Nortel Networks 6.1 manual Setting the distribution mode

Programming Hunt Groups / 175

Setting the distribution mode

There are three modes of call distribution:

•Broadcast—rings each telephone in the group simultaneously. Calls are handled one at a time. Subsequent calls are queued. As soon as a call is picked up, the call next in the queue is presented to the Hunt Group without having to wait for queue time-out.

In Broadcast mode, a single incoming call rings simultaneously at all the telephones in a group. This way, all receptionists in the group can share the load of answering large volumes of calls. All telephones automatically display the calling line identification (CLID), if available. A familiar example is a fund-raising campaign where a group of operators are waiting to take each call as it comes in.

•Sequential—starts the call at the first telephone in the Hunt Group and distribution is complete when the first idle telephone has been found. Simultaneous calls can be presented. Distribution is order based.

In Sequential mode, you can program your top salesperson to be the first member of the group to receive incoming calls.

•Rotary—the call starts at the telephone after the one which answered the last call. Distribution is complete when the next idle telephone has been found. Simultaneous calls can be presented. Distribution is order based.

In Rotary mode, you can ensure that all your helpline people are receiving calls on an equal basis, rather than one person receiving the majority of calls. The call rings at one set at a time in a round robin fashion.

If a Hunt Group has available members but nobody answers the call, the call is rerouted through the list until someone answers the call. If all lines are busy, the call is routed according to whatever has been set for the busy line setting. Refer to ‘Programming busy line setting’ on pa ge176.

1.At Hunt groups, press ≠. The display shows Show group.

2.Enter the Hunt Group number you want to program (1-6) or press ‘to scroll through the groups.

3.Press ≠. The display shows Member DNs:.

4.Press ‘until the display shows Mode.

P0603544 02 Compact ICS 6.1 System Coordinator Guide