DigiTech C0408 system manual DESIGNATtIK?d&AMMABLE, Dial 0 for System Al-l-ENDANT

lMl66-083 Description Of System Feat.

Other Calls: This is a summation of the time spent on outgoing call activity, incoming call activity on non-department lines, plus all intercom call activity.

On-Duty Time: The on-duty time includes a summation of idle time, department call time, wrap-up time, and other call time.

Off-Duty Time: The time that a station spent in a do not disturb mode. While in a do-notdisturb condition, a station is not available tc receive calls. The station user sets a do-not-disturb mode by pressing DND and repeats the procedure to clear the do not disturb mode. UnansweredCalls: Total number of calls that went unanswered at a department.

Calls Answered After 36 Seconds: Total number of calls that waited at least 36 seconds (approximately six rings from the CO) before being answered.

Calls Handled By Overflow Station: Total number of calls that were answered and transferred by the overflow station and then answered and serviced by another station. Calls Terminated At Overflow Station: Total number of calls that were received by the overflow station and were either answered but not transferred or were dropped by the caller before being answered.

Also refer to the discussion titled: Direct Department Calling with Departments Call Distribution (DCD).

DESIGNAT;;tIK?d&AMMABLE

Station programmable buttons can be assigned to provide one-button access to a broad range of features. There are designated buttons that must be assigned at each station using station class of service programming but the auto rediai button and response message button are designated programmable buttons that can assigned by the station user.

DIAL 0 FOR SYSTEM Al-l-ENDANT

The system attendant station (station 10) is signalled whenever the digit 0 is dialed on the intercom line.

DIRECT DEPARTMENT CALLING WITH DEPARTMENTAL CALL DISTRIBUTION (DCD)

Direct department calling has been enhanced wtth departmental call distribution (DCD) and provides a means by which outside lines can be assigned to one of four different departments. Calls received on department lines and calls that are transferred to a department from within the system search for an idle station in that department. Department calls are distributed evenly throughout the department stations

for answering with individual stations having the ability to be taken out of service as necessary. Calls received on department lines and calls that are transferred to a department from within the system are placed in a queue for servicing. New calls, transferred calls, and held calls are all assigned a time stamp by the system so that they will be serviced in the order of their arrival.

Up to four departments can be formed with up to 16 stations (plus one overflow station) allowed in each one. A station can be assigned to more than one department, if desired. Since a station can be assigned to more than one department, the attendant station can be added to serve as the overflow station for all departments if desired. Separate pilot numbers (extension numbers) can be assigned to each department to be used for making intercom calls or doing call transfers to the department.

The direct department calling feature requires that lines and stations be assigned to a department. It does not require that department lines be assigned to to appear at buttons on department stations. If direct line appearance of a particular department line to a particular department station is required, it can be assigned. If this assignment is made, ensure that neither direct nor delayed ringing is enabled for that line at that station.

An incoming call searches for the first station available to answer a call. lf all stations in a department are busy or are ring no-answer (RNA), the call will go to the overflow station in that department (if one has been programmed). lf there is no overflow station programmed, the call continues to try the department stations until tt is answered or dropped by the caller. The caller continues to receive ringback tone until the, call is answered. The overflow station can service the call or transfer it back to the department using the department pilot number. When the call is transferred back to the department by an overflow station, it will not return to the overflow station until that station is idle and has no ringing calls either new or transferred. instead, the call will campon at the department and walt for a station to become idle. The caller will receive music while on hold if the system is so equipped. To provide reassurance to the caller during ringing it is recommended that a music source be connected to the system. The call will remain in a held state until it is answered or until the department transfer recall timeout period has ended. When the recall timeout period has ended, the call will return to the transferring station.

Intercom calls that are made to the department will test the department stations for busy or a RNA If all stations are busy, a busy tone is returned to the caller. Intercom calls will not camp-on at the department but will go to the overflow station.