2 IntroductionIncoming calls via a trunk (public line) are distributed to their destinations according to one of several distribution methods.In this part, main distribution methods and destinations are explained.• Microsoft, Internet Explorer, Outlook, Windows, Windows XP, Windows Vista, and Windows 7 are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.• All other trademarks identified here in are the property of their respective owners.• Microsoft product screen shots reprinted with permission from Microsoft Corporation.2
3 Table of Contents Chapter 1) Overview 3) How to Program 2) How to Work 1-1 Destribution Method1-2 Available Destinations3-1 DIL Settings3-2 DID Settings3-3 CLI Distribution Settings3-4 ICD Group Settings3-5 PS Ring Group Settings3-6 UM (Unified Messaging) Settings3-7 External Pager Settings3-8 DISA Settings2) How to Work2-1 Direct In Line (DIL)2-2 Direct Inward Dialling (DID)2-3 Incoming Call Distribution (ICD) Group2-4 PS Ring Group2-5 UM Group2-6 External Pager2-7 DISA (Direct Inward System Access)3
5 1-1 Destribution Method Incoming Trunk Call Distribution Method Direct In Line (DIL)Directs a call to a preprogrammed single destination (e.g., the operator).Direct Inward Dialling (DID)Directs a call with a DID number from a DID line to a preprogrammed destination.Multiple Subscriber Number (MSN) Ringing ServiceDirects a call with an MSN from an ISDN line to a preprogrammed destination.Calling Line Identification (CLI) Directs a call to a CLI destination if the caller’s identification number has been assigned in the Caller ID Table.This feature works in conjunction with the DIL/DID/DDI/MSN features.Incoming calls via a trunk are distributed to their destinations, according to one of several distribution methods.(4秒) DIL : Each trunk has a destination.(11秒) DID : Each DDI number has a destination.(18秒) MSN : Each MNS number has a destination.(25秒) CLI : Each Caller ID number can have its own destination.
6 1-2 Available Destinations NoteWired Extension (PT/SLT/SIP/ISDN)PS (DECT Portable Station)Incoming Call Distribution Group(ICD-G)Groups of Agents etc.Maximum Number of [ICD-G] per System → 128Maximum Number of [Member Ext.] per ICD-G → 128PS Ring GroupUM GroupBuilt-in UMExternal Pager (TAFAS)Trunk Answer From Any StationThe External Paging System can signal (Ringing Tone) that there is an External Call. An Extension User can answer the call.DISAUsed for PBX system Access or Outgoing Messages (Queues) etcOther PBX Extension (TIE with NO PBX Code)
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9 2-1 Direct In Line (DIL) Direct In Line (DIL) CO Provides automatic direction of an incoming trunk call to a preprogrammed destination.Each trunk has a destination for each time mode (day/lunch/break/night).KX-NS1000Out Side CallerOperatorCO(5)Calls are directed according to a destination assigned for each line or channel.(1 Line – 1 Number)The call is transferred toExt. 201 with the use ofan operator.Ext.201
10 2-2 Direct Inward Dialling (DID) Provides automatic direction of an incoming call with a DID/DDI number toa preprogrammed destination.Each DID/DDI number has a destination for each time mode(day/lunch/break/night).KX-NS1000Out Side CallerExt. 202 :CODial “ ”to ring at Ext. 202.Calls are directed according to a destination assigned for each DID/DDI number. (1 Line – Many Numbers)DID/DDI numbers are notified from the telephone company when there are incoming calls.Each extension has its own phone number that allows the outside callers to directly accessthe extension.Ext.309 :
11 2-3 Incoming Call Distribution (ICD) Group (1) ICD Group - OverviewAn incoming call distribution group receives calls directed to the group. Each incoming call distribution group has a floating extension number (default: 6 + two-digit group number).Out Side CallerKX-NS1000COICD-GroupA call rings at multiple extensions1) All Ring simultaneously2) Ring one by one (start from same EXT)3) Ring one by one with queuing and voice announcement (calls distributed evenly)An ICD group is an incoming call group that consists of multiple extensions.For example, in a call centre where groups are made separately for different products, calls related to Product A are received by extensions of Product A's ICD group,and calls related to Product B are received by extensions of Product B's ICD group.In this way, by only having incoming calls that are related to the roles assigned for each ICD group received, transfers can be reduced and efficient telephone operations can be performed.* Refer to the “ICD Group” part for details.
12 2-3 Incoming Call Distribution (ICD) Group (2) ICD Group - Descriptions1) Calls can be directed to the group.2) Each group has a floating extension number (default: 6 + two-digit group number).3) Calls are handled by pre-programmed a distribution method.4) When a preprogrammed number of extensions in the group are busy,the incoming calls can wait in a queue.5) Each incoming call distribution group and member extensions can be programmed as desired to handle incoming calls.6) Calls to the group can be monitored by an extension assigned as a supervisor.
13 2-4 PS Ring GroupPS Ring Group (Using 1 DECT Channel to Ring Multiple PS)A PS ring group is a group of PS extensions that receives incoming calls. Each group has a floating extension number and name.One PS can belong to multiple groups.PS Ring-G B1ch to ring all PSin one PS Ring GPS Ring-G AUsing the PS Ring Group feature can make good use of the available system resources as only 1 CS channel used to ring the group.Consume one channel of CS to ring multiple PS at once besides using PS Ring Group.You can assign PS as ICD-Group member but in this case channel of CS consume per PS.
14 2-5 UM Group UM (Unified Messaging) Group UM Group contain Unified Messaging ports of a PBX.This group has a floating extension number and can be the destination ofdifferent types of calls.In a One-look network, each PBX has its own UM group, and each grouphas its own floating extension number.KX-NS1000UM-GroupBuilt-in UMUM port 1UM port 2UM port 3UM port 4UM port 5A maximum of 24 Unified Messaging (UM) ports can be managed at one PBX.Each port is assigned an extension number.The UM ports make up a group, called an UM group.All UM ports must belong to the PBX’s UM group.* Refer to the “Unified Messaging” part for details.
15 2-6 External Pager TAFAS (Trunk Answer From Any Station) CO When a call is received at the floating extension number assigned to the external pager, a ring tone is sent through the pager.Any extension user can then answer the call.Ring fromExternal PagerOut Side CallerCOKX-NS1000Pick up the call by diallingthe feature access code.(17秒）Feature Code is “ *42+1 ” by default.
16 2-7 DISA (Direct Inward System Access) (1) DISA : Basic FunctionAn outside caller can access specific PBX features through DISA.After listening the Outgoing Message, the caller can have direct access to features such as:• Calling an outside party via the PBX.• Operating some PBX remote features (e.g., FWD)• Placing an intercom call to an extension, operator or any floating extensions.Out Side CallerKX-NS1000Ext. 202CODISAThese message has to be recorded at each NS (Not controlled by the Master unit)Message can be download by WAV file. There is no time limitation for each message.No UM port will be used when these messages are being played.Dial “ ” and will be answered by DISA.Dial “202” while greeting by DISA.Ring atExt. 202* A maximum of 64 messages can be recorded on a PBX.
17 2-7 DISA (Direct Inward System Access) (2) DISA : Walking COS Through DISAIf the caller performs Walking COS (extension number and PIN entry) while hearinga DISA message, the security mode can be temporarily changed to No Security mode.After performing Walking COS, the following features are available, using the settingsof the specified extension:• Intercom call• TIE line call• Trunk call• Call Forwarding (FWD)/Do Not Disturb (DND) setting• Incoming Call Distribution Group Log-in/Log-out• Absent Message setting• Extension Dial Lock• Time Service Switching ModeBy entering his/her extension number and extension PIN through DISA, the user can make calls using his Class of Service, including TRS level, overriding the other extension’s Class of Service.
18 2-7 DISA (Direct Inward System Access) (3) DISA : Built-in Automated Attendant Number (DISA AA Service)The caller may dial a single digit to access specific destination. The destination can be assigned for each DISA AA number. Other DISA AA floating number is also possible to assign as Multi Layer Service.AA Level 11stOGM:Company GreetingThis is ABC Company. Operator Dial0,Sales dial1, Engineering dial2,---.AA Level 22nd OGM: Engineering GroupThis is Engineering Group.Software Dial0,Hardware dial1,Mechanical dial2,---.Ext. 102If the caller dials a second digit within a preprogrammed time period (DISA 2nd Dial Time for AA), the DISA AA service is not employed.Dial 2Dial 5AA Level 33rd OGM: Software TeamThis is Software Team. Mike dial0,John dial1, Bob dial2,---,Mark dial5,---.Dial 0
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21 3-1 DIL Settings (1) DIL Destination Settings “DIL” Tab Setup -> PBX Configuration -> 10.2 DIL Table & Port Settings -> DIL Tab“DIL” TabDistribution Method- Select “DIL”.DIL Destination (for each time mode)- Assign the destination to each trunk port or channelfor each time mode (Day, Lunch, Break, and Night).(5)Select “DIL” as the distribution method.（13）A different destination can be set for each trunk and for each time mode.
22 3-1 DIL Settings (2) Method Flowchart This chart shows the method of routing after a trunk call is received until the call is routed to the DIL destination.
23 3-2 DID Settings (1) DID Destination Settings Setup -> PBX Configuration -> 10.3 DDI/DID TableDDI / DID Number- Set the DDI/DID number.DDI / DID Destination (for each time mode)- Assign the destination to each DDI /DID numberfor each time mode (Day, Lunch, Break, and Night).(3)In order to use DDI/DID, assign “DDI/DID” as the distribution method to each trunk port or channel.Refer to Chapter 3-1.(13)The destination is assigned based on DDI/DID number that is notified from the telephone company.Different destinations can be set for each time mode.
24 3-2 DID Settings (2) Method Flowchart This chart shows the method after a trunk call is received until the call is routed to the DID destination.
25 3-3 CLI Distribution Settings (1) CLI Distribution OverviewWhen Caller ID (Caller’s Identification Number) is notified, calls are directed according to a destination assigned for each Caller ID.The destination is decided when the Caller ID matches the number in the System Speed Dialing Table that is used as the Caller ID Table.Each Caller ID number (telephone number for each System Speed Dialing number) can have its own destination.CLI always works in conjunction with the following call distribution methods:a. DILb. DID/DDIc. MSN Ringing ServiceEach trunk (for DIL) and the DID/DDI/MSN number can enable or disable the CLI feature for each time mode (day/lunch/break/night)
26 3-3 CLI Distribution Settings (2) CLI Settings1Enable “CLI” to each destination setting (DDI/DID example)Setup -> PBX Configuration -> 10.3 DDI/DID TableCLI Ring for DDI / DID (for each time mode)- Set “Enable” to each DDI /DID numberfor each time mode (Day, Lunch, Break, and Night).
27 3-3 CLI Distribution Settings (3) CLI Settings2Set the Caller ID and the destination in the System Speed Dial TableSetup -> PBX Configuration -> 6.1 System Speed DialCO Line Access Number + Telephone Number- Set the Caller ID as a system speed dialling number.CLI Destination- Set the destination.
28 3-4 ICD Group Settings (1) Main Settings “Main” Tab Setup -> PBX Configuration -> Group Settings“Main” TabFloating Extension NumberFloating extension number can beassigned as DIL/DID destination.Distribution MethodCall Waiting DistributionTenant NumberCOS(5-15) An ICD group has a floating extension number, which can be assigned as the destination for redirected calls and incoming calls.(25）Distribution Method- Select the Distribution Method ; Ring, UCD, Priority Hunting.(36)Call Waiting Distribution- Select the Call Waiting Ring Type.(48)Tenant Number- The tenant number is required to determine the time mode.(60)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.
29 3-4 ICD Group Settings (2) Group Member Settings Member List screen Setup -> PBX Configuration -> Group Settings2. Click “Member List”.1. Select an ICD group to beconfigured.Member List screen(3)Assign extension numbers to each ICD group.Enter the extension numbers.
30 3-4 ICD Group Settings (3) Overflow Queuing Busy Setup -> PBX Configuration -> Group Settings“Overflow Queuing Busy” TabQueuing 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) Overflows settings can be set to both “Queuing Busy” and “No Answer”.
31 3-4 ICD Group Settings (4) Overflow No Answer “Overflow No Answer” Tab Setup -> PBX Configuration -> Group Settings“Overflow No Answer” TabHurry-up LevelTime out & Manual Queue Redirection Destination (for each time mode)Time out & Manual Queue Redirection Overflow TimeThis slide describes “No Answer”.(7)Time out & Manual Queue Redirection Destination (for each time mode)- The overflow destination of queued calls when they are not answered or are redirectedby Manual Queue Redirection(23）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 Redirectionby flashing the Hurry-up button./ None, 1-30
32 3-4 ICD Group Settings (5) Miscellaneous “Miscellaneous” Tab Setup -> PBX Configuration -> Group Settings“Miscellaneous” TabVIP Call ModeExtension No Answer Redirection TimeNo. of Unanswered Calls for Automatic Log-outMaximum No. of Busy ExtensionLast Extension Log-outSupervisor Extension NumberProgrammed 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.
33 3-5 PS Ring Group Settings Setup -> PBX Configuration -> 3.8 PS Ring GroupMember ListFloating Extension NumberFloating extension number can beassigned as DIL/DID destination.Incoming Trunk Call Information Display(7)A PS Ring group has a floating extension number, which can be assigned as the destination for redirected calls and incoming calls.(19）Incoming Trunk Call Information Display- If the caller’s name or called party’s name is not recognised, the telephone number will be shown either received Call-ID or Called TEL number depend on this setting.(last)To assign extension numbers to the group, click Member List.
34 3-6 UM (Unified Messaging) Settings (1) UM Group SettingsSetup -> PBX Configuration -> Unit SettingsMember ListFloating Extension NumberFloating extension number can beassigned as DIL/DID destination.(5-25)A UM group has a floating extension number, which can be assigned as the destination for redirected calls and incoming calls.In a One-look network, each PBX has its own UM group, and each group has its own floating extension number.(35）To assign extension numbers to the group, click Member List.
35 3-6 UM (Unified Messaging) Settings (2) UM Group System SettingsSetup -> PBX Configuration -> System SettingsCall Waiting on VM Group- Enables the queuing of calls when all extensionports of the UM group are busy. (Call Waitingtone is not sent to any UM port.)Intercept to Mailbox- The Unified Messaging system answers the callwith the appropriate mailbox while call divert toUM by Intercept Routing.Transfer Recall to Mailbox(3) Detailed settings for UM Group functions can be set.(last) Transfer Recall to Mailbox- Enables the PBX to send the mailbox number of the transfer destination extension to the Unified Messaging system in these situations: (1) when a call is transferred to an extension by the Call Transfer without Announcement feature using the Automated Attendant (AA) service of the Unified Messaging system, and the call is not answered within a programmed time period; (2) when the Unified Messaging system is assigned as the Transfer Recall destination of a certain extension.When the Unified Messaging system receives the mailbox number, the Unified Messaging system answers the call with the appropriate mailbox.
36 3-7 External Pager Settings Setup -> PBX Configuration -> 5.2 External PagerFloating Extension NumberFloating extension number can beassigned as DIL/DID destination.(5)A External Pager has a floating extension number, which can be assigned as the destination for redirected calls and incoming calls.
37 3-8 DISA Settings (1) DISA Settings Floating Extension Number Setup -> PBX Configuration -> DISA Message1 Digit AA Destination for each DISA Automated Attendant (AA) number.Floating Extension NumberFloating extension number can beassigned as DIL/DID destination.Busy / DND Message No.FAX Extension(5-25)Each DISA port has a floating extension number, which can be assigned as the destination for redirected calls and incoming calls.In a One-look network, each PBX has its own DISA, and each DISA port has its own floating extension number.(27) 1 Digit AA Destination for each DISA Automated Attendant (AA) number.- After listening to an OGM, the caller can be directed to the destination by dialling a 1-digit DISA AA number.(44）Busy / DND Message No.- Selects the OGM to be played for the caller when the destination party is busy or sets DND.(last）FAX Extension- Specifies the extension number to which to transfer a call when a fax signal is detected.(Necessary to set up at UM side for FAX transfer)
38 3-8 DISA Settings (2) DISA System Settings DISA Security Mode Setup -> PBX Configuration -> DISA SystemDISA Security ModeIntercept when destination through DISA sets DND(3) Detailed settings for DISA system can be set.(12）DISA Security Mode- If the Security setting is set to Trunk Security, only intercom and TIE line calls can be made through the DISA system. If All Security is set, then no calls can be made through the DISA system.(last）Intercept when destination through DISA sets DND- If a DISA destination is busy or has DND set, the system can either send Busy tone to the caller, ignore the DND setting and place the call or play the appropriate DISA message.