1.2 Receiving Group Features
Feature Guide 37
Conditions
• If the Overflow time expires, and the overflow destination is unavailable:
The line is disconnected either when the caller has already heard an outgoing message (OGM) while
waiting in a queue, or when the call reached an ICD group using Direct Inward System Access (DISA)
(→ 1.15.6 Direct Inward System Access (DISA)).
Feature Guide References
1.2.2.3 Queuing Feature
1.2.2.6 Log-in/Log-out
Description
Members of an incoming call distribution (ICD) group can join (log-in) or leave (log-out) groups manually.
Group members can log-in at the beginning of a work shift when they are ready to answer calls, and log-out
at the end of the day.
Wrap-up
While logged-in, ICD group members can be allotted a specified amount of time after completing a call
(Wrap-up time) during which new calls will not be received by their extensions, allowing them to finish any
necessary paperwork before being eligible to receive new calls. When Wrap-up time expires, new calls can
be received at their extensions.
Extension users can also customize a flexible button to be used as the Wrap-up button, which allows users
to extend their Wrap-up time or make themselves temporarily unavailable (Not Ready). Pressing this button
again will return a user to Ready status.
[Example of Log-in, Log-out, Wrap-up, Not Ready, Ready]
Idle Line Access no. + Phone no.
CO Line Group Access no. + CO Line Group no. +
Phone no.
Destination Availability
Logged-out
Logged-in
Ready ReadyReady
Not Ready
Extn.
101
Extn.
102
Extn.
102
Extn.
103
Extn.
104
Wrap-up
Extn.
105
Extn.
106
Incoming call Incoming call Incoming call
Ready
Waiting for call
Call
completed
Call
arrives
Answering a call
Wrap-up
Finishing paperwork
Not Ready
Finishing paperwork/
temporary break
Wrap-up
time expires
Wrap-up
button pressed
Wrap-up
button pressed
To Next Page
Loading...
