![]() |
UNIT 4: PROGRAMMING - LESSON 3: SYSTEM PROGRAMMING BY PC
Once a call is routed into an ICD group, a variety of treatment options become available to customize its handling. A Queuing Time Table can be used to apply a sequence of events to calls waiting in queue. These events include playing a prerecorded Outgoing Message (to inform the caller of their status in the queue), playing music on hold or overflowing to another extension, voice mailbox or ICD group. Click here to see how to setup the ICD group Now the Queuing Time Table can be customized by applying a sequence of events to the table. There are 6 command types that can be used within the timetable as described below.
The following example shows a typical timetable for an ICD group.
In addition to handling calls when all members are busy, each ICD group has an Overflow No Answer Time and Destination field. Calls received by an ICD group which are not answered within a designated period of time, are redirected to the Overflow No Answer Destination. This treatment applies to all calls entering the group and will override what is entered in the Queuing Time Table. To prevent the Queuing Time Table from being overridden, the Overflow No Answer Time should be set for a longer duration than the total Queuing Time Table length. As you can see, using ICD groups to route incoming calls provides tremendous flexibility. Their overflow destinations allow calls to be routed to extensions, other ICD groups, or Voice Mail. While it is not possible to cover all the parameters available within the ICD group programming menu, the following example shows the description and purpose of the various fields available. Click here to see an example of the ICD group programming menu |
||||||||||||||
|