9.1.6 ICD Group
[632] Maximum Number of Agents
Feature Manual References
9.1.6ICD Group
9.1.6ICD Group Features—Queuing
Description
When a preprogrammed number of extensions in an incoming call distribution group are busy, additional incoming calls can wait in a queue. The number of calls which can wait in the queue is programmable. While calls are waiting in the queue, the calls are handled by the Queuing Time Table, which can be assigned for each time mode (day/lunch/break/night) (→ 17.1.5 Time Service). This PBX supports a specified number of Queuing Time Tables which each have a specified number of sequences (specific commands which are performed when a caller enters a queue). The following commands can be assigned to each sequence when making a Queuing Time Table:
[Command Table]
Command
OGM xx
Wait
Sequence c
Overflow
Disconnect
None
(No command)
Description
An outgoing message is sent to the caller. "xx" applies to the OGM number.
The caller waits for the specified time while hearing a ringback tone or Music on Hold.
Redirects to sequence c. "c" applies to the sequence number.
Redirects to the overflow destination.
Disconnects the line.
Redirects to the next sequence.
Condition
After the OGM, Music on Hold will be sent and the next event in the sequence will be activated.
If an OGM has not been sent to the caller, the caller hears a ringback tone.
If an OGM has been sent to the caller, the caller hears Music on Hold.
None
None
None
If assigned as sequence 01, the Queuing Time Table will not be activated.
[Programming Example of Queuing Time Table]
Queuing TimeTable No. |
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Sequence 01 |
| Sequence 02 |
| Sequence 03 |
| Sequence 04 |
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01 |
| OGM 01 |
| Wait 30 s |
| OGM 03 |
| Overflow |
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02*2 |
| OGM 02 |
| Wait 30 s |
| OGM 04 |
| None |
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03 |
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Document Version | Feature Manual |
153
