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Call Distribution KX-NS1000 Version 2. Introduction Incoming calls via a trunk (public line) are distributed to their destinations according to one of.

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Presentation on theme: "Call Distribution KX-NS1000 Version 2. Introduction Incoming calls via a trunk (public line) are distributed to their destinations according to one of."— Presentation transcript:

1 Call Distribution KX-NS1000 Version 2

2 Introduction Incoming 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.

3 Table of Contents Chapter 1) Overview 1-1 Destribution Method 1-2 Available Destinations 2) How to Work 2-1 Direct In Line (DIL) 2-2 Direct Inward Dialling (DID) 2-3 Incoming Call Distribution (ICD) Group 2-4 PS Ring Group 2-5 UM Group 2-6 External Pager 2-7 DISA (Direct Inward System Access) 3) How to Program 3-1 DIL Settings 3-2 DID Settings 3-3 CLI Distribution Settings 3-4 ICD Group Settings 3-5 PS Ring Group Settings 3-6 UM (Unified Messaging) Settings 3-7 External Pager Settings 3-8 DISA Settings

4 Chapter 1 Overview

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 Service Directs 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.

6 Available Destinations 1-2 Available Destinations DestinationNote Wired 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 → 128 Maximum Number of [Member Ext.] per ICD-G → 128 PS Ring Group UM GroupBuilt-in UM External Pager (TAFAS) Trunk Answer From Any Station The 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) etc Other PBX Extension (TIE with NO PBX Code)

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

8 Chapter 2 How to work?

9 Direct In Line (DIL) 2-1 Direct In Line (DIL) 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). Out Side Caller Operator Ext.201 The call is transferred to Ext. 201 with the use of an operator. CO KX-NS1000

10 Provides automatic direction of an incoming call with a DID/DDI number to a preprogrammed destination. Each DID/DDI number has a destination for each time mode (day/lunch/break/night). 2-2 Direct Inward Dialling (DID) Each extension has its own phone number that allows the outside callers to directly access the extension. Out Side Caller CO KX-NS1000 Ext.309 : Ext. 202 : Dial “ ” to ring at Ext Direct Inward Dialling (DID)

11 An 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). ICD-Group A call rings at multiple extensions 1) All Ring simultaneously 2) Ring one by one ( start from same EXT) 3) Ring one by one with queuing and voice announcement (calls distributed evenly) * Refer to the “ICD Group” part for details. ICD Group - Overview Out Side Caller CO KX-NS Incoming Call Distribution (ICD) Group (1)

12 1) 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. ICD Group - Descriptions 2-3 Incoming Call Distribution (ICD) Group (2)

13 PS Ring-G B PS Ring-G A A PS ring group is a group of PS extensions that receives incoming calls. Each group has a floating extension number and name. 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. 1ch to ring all PS in one PS Ring G 2-4 PS Ring Group PS Ring Group (Using 1 DECT Channel to Ring Multiple PS) One PS can belong to multiple groups.

14 UM Group contain Unified Messaging ports of a PBX. This group has a floating extension number and can be the destination of different types of calls. In a One-look network, each PBX has its own UM group, and each group has its own floating extension number. UM port 1 UM port 2 UM port 3 UM port 4 UM port 5 UM-Group 2-5 UM Group UM (Unified Messaging) Group KX-NS1000 * Refer to the “Unified Messaging” part for details. Built-in UM

15 Out Side Caller CO When a call is received at the floating extension number assigned to the external pager, a ring tone is sent through the pager. Ring from External Pager 2-6 External Pager TAFAS (Trunk Answer From Any Station) KX-NS1000 Pick up the call by dialling the feature access code. Any extension user can then answer the call.

16 2-7 DISA (Direct Inward System Access) (1) An 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) Out Side Caller CO KX-NS1000 Dial “ ” and will be answered by DISA. Ring at Ext. 202 Dial “202” while greeting by DISA. DISA DISA : Basic Function Ext. 202 Placing an intercom call to an extension, operator or any floating extensions. * A maximum of 64 messages can be recorded on a PBX.

17 If the caller performs Walking COS (extension number and PIN entry) while hearing a DISA message, the security mode can be temporarily changed to No Security mode. After performing Walking COS, the following features are available, using the settings of 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 Mode DISA : Walking COS Through DISA 2-7 DISA (Direct Inward System Access) (2)

18 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 1 1 st OGM:Company Greeting This is ABC Company. Operator Dial0, Sales dial1, Engineering dial2,-- -. AA Level 2 2nd OGM: Engineering Group This is Engineering Group. Software Dial0,Hardware dial1, Mechanical dial2,---. AA Level 3 3rd OGM: Software Team This is Software Team. Mike dial0, John dial1, Bob dial2,---, Mark dial5,---. Dial 2 Dial 0 Dial 5 Ext. 102 DISA : Built-in Automated Attendant Number (DISA AA Service) 2-7 DISA (Direct Inward System Access) (3)

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

20 Chapter 3 How to program?

21 DIL Destination Settings 3-1 DIL Settings (1) Setup -> PBX Configuration -> 10.2 DIL Table & Port Settings -> DIL Tab “DIL” Tab DIL Destination (for each time mode) - Assign the destination to each trunk port or channel for each time mode (Day, Lunch, Break, and Night). DIL Destination (for each time mode) - Assign the destination to each trunk port or channel for each time mode (Day, Lunch, Break, and Night). Distribution Method - Select “DIL”. Distribution Method - Select “DIL”.

22 Method Flowchart 3-1 DIL Settings (2)

23 3-2 DID Settings (1) DID Destination Settings Setup -> PBX Configuration -> 10.3 DDI/DID Table DDI / DID Number - Set the DDI/DID number. DDI / DID Number - Set the DDI/DID number. DDI / DID Destination (for each time mode) - Assign the destination to each DDI /DID number for each time mode (Day, Lunch, Break, and Night). DDI / DID Destination (for each time mode) - Assign the destination to each DDI /DID number for each time mode (Day, Lunch, Break, and Night).

24 3-2 DID Settings (2) Method Flowchart

25 When 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. 3-3 CLI Distribution Settings (1) CLI Distribution Overview CLI always works in conjunction with the following call distribution methods: a. DIL b. DID/DDI c. MSN Ringing Service Each 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 CLI Settings 3-3 CLI Distribution Settings (2) Setup -> PBX Configuration -> 10.3 DDI/DID Table 1 Enable “CLI” to each destination setting (DDI/DID example) CLI Ring for DDI / DID (for each time mode) - Set “Enable” to each DDI /DID number for each time mode (Day, Lunch, Break, and Night). CLI Ring for DDI / DID (for each time mode) - Set “Enable” to each DDI /DID number for each time mode (Day, Lunch, Break, and Night).

27 CLI Settings 3-3 CLI Distribution Settings (3) Setup -> PBX Configuration -> 6.1 System Speed Dial 2 Set the Caller ID and the destination in the System Speed Dial Table CO Line Access Number + Telephone Number - Set the Caller ID as a system speed dialling number. CO Line Access Number + Telephone Number - Set the Caller ID as a system speed dialling number. CLI Destination - Set the destination. CLI Destination - Set the destination.

28 Main Settings 3-4 ICD Group Settings (1) Setup -> PBX Configuration -> Group Settings “Main” Tab Floating Extension Number Floating extension number can be assigned as DIL/DID destination. Floating Extension Number Floating extension number can be assigned as DIL/DID destination. Distribution Method Call Waiting Distribution Tenant Number COS

29 Group Member Settings 3-4 ICD Group Settings (2) Setup -> PBX Configuration -> Group Settings 1. Select an ICD group to be configured. 1. Select an ICD group to be configured. 2. Click “Member List”. Enter the extension numbers. Member List screen

30 Overflow Queuing Busy 3-4 ICD Group Settings (3) 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 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 Queuing Busy Queue Call Capacity - The number of calls that can wait in a queue. / None, 1-30

31 Overflow No Answer 3-4 ICD Group Settings (4) Setup -> PBX Configuration -> Group Settings “Overflow No Answer” Tab Time out & Manual Queue Redirection Destination (for each time mode) Hurry-up Level Time out & Manual Queue Redirection Overflow Time

32 Miscellaneous 3-4 ICD Group Settings (5) Setup -> PBX Configuration -> Group Settings “Miscellaneous” Tab 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. VIP Call Mode

33 PS Ring Group Settings 3-5 PS Ring Group Settings Setup -> PBX Configuration -> 3.8 PS Ring Group Floating Extension Number Floating extension number can be assigned as DIL/DID destination. Floating Extension Number Floating extension number can be assigned as DIL/DID destination. Incoming Trunk Call Information Display Member List

34 UM Group Settings 3-6 UM (Unified Messaging) Settings (1) Setup -> PBX Configuration -> Unit Settings Floating Extension Number Floating extension number can be assigned as DIL/DID destination. Floating Extension Number Floating extension number can be assigned as DIL/DID destination. Member List

35 UM Group System Settings 3-6 UM (Unified Messaging) Settings (2) Setup -> PBX Configuration -> System Settings Call Waiting on VM Group - Enables the queuing of calls when all extension ports of the UM group are busy. (Call Waiting tone is not sent to any UM port.) Call Waiting on VM Group - Enables the queuing of calls when all extension ports of the UM group are busy. (Call Waiting tone is not sent to any UM port.) Intercept to Mailbox - The Unified Messaging system answers the call with the appropriate mailbox while call divert to UM by Intercept Routing. Intercept to Mailbox - The Unified Messaging system answers the call with the appropriate mailbox while call divert to UM by Intercept Routing. Transfer Recall to Mailbox

36 External Pager Settings 3-7 External Pager Settings Setup -> PBX Configuration -> 5.2 External Pager Floating Extension Number Floating extension number can be assigned as DIL/DID destination. Floating Extension Number Floating extension number can be assigned as DIL/DID destination.

37 DISA Settings 3-8 DISA Settings (1) Setup -> PBX Configuration -> DISA Message Floating Extension Number Floating extension number can be assigned as DIL/DID destination. Floating Extension Number Floating extension number can be assigned as DIL/DID destination. 1 Digit AA Destination for each DISA Automated Attendant (AA) number. Busy / DND Message No. FAX Extension

38 DISA System Settings 3-8 DISA Settings (2) Setup -> PBX Configuration -> DISA System DISA Security Mode Intercept when destination through DISA sets DND

39 Thank you ! The END


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