1. Incoming Call Distribution Group
KX-NS1000 Version 2
Incoming Call Distribution Group

2. Introduction
An incoming call distribution group (ICD Group) is a group of extensions programmed through system programming.
This feature may be used as an effective “Contact-Centre (Call-Centre)” solution, where a team of agents are used to field a stream of incoming customer calls.
Users can handle incoming calls efficiently, avoiding lost business chances.
NS1000 provides various features for optimizing call handling methods to adapt to user requirements as follow.
Various Call delivery methods
Queuing
Log in/out by Extension
VIP Call
Wrap up
Supervisor Function
Over flow
etc.
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3. Table of Contents Chapter 1) Overview 4) Overview 5) Overview
1-1 Introduction
1-2 ICD Group Call – General Flow
1-3 Features
1-4 Capacity
4-1 Supervisor Features overview
4-2 ICD Group Status Monitor
4-3 Extension Status Monitor / Control
5) Overview
2) Basic Features
5-1 Main Settings
5-2 Group Member Settings
5-3 Overflow Queuing Busy
5-4 Overflow No Answer
5-5 Queuing Time Table
(Group Setting)
5-6 Miscellaneous (Group Setting)
5-7 Group Log / Group FWD
5-8 Queuing Time Table
(Sequence Setting)
5-9 Miscellaneous Settings
5-10 DISA AA Destination Settings
2-1 Incoming Call Distribution Method
2-2 Queuing
2-3 Overflow
2-4 Redirection
2-5 VIP Call
3) ICD Group Extension Features
3-1 Log-in / Log-out
3-2 Wrap-up
3-3 Network ICD Group 3

4. Chapter 1
Overview

5. 1-1 Introduction What is ICD Group ?
Provides basic Call Centre solutions without requiring additional applications.
ICD Group function overview
Incoming Calls
Customer
Answered by Agents
Deliver Call
Send message
Record
Supervisor
ICD Group
ICD Group feature may be used as effective “Contact-Centre (Call-Centre)” solution, where a team of agents are used to field a stream of incoming customer calls.
An ICD Group is a group of extensions programmed through system programming.
An ICD Group receives calls directed to that group.
If all ICD group members are busy, incoming calls may be placed in a queue. As group members become available, queued calls are automatically directed to free agents.
The status and performance of a specific group may be monitored by an ICD-Group Supervisor.
With standard systems, basic Call Centres can be established with the following features:
Delivers calls to agents in various ways.
Answers calls when all agents are busy, and plays company greetings, etc.
Records customer messages when there are no available agents in the group.
Records agent’s response to improve work performance and cover legal requirements.
Supervisors can monitor agents and the incoming call status.

6. 1-2 ICD Group Call – General Flow
General Call Flow
The following diagram shows the general call flow of ICD-G call handling.
Incoming
Calls 1 2 3 N 6 5 4 3 2 1
Step2
Step1
ICD-Group Extensions
Step3
Step1: Calls are distributed. ( Call ) 3 2 1
Step2: Calls are waiting in a queue (FIFO *). ( Call ) 6 5 4
(17) When an incoming call comes in to the ICD Group, the call will be delivered to available extensions.
(26）If the next incoming call comes in to the ICD Group when all agents are busy, the call is queued in a waiting queue.
While the call is in the waiting queue, the caller can listen to the waiting message.
(last）When waiting calls exceed the queuing capacity, next incoming call will be handled as Overflow call.
Step3: Overflow (redirect, Busy on Busy) when the waiting queue is full . ( Call ) N
(*) FIFO : First In First Out controlled queuing. The first arrived call is handled first.

7. 1-3 Features Function Overview Call distribution method UCD
Calls are distributed evenly to a different extension each time a call is
received.
Priority Hunting
An idle extension is searched for in the specified order, always starting
from the same location.
Ring
All extensions in the ICD group ring simultaneously.
Queuing (Waiting Call)
Waiting Call Queue for each ICD-Group.
Overflow
Transfers calls to the overflow position.
Busy on Busy
When waiting calls exceed the waiting queue capacity, they may be redirected to a preprogrammed destination.
Redirection
No Answer
Redirects the incoming calls to other available extensions, if the extension who should have received the call could not answer.
Manual
Redirects the waiting calls to the overflow position by pressing Hurry up Key.
VIP Call
Users can set the call handling priority by ICD-Group base
ICD-Group
Member status
Control
Log-IN/OUT
Can set their own status as Log In or Log Out.
Wrap-up
Refusing calls for a certain period after completing the previous call.
Supervisor Function
Can monitor and control each member’s status within the ICD group
using a 6-line display PT.
Network ICD Group
ICD-Group function for outside phones such as cell phones

8. 1-4 Capacity Item Max Capacity Note ICD-Group Group 128 groups
One Extension can belong to multiple ICD Groups.
Member Extension
128 extensions
Number of Queuing calls
30 calls
Number of Queuing table
128 tables
Max number of call logging
100 calls
No answered call will be logged
Number of Sequence for Time table
16 sequence
OGM Message number 64
OGM Message also will be used for DISA

9. This Chapter is now complete. Go to Next Chapter.9

10. Chapter 2
Basic Features 10

11. 2-1 Incoming Call Distribution Method (1)
Incoming calls are distributed using one of the following methods.
Ring : All ICD Group members (Agents) phones ring simultaneously.
All Ring simultaneously
DIL/DDI
ICD-G 601
ICD-G number = 601
(Floating extension number)
201
202
206
208
Agents
Priority Hunting : An idle extension is called in Group order Priority.
1st
2nd
3rd
4th
DIL/DDI
ICD-G 601
(10)By system programming, an incoming call can be directed to an ICD-Group.
Different Agents can be Members of different ICD-Groups, or even multiple ICD-Groups.
(27）The way in which an incoming call is notified to the group can be done in several ways.
1st Priority
201
202
206
208
Agents
If 201 is Busy or does not answer, then 202 is called etc.

12. 2-1 Incoming Call Distribution Method (2)
Incoming calls are distributed using one of the following methods.
UCD : Uniform Call Distribution
Calls are distributed to a different extension every time.
Distributed sequentially to the next
extension on the member list.
DIL/DDI
ICD-G 601
201
202
206
208
Agents

13. 2-2 Queuing For when all ICD group members are busy.
If all ICD-G members are busy, then incoming calls can be placed in a queue.
The caller can hear a message or Music on Hold to let them know that their
call is queued and will be answered shortly.
DIL/DDI
ICD-G 601
All Busy
ICD-G 01-Queue
The call
Queues.
201
202
206
208
　　　　　　　　　　　　　　　　　　　　Queuing Time table 01
Sequence 01
OGM 01 is sent.
Thank you for calling Panasonic.
The department you
Are calling is busy.
Please hold the line.
We will answer your
Call shortly
Sequence 02
Music on hold is
Sent for 30 seconds.
Sequence 03
OGM 03 is sent.
We are sorry to keep you holding.
The department is still busy. We are transferring you to the operator.
Sequence 04
Redirects to the
Overflow destination.
Overflow
destination
answers.
NB : If no Seq.1,
then calls is not
Queued
The call is connected to the member Extension as soon as the extension becomes available.

14. 2-3 Overflow (1) Intercept Routing – Overflow in an ICD Group
When waiting calls exceed the waiting queue capacity, they may be redirected to a preprogrammed destination.
Intercept Routing—Overflow in an ICD Group works in one of following conditions:
a. There is no space in the waiting queue.
b. The Queuing Time Table is not assigned and there are no extensions logged in.
c. An Overflow command is assigned to the Queuing Time Table.
d. The Overflow time expires.
e. Manual Queue Redirection is performed.
Incoming
Calls 1 2 6 5 4 3 2 1 3 N
Intercept Routing
ICD-Group Extensions
* If a trunk call arrives through the LCOT card, a busy tone will not be sent to the caller.

15. 2-3 Overflow (2) Busy on Busy (Maximum Agents)
It is possible to limit the maximum number of Group Members who can be on-call simultaneously.
For example, A shop has 4 assistants, but 2 are needed to deal with customers directly and are not available to take calls.
Busy members = 2
DIL/DDI
ICD-G 601
ICD-G 601
Queue
201
202
206
208
Agents
If a 3rd call arrives, the call can be queued or the caller will hear busy-tone.

16. 2-4 Redirection (1) Extension No Answer Redirection
When using Priority or UCD Distribution, if the target extension does not answer the call within a programmed time limit, the call is redirected to the next Group Member.
DIL/DDI
ICD-G 601
20s
20s
206
201 (N/A)
202 (N/A)
Agents
It is possible to set through system programming how long an extension will ring for
before the call is re-directed to the group member in the ICD-G Member list.

17. 2-4 Redirection (2) Manual Redirection (with “Hurry-up Key”)
When the number of waiting calls reaches the pre-programmed level (number), the ‘Hurry-up’ key on the Agent’s PT will flash ‘Red’.
The Agent can then redirect the call to the pre-programmed destination.
DIL/DDI
ICD-G 601
ICD-G 601
Queue
1. Manual
Operation
201
202
206
2. Redirect
Agents

18. 2-5 VIP Call Priority to calls queuing in the ICD Groups
It is possible to assign a priority to calls queuing in the ICD Groups.
If an extension belongs to multiple groups and the extension becomes idle, calls queuing in the groups will be distributed to the extension in priority order.
A Call Centre example
Calls have been distributed by DIL/DID/DDI/CLI.
(The number in the circle is the queuing order.)
VIP Call Mode;
Enable
VIP Call Mode;
Disable
VIP Call Mode;
Enable
VIP Call Mode;
Disable
ICD-G 1
ICD-G 2
ICD-G 3
ICD-G 4
Ext.101
Ext.102
Ext.103
For Premium customer 6 1 5 3 4 2 8 7
Waiting
Queue
For General customer
For Special customer
For General customer
(last) When an extension becomes available, the PBX seeks the waiting call to be delivered from high priority queuing table.
ICD Group 1 and 3 have high priority in this case. So Call 1 and 6 will be delivered at first, then 2 and 4 will be delivered next.
3rd. priority
1st. priority
3rd. priority
2nd. priority 1 6 2 4 3 7 5 8
Distribution Order
Group 1
Group 3
Group 2 and 4
Ext.101, 102, 103 belong to ICD Group 1, 2, 3, 4.

19. This Chapter is now complete. Go to Next Chapter.19

20. ICD Group Extension Features
Chapter 3
ICD Group Extension Features 20

21. 3-1 Log-in / Log-out
To receive incoming calls, members must log-in to the ICD Group.
Members of an ICD Group can join (Log-in) or leave (Log-out) the group manually.
ICD-G 1 Sales
ICD-G 2 Support
201
Logout
Goes Home, Leaves the group temporarily, etc.
202
Login
Starts receiving calls.
208
Login
208
Logout
203
Can belong to multiple groups.
Members can join or leave the group by pressing the Log-in/out key (FF Key)
on their PTs.
Login or Logout dynamically changes the number of agents available to handle calls within a group.
This can be helpful when managing or supervising groups.
Staff from a group which is not busy can be logged-out of their ‘usual’ group and logged-in to a group which needs their help.
LED on Log-in/out key indicates : Red On = Log-out / Off = Log-in
A member extension may be logged out automatically, if the Unanswered time expires a preprogrammed number of times consecutively.

22. 3-2 Wrap-up
Refusing calls for a certain period after completing the previous call
While logged in, a member extension can have a preprogrammed time period (Wrap-up Timer) automatically set for refusing calls after completing the previous call. * The Wrap-Up Timer can be set per Agent.
While the Wrap-up timer is active, calls will not be sent to the extension.
Wrap up status control diagram
Ready
Waiting for a call
The Wrap-up time
expires.
Completing
a call
Wrap-up
Making a report
Press the Wrap-up
button
1. Automatic Wrap-up
2. Press the Wrap-up
button
Press the Wrap-up
button
Not Ready
(10)Many companies use databases or sophisticated CRM software to keep track of customer calls.
The Wrap-up feature allows the agent to enter data into such systems without being distracted by the next call.
(30)The system can be programmed to automatically allow a set time for ‘wrapping-up’ the previous call,
or an Agent can press a ‘Not-Ready’ button to signal that they are not ready to receive the next call
and are still completing the report for the previous call.
Members can change the Wrap-up status by pressing the Wrap-up key (FF key) on their PTs.
LED on Wrap-up key indicates: Slow Red Flashing = Wrap-up
Red On = Not Ready
Off = Ready (Wrap-up mode cancelled)

23. 3-3 Network ICD Group For Outside Phones (Cell Phones)
Combing PS and Call Forward functions, outside phones (usually cell phones) can join ICD Group.
The member can answer ICD group calls from outside phones.
To use an outside phone as a member of the ICD Group.
Assign Virtual PSs as member extensions of the ICD Group
Set the virtual PS forwarding destination to the outside phone.
ICD-Group Extensions
In this way, flexible call groups can be created.
This feature is called Network ICD Group. PT PT
V-PS1
V-PS2
Set C-FWD to outside phones.

24. This Chapter is now complete. Go to Next Chapter.24

25. Chapter 4
Supervisor Features 25

26. Supervisor LCD Display (with DSS button light)
4-1 Supervisor Features overview
Overview
An extension pre-programmed as a Supervisor can monitor and control each member’s status within the ICD group using a 6-line display PT.
The following shows the status list which the supervisor can monitor.
ICD-Group Status
- Current Queue Status
- Historic Queue Status (log)
Supervisor LCD Display
(6-Line PT is required.)
Incoming
Call Queue
Monitor
Extension
Status Monitor
(with DSS button light)
ICD-Group Extension Status
- Log-in/Log-out status of each agent
Using this feature, the supervisor extension can display a lot of groups and agents information.
The Supervisor extension can be set individually for each Group.

27. <Incoming Call Queue Monitor Display>
4-2 ICD Group Status Monitor
Incoming Call Queue Monitor
The Supervisor extension can monitor the current ICD Group status.
The number of queuing calls
The longest queuing time
The supervisor extension can confirm the history of queued call.
Total number of incoming call
Total number of overflowed call
Total number of lost calls
Average queuing time
<Incoming Call Queue Monitor Display>
Accumulation value data (total incoming calls, total overflowed calls, lost calls, average queuing time) can be cleared manually.

28. 4-3 Extension Status Monitor / Control
Log-in / Log-out Monitor and Remote Control
The supervisor extension can monitor the log-in/log-out status of the incoming call distribution group members through the corresponding DSS button light.
Status
LED pattern
Log-IN (Ready)
Green ON
Log –IN (Not Ready)
Slow Green Flashing
Log-OUT
Red
Not in ICD-Group
OFF
with
The supervisor extension can change the status of the members by pressing the corresponding DSS button.
The supervisor can use other features on the extension (making calls, pressing the MESSAGE button, etc.) even while in monitor mode.
When each operation is finished, the supervisor’s telephone returns to the queue monitor display.
Status
LED pattern
Log-IN (Ready)
Green ON
Log –IN (Not Ready)
Slow Green Flashing
Log-OUT
Red
Status
LED pattern
Log-out
Red ON
Log –IN (Ready)
Green ON

29. This Chapter is now complete. Go to Next Chapter.29

30. Chapter 5
How to Program 30

31. 5-1 Main Settings Floating Extension Number, Distribution Method, etc.
Setup -> PBX Configuration -> Group Settings
FWD Mode, DND Mode
“Main” Tab
Floating Extension Number
Floating extension number can be
assigned as DIL/DID destination.
Distribution Method
Call Waiting Distribution
Tenant Number
COS
(5-15)An ICD group has a floating extension number, which can be assigned as the destination for redirected calls and incoming calls.
(17）Distribution Method
- Select the Distribution Method ; Ring, UCD, Priority Hunting.
(29）Call Waiting Distribution
- Select the Call Waiting Ring Type.
(41)FWD Mode, DND mode
- Select the Call distribution method on Busy extension ; Ring, No Ring
(53)Tenant Number
- The tenant number is required to determine the time mode.
（last）Depend on COS ; - Calls from certain extensions can be blocked Calls are forwarded or overflowed to a trunk treated by the TRS/Barring of COS.

32. 5-2 Group Member Settings
Assign extension numbers to each ICD group.
Setup -> PBX Configuration -> Group Settings
2. Click “Member List”.
1. Select an ICD group to be
configured.
Member List screen
You can select the ICD Group
to be configured.
Enter the extension numbers.
Specify the delayed ringing setting.
* Immediate / 1–6 Rings / No Ring

33. 5-3 Overflow Queuing Busy
For when waiting calls exceed the waiting queue capacity.
Setup -> PBX Configuration -> Group Settings
“Overflow Queuing Busy” Tab
Queuing Busy Destination (for each time mode)
- The overflow destination of calls that cannot be queued.
Queuing Busy Queue Call Capacity
- The number of calls that can wait in a queue. / None, 1-30
(3) When waiting calls exceed the waiting queue capacity, they may be redirected to a preprogrammed destination or a busy tone may be sent to the callers.

34. 5-4 Overflow No Answer For when the Overflow time expires.
Setup -> PBX Configuration -> Group Settings
“Overflow No Answer” Tab
Hurry-up Level
Time out & Manual Queue Redirection Destination (for each time mode)
Time out & Manual Queue Redirection Overflow Time
(3) Overflow Destination, Queuing Call Capacity, Hurry-up Level, etc. for Overflow No Answer can be set.
(17）Time out & Manual Queue Redirection Destination (for each time mode)
- The overflow destination of queued calls when they are not answered or are redirected
by Manual Queue Redirection
(34）Time out & Manual Queue Redirection Overflow Time
- The length of time calls wait in a queue before they are redirected to the overflow destination.
(last）Hurry-up Level
- The number of calls to hold in the queue before prompting Manual Queue Redirection
by flashing the Hurry-up button./ None, 1-30

35. 5-5 Queuing Time Table (Group Setting)
The queuing calls are handled by the Queuing Time Table.
Setup -> PBX Configuration -> Group Settings
“Queuing Time Table” Tab
Queuing Time Table
(for each ICD group and each time mode)
- The Queuing Time Table to be used.
* The actual sequences in the Queuing Time Table is
determined in “3.5.2 Queuing Time Table”.
Queuing Time Table when
Extension Ringing
- Enable or Disable
While calls are waiting in the queue, the calls are handled by the Queuing Time Table.
A Queuing Time Table can contain up to 16 sequences which control how calls waiting in a queue are handled.
(See Queuing Time Table.)

36. 5-6 Miscellaneous (Group Setting)
Miscellaneous (of the Group Settings)
Setup -> PBX Configuration -> Group Settings
“Miscellaneous” Tab
VIP Call Mode
Extension No Answer Redirection Time
No. of Unanswered Calls for Automatic Log-out
Maximum No. of Busy Extension
Last Extension Log-out
Supervisor Extension Number
Programmed Mailbox No.
(7)Extension No Answer Redirection Time
- Time setting for a call queues at an extension before it is redirected to the next member extension in case UCD or Priority Hunting.
(21)No. of Unanswered Calls for Automatic Log-out
　- The number of consecutive unanswered calls before a member extension is automatically logged out.
(38）Maximum No. of Busy Extension
- Call will not arrive at an idle extension when the number of busy extensions exceeds the assigned number.
(55）Last Extension Log-out
- Set the last extension logged-in to the ICD group is allowed to log out or not.
(72）VIP Call Mode
- To prioritise calls received from multiple ICD groups.
(79）Supervisor Extension Number
　‐ The supervisor can monitor and control the status of each member of the group. The supervisor extension need not belong to the group.
(last）Programmed Mailbox No.
- Set Mailbox number for the ICD-group.

37. 5-7 Group Log / Group FWD Group Log / Group FWD
Setup -> PBX Configuration -> Group Settings
“Group Log / Group FWD” Tab
Incoming Call Log Memory
Group FWD Call From CO Setting
Group FWD Call From CO Destination
Group FWD Call From Extension Setting
Group FWD Call From Extension Destination
(7）Incoming Call Log Memory
- The number of unanswered calls to the ICD group that can be logged in the call log memory.
(0 – 100)
(19）Group FWD Call From CO Setting
　- Indicates the current FWD status for incoming trunk calls (reference only).
(31）Group FWD Call From CO Destination
- Specify the forward destination of incoming trunk calls directed to the ICD group.
(43）Group FWD Call From Extension Setting
- Indicates the current FWD status for incoming intercom calls (reference only).
(55）Group FWD Call From Extension Destination
- Specifies the forward destination of incoming intercom calls directed to the ICD group.

38. 5-8 Queuing Time Table (Sequence Setting)
The Sequences control how calls waiting in a queue. (1/2)
Setup -> PBX Configuration -> Queuing Time Table
Specify the command (call handling method) activated by
the corresponding sequence (up to 16) for each Queuing Table .
(3) A Queuing Time Table can contain up to 16 sequences which control how calls waiting in a queue are handled.
(17)Available Commands ;
None: Redirects the call to the next sequence.
Overflow: Redirects the call to the overflow destination when there is no answer.
Disconnect: Disconnects the line.
Sequence 01–16: Redirects the call to a different sequence.
Wait 5 x n (n=1–16) s: If preceded by an OGM, plays the Music on Hold for the specified period of time;
if notpreceded by an OGM, sends a ringback tone for the specified period of time.
OGM 01–64: Sends a certain OGM.

39. 5-8 Queuing Time Table (Sequence Setting)
The Sequences control how calls waiting in a queue. (2/2)
Sample Call Flow
Incoming Call ( placed in a waiting queue)
Wait 10 sec
Sequence 1
Send Message (OGM1) to the caller
Sequence 2
The call is connected to the member
extension as soon as the extension
becomes available.
Wait 10 sec
Sequence 3
Send Message (OGM2) to the caller
Sequence 4
Repeat Send Message (OGM2)
Sequence 5
Setting for this sample

40. 5-9 Miscellaneous Settings
Related to all ICD Groups
Setup -> PBX Configuration -> Miscellaneous
Call Log to ICD Group for Answered Call
ICD Group Key Mode
Longest Idle Distribution
(7）Call Log to ICD Group for Answered Call
- Selects whether answered calls to an ICD Group are also logged in the Incoming Call Log for the group,
in addition to the log of the extension that answered the call.
(29）ICD Group Key Mode
　- Selects whether ICD Group buttons at extensions operate as normal or in Enhanced Phantom button mode.
(46）Longest Idle Distribution
- Selects whether incoming calls are distributed to idle extensions evenly in order (UCD),
or to the extension that has been idle the longest (ACD).
(last）Wrap-up Timer based on
- Selects whether the ICD Group member wrap-up timer or extension wrap-up timer is used.
Wrap-up Timer based on

41. 5-10 DISA AA Destination Settings
For when using DISA AA for ICD Group (Call Centre function)
Setup -> PBX Configuration -> DISA Message
1 Digit AA Destination for each DISA Automated Attendant (AA) number.
- Set the floating extension number of the ICD Group for each DISA AA number.
(5)After listening to an OGM, the caller can be directed to the ICD Group by dialling a 1-digit DISA AA number.
This can be used as easy IVR (Interactive Voice Response) system.

42. Thank you ! The END