Matrix ETERNITY NE - Department Call; Internal Calls; External Calls

Matrix ETERNITY NE System Manual 521
Department Call
What's this?
Department Call enables you to group together extensions of a particular department so that callers can reach
anyone in the department by dialing a common access code assigned to the department.
Calls made to such groups of extensions are called Department Calls and the access code used to make
department calls is called Department Number.
This feature is useful in situations where any member of a department may interact with callers, as for instance in a
information counter, a customer care cell, a technical support team, etc.
Callers can also reach individual extensions in a Department group by dialing the extension number.
ETERNITY NE supports the formation of 5 Department groups. The member extensions of a department group
may be single line telephones (SLT), digital key phones (DKP) and SIP extensions.
Each Department Group can also be assigned a mailbox for voice mail, which any member extension can access.
Each Department Group can forward its calls to an extension or to its voice mail, or to another Department Group.
How it works
Extensions A, B, C, D are grouped as a Department with the access code 391.
Internal Calls
• Extension E dials 391 to call the Department.
• The system checks E's Class of Service for the Department Call feature.
• The feature is enabled. The system checks if Rotation is enabled for the extensions in the Department.
• If the Rotation flag is enabled. The system lands the call on the extension which is set to ring first.
• Extension A, configured as the first landing destination rings for the duration of the Ring Timer
(configurable; default: 15 seconds).
• A answers the call. Speech established between A and E.
• If A does not answer, the system hunts for the next extension in the group to land the call, B.
• B starts ringing for the duration of the Ring Timer.
• If Continuous Ring is enabled on A, A will continue to ring even as B is ringing.
• If B does not answer the call at the end of the timer, the system hunts for the next extension, C.
• If B has Continuous Ring enabled, B will continue to ring even as C is ringing.
• If the call is not answered even after hunting the last extension, the system will loop back and start from
the first extension once again.
External Calls
Department Calls can be made using Direct Inward Dialing (DID). For example, a company may use DID to have
callers who want information only to dial the Information Department instead of waiting for the Operator.
• An external caller places a call to Department 391 using DID.