AT&T AT&T manual Incoming Business Communications, Did, Pdc

Incoming Business Communications
Successful call termination is the key				to	capturing	all incoming communications associated
with	revenue issues,	client inquiries,	decision data,			etc. Call termination involves identifying
the	called party and	routing the call	to	a	primary	or secondary answering position. System
25 provides powerful		tools for both call		screening and call termination.

●Attendant Consoles allow one or two attendants to answer, screen, and steer incoming calls using either Direct Trunk or Switched Loop operation. With attendant operation, incoming calls can be screened and forwarded to the appropriate party for resolution, messages taken for absent clients, or forwarded to alternate locations. Calls may arrive over any of the network facilities described in later sections of these notes.

●Direct Inward Dialing allows incoming callers to reach specific individuals or

facilities without attendant assistance. This allows			specific numbers		to	be advertised
for direct customer access to brokers, emergency services, etc. over					a	shared pool of
DID	trunks.
● Direct	Group	Calling (DGC) allows incoming calls	to be directed	to	a	specific group
of stations.		Calls to a DGC group hunt for an	idle station in	a	circular manner,

starting at the station following the last one called. If all group members are busy, calls are queued and can be sent to a delay announcement. A DGC group can

terminate	calls to		sales, services, computer,	announcement,	etc.	over either ordinary
CO trunks	or	DID	trunks.
● Personal Lines		provide dedicated outside lines		for multiline	voice	terminal users and

are accessed via a dedicated button for both incoming and outgoing service. Up to sixteen terminals may share a Personal Line with up to four parties simultaneously off-hook. A personal line provides direct access to brokers, emergency service, etc. over a dedicated loop start or ground start trunk.

Frequently, the called party is not available to handle an incoming call. System 25 provides a number of methods for redirecting incoming calls to alternate resources.

●Call Following allows users who are away from their phone to receive calls at another phone. Users may login their Personal Dial Code (PDC) at any other System 25 voice terminal and receive their calls at that terminal. This feature supports

roving personnel and shared office space for company staff.

● Call	Coverage allows calls that are not answered	within	a	specified	number	of rings
to	be redirected to an individual covering station	and/or	a	group of	covering	stations.

This is especially useful for Boss-Secretary arrangements, staff backup, and message service. This feature is versatile enough to permit suitable alternate answering arrangements for virtually every level of employee. Special features, such as the Send All Calls feature, which routes a user’s calls directly to covering station(s),

accommodate the

day-to-day variations that occur

in an employee’s work schedule.

● Station

Hunting

provides automatic

redirection of

incoming calls to

an

idle

member

of

a hunt

group

when the

called party is busy.

l Call

Pickup

allows

a

user

to answer a call ringing at another

terminal.

Directed Call

Pickup allows a user to answer a call ringing

at any terminal by dialing the call

pickup

code and

the

PDC

of the

ringing station.

Group Call

Pickup

permits

calls to

any other terminal in the call pickup group to be answered by dialing the group call pickup code. With Call Pickup, users do not have to leave their phone to answer other’s calls. This feature is especially useful for local coverage in group offices not

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