out 
button.When 
logged-outWhen 
logged-in
Light pattern Status
Slow red flashing Wrap-up
Red on Not Ready
Off Ready 
						

							1.2 Receiving Group Features
38 Feature Guide
number of calls go unanswered. This allows extensions to be logged-out automatically in 
the event users leave their desks and forget to log out.
The number of consecutive unanswered calls before Automatic Log-out is applied can be 
programmed for each ICD group. If an extension is a member of more than one ICD group, 
all calls unanswered by the extension are tallied. Once an extension has been 
automatically logged out, the user can log back in manually.
Automatic Log-out does not apply to extensions in an ICD group using Ring distribution. 
Log-in/Log-out Information on SMDR
Log-in/Log-out information can be logged by Station Message Detail Recording (SMDR). 
(  1.21.1 Station Message Detail Recording (SMDR))
Feature Guide References
1.18.2 Flexible Buttons
1.2.2.2 Group Call Distribution
User Manual References
User Manual
1.8.1 Log-in/Log-out, Wrap-up 
						

							1.3 Call Forwarding (FWD)/Do Not Disturb (DND) Features
Feature Guide 39
1.3 Call Forwarding (FWD)/Do Not Disturb 
(DND) Features
1.3.1 Call Forwarding (FWD)/Do Not Disturb (DND)
1.3.1.1 Call Forwarding (FWD)/Do Not Disturb (DND)—
OVERVIEW
Description
When an extension user cannot answer calls (on a call, out of the office, etc.), it is possible to 
forward or refuse the calls using the following features:
1)Call Forwarding (FWD)
2)Do Not Disturb (DND)
1.FWD
Extensions and incoming call distribution (ICD) groups can forward their incoming calls to 
preset destinations. (  1.3.1.2 Call Forwarding (FWD))
2.DND
An extension user can send the tone to let the caller know he or she is not available. (  
1.3.1.3 Do Not Disturb (DND))
Conditions
FWD and DND features apply to:
Intercom calls (including doorphone calls), and CO line calls (including a call from an 
extension that placed a CO line call on a consultation hold (  1.12.5 Consultation Hold).)
FWD/DND Button
Both the FWD and DND features for an extension can be customized on a single flexible 
button. 
Only one of these features can be active at a time.
Multiple types of FWD/DND buttons can be customized on an extension.
Group FWD Button
The FWD feature for an ICD group can be customized on a flexible button. Multiple types 
of Group FWD buttons can be customized on an extension.
[FWD/DND Button and Group FWD Button Types] 
Type Description
FWD/DND for 
ExtensionFWD/DND—Internal Works for incoming intercom calls
FWD/DND—External Works for incoming CO line calls
FWD/DND—Both Works for all incoming calls 
						

							1.3 Call Forwarding (FWD)/Do Not Disturb (DND) Features
40 Feature Guide
[Button Status—FWD/DND Button]
A FWD/DND button shows the current status as follows:
The status indicated by the on and flashing patterns can be changed through system 
programming.
[Button Status—Group FWD Button]
A Group FWD button shows the current status as follows:
[Mode Change]
When either the FWD or DND feature is assigned, pressing the FWD/DND button changes 
the on/off setting alternately. When both features are assigned simultaneously, pressing 
the button changes the settings as follows:
Note
Pressing the FWD/DND button (fixed button) in idle status will produce one of the 
following results, selected through system programming:
When in FWD/DND Setting Mode:
Pressing the button will enter personal programming mode for the FWD/DND setting.
When in FWD/DND Cycle Switch Mode:
Pressing the button will cycle the settings as shown above in [Mode Change].
A FWD/DND button customized on a flexible button is always in FWD/DND Cycle 
Switch mode, and the mode cannot be changed.
When intercom calls are set to be handled differently from CO line calls (forwarding type, 
forward destination, DND on/off), we recommend establishing separate buttons for both 
FWD/DND—Internal and FWD/DND—External, and/or Group FWD—Internal and Group 
FWD—External, because:
a)the light patterns of the FWD/DND—Both button (including FWD/DND button [fixed 
button]) and the Group FWD—Both button will indicate the setting for either CO line  FWD for ICD 
GroupGroup FWD—Internal Works for incoming intercom calls
Group FWD—External Works for incoming CO line calls
Group FWD—Both Works for all incoming calls
Light Pattern Status (default)
Red on DND on
Slow red flashing FWD on
Off FWD/DND off
Light Pattern Status (default)
Slow red flashing FWD on
Off FWD offType Description
FWDDNDOff