Installation and Reference Manual
Configuring PBX functionality
132
Installation and Reference Manual v3.2/0410/6
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Calls will pass to voicemail after the time entered in the Max No Answer Time before voicemail field.
Please refer to the Voicemail for a Department section from page 209 for further details.
Using an Alternate Distribution Group 2
If the members of the Alternative Distribution Group are unavailable to take a call it can then pass to the
Alternate Distribution Group 2. The Max Ring Time Before Alternate Distribution 2 field determines how
long the call will ring round the Alternate Distribution Group without being answered before being
passed to the Alternate Distribution Group 2. The Alternate Distribution Mode 2 will determine how the
calls will be presented to the Alternate Distribution Group 2.
1
In Manager select Departments
2
A list of the current Departments are displayed
3
Select the Department required
4
Select the Distribution page
5
Select the Alternate Distribution Skip On No Targets check box if a call is to be presented
immediately to the Alternate Distribution Group 2 when all members of the Alternate Distribution
Group are busy. Only used with the Rotary and Sequential Alternate Distribution modes.
6
Select Alternate Distribution Group 2 field
7
From the Select Group list select the
Group required and this Group will be
displayed in the Alternate Distribution
Group 2 field
8
From the Alternate Distribution Mode 2
list box select the method to be used to
distribute the calls:
a
All – all members of the Group are presented with the call simultaneously. This mode will
allow you to reject a call (using a PCS) without it coming back a few seconds later.
b
Rotary – the call will be presented to the member of the Group with the highest Order
number, then to the User with the next highest number and so on.
c
Sequential – same as Rotary however subsequent calls will presented to the next User in the
Group after the User who was last presented with a call.
d
Manual – this option will allow third party call centre applications to control when calls will be
presented to an agent.
9
Select the Telephony page, in the Max
Ring Time before Alternate Distribution 2
field enter the number of seconds to
elapse before the unanswered call is
presented to the Alternate Distribution
Group 2.
Please note:
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If the Alternate Distribution Group Mode is set to All this will be the amount of time the call
will ring on all extensions simultaneously before being passed to the Alternate Distribution
Group 2.
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If the Alternate Distribution Group Mode is set to Rotary or Sequential this will be the amount
of time the call will ring round the Group before being passed to the Alternate Distribution
Group 2. Therefore if the Group contains two members, the No Answer Time is set to 10