Presentation on theme: "Incoming Call Distribution Group"— Presentation transcript:
1 Incoming Call Distribution Group KX-NS1000 Version 2Incoming Call Distribution Group
2 IntroductionAn 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 methodsQueuingLog in/out by ExtensionVIP CallWrap upSupervisor FunctionOver flowetc.• 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 4) Overview 5) Overview 1-1 Introduction1-2 ICD Group Call – General Flow1-3 Features1-4 Capacity4-1 Supervisor Features overview4-2 ICD Group Status Monitor4-3 Extension Status Monitor / Control5) Overview2) Basic Features5-1 Main Settings5-2 Group Member Settings5-3 Overflow Queuing Busy5-4 Overflow No Answer5-5 Queuing Time Table(Group Setting)5-6 Miscellaneous (Group Setting)5-7 Group Log / Group FWD5-8 Queuing Time Table(Sequence Setting)5-9 Miscellaneous Settings5-10 DISA AA Destination Settings2-1 Incoming Call Distribution Method2-2 Queuing2-3 Overflow2-4 Redirection2-5 VIP Call3) ICD Group Extension Features3-1 Log-in / Log-out3-2 Wrap-up3-3 Network ICD Group3
5 1-1 Introduction What is ICD Group ? Provides basic Call Centre solutions without requiring additional applications.ICD Group function overviewIncoming CallsCustomerAnswered by AgentsDeliver CallSend messageRecordSupervisorICD GroupICD 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 FlowThe following diagram shows the general call flow of ICD-G call handling.IncomingCalls123N654321Step2Step1ICD-Group ExtensionsStep3Step1: Calls are distributed. ( Call )321Step2: Calls are waiting in a queue (FIFO *). ( Call )654(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 isreceived.Priority HuntingAn idle extension is searched for in the specified order, always startingfrom the same location.RingAll extensions in the ICD group ring simultaneously.Queuing (Waiting Call)Waiting Call Queue for each ICD-Group.OverflowTransfers calls to the overflow position.Busy on BusyWhen waiting calls exceed the waiting queue capacity, they may be redirected to a preprogrammed destination.RedirectionNo AnswerRedirects the incoming calls to other available extensions, if the extension who should have received the call could not answer.ManualRedirects the waiting calls to the overflow position by pressing Hurry up Key.VIP CallUsers can set the call handling priority by ICD-Group baseICD-GroupMember statusControlLog-IN/OUTCan set their own status as Log In or Log Out.Wrap-upRefusing calls for a certain period after completing the previous call.Supervisor FunctionCan monitor and control each member’s status within the ICD groupusing a 6-line display PT.Network ICD GroupICD-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 Extension128 extensionsNumber of Queuing calls30 callsNumber of Queuing table128 tablesMax number of call logging100 callsNo answered call will be loggedNumber of Sequence for Time table16 sequenceOGM Message number64OGM Message also will be used for DISA
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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 simultaneouslyDIL/DDIICD-G 601ICD-G number = 601(Floating extension number)201202206208AgentsPriority Hunting : An idle extension is called in Group order Priority.1st2nd3rd4thDIL/DDIICD-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 Priority201202206208AgentsIf 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 DistributionCalls are distributed to a different extension every time.Distributed sequentially to the nextextension on the member list.DIL/DDIICD-G 601201202206208Agents
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 theircall is queued and will be answered shortly.DIL/DDIICD-G 601All BusyICD-G 01-QueueThe callQueues.201202206208 Queuing Time table 01Sequence 01OGM 01 is sent.Thank you for calling Panasonic.The department youAre calling is busy.Please hold the line.We will answer yourCall shortlySequence 02Music on hold isSent for 30 seconds.Sequence 03OGM 03 is sent.We are sorry to keep you holding.The department is still busy. We are transferring you to the operator.Sequence 04Redirects to theOverflow destination.Overflowdestinationanswers.NB : If no Seq.1,then calls is notQueuedThe 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.IncomingCalls126543213NIntercept RoutingICD-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 = 2DIL/DDIICD-G 601ICD-G 601Queue201202206208AgentsIf 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/DDIICD-G 60120s20s206201 (N/A)202 (N/A)AgentsIt is possible to set through system programming how long an extension will ring forbefore 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/DDIICD-G 601ICD-G 601Queue1. ManualOperation2012022062. RedirectAgents
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 exampleCalls have been distributed by DIL/DID/DDI/CLI.(The number in the circle is the queuing order.)VIP Call Mode;EnableVIP Call Mode;DisableVIP Call Mode;EnableVIP Call Mode;DisableICD-G 1ICD-G 2ICD-G 3ICD-G 4Ext.101Ext.102Ext.103For Premium customer61534287WaitingQueueFor General customerFor Special customerFor 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. priority1st. priority3rd. priority2nd. priority16243758Distribution OrderGroup 1Group 3Group 2 and 4Ext.101, 102, 103 belong to ICD Group 1, 2, 3, 4.
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20 ICD Group Extension Features Chapter 3ICD Group Extension Features20
21 3-1 Log-in / Log-outTo 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 SalesICD-G 2 Support201LogoutGoes Home, Leaves the group temporarily, etc.202LoginStarts receiving calls.208Login208Logout203Can 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-inA member extension may be logged out automatically, if the Unanswered time expires a preprogrammed number of times consecutively.
22 3-2 Wrap-upRefusing calls for a certain period after completing the previous callWhile 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 diagramReadyWaiting for a callThe Wrap-up timeexpires.Completinga callWrap-upMaking a reportPress the Wrap-upbutton1. Automatic Wrap-up2. Press the Wrap-upbuttonPress the Wrap-upbuttonNot 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 calland 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-upRed On = Not ReadyOff = 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 GroupSet the virtual PS forwarding destination to the outside phone.ICD-Group ExtensionsIn this way, flexible call groups can be created.This feature is called Network ICD Group.PTPTV-PS1V-PS2Set C-FWD to outside phones.
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26 Supervisor LCD Display (with DSS button light) 4-1 Supervisor Features overviewOverviewAn 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.)IncomingCall QueueMonitorExtensionStatus Monitor(with DSS button light)ICD-Group Extension Status- Log-in/Log-out status of each agentUsing 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 MonitorIncoming Call Queue MonitorThe Supervisor extension can monitor the current ICD Group status.The number of queuing callsThe longest queuing timeThe supervisor extension can confirm the history of queued call.Total number of incoming callTotal number of overflowed callTotal number of lost callsAverage 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 ControlThe supervisor extension can monitor the log-in/log-out status of the incoming call distribution group members through the corresponding DSS button light.StatusLED patternLog-IN (Ready)Green ONLog –IN (Not Ready)Slow Green FlashingLog-OUTRedNot in ICD-GroupOFFwithThe 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.StatusLED patternLog-IN (Ready)Green ONLog –IN (Not Ready)Slow Green FlashingLog-OUTRedStatusLED patternLog-outRed ONLog –IN (Ready)Green ON
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31 5-1 Main Settings Floating Extension Number, Distribution Method, etc. Setup -> PBX Configuration -> Group SettingsFWD Mode, DND Mode“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.(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 Settings2. Click “Member List”.1. Select an ICD group to beconfigured.Member List screenYou can select the ICD Groupto 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” 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) 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” TabHurry-up LevelTime 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 redirectedby 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 Redirectionby 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” TabQueuing 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 isdetermined in “3.5.2 Queuing Time Table”.Queuing Time Table whenExtension Ringing- Enable or DisableWhile 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” 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.
37 5-7 Group Log / Group FWD Group Log / Group FWD Setup -> PBX Configuration -> Group Settings“Group Log / Group FWD” TabIncoming Call Log MemoryGroup FWD Call From CO SettingGroup FWD Call From CO DestinationGroup FWD Call From Extension SettingGroup 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 TableSpecify the command (call handling method) activated bythe 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 FlowIncoming Call ( placed in a waiting queue)Wait 10 secSequence 1Send Message (OGM1) to the callerSequence 2The call is connected to the memberextension as soon as the extensionbecomes available.Wait 10 secSequence 3Send Message (OGM2) to the callerSequence 4Repeat Send Message (OGM2)Sequence 5Setting for this sample
40 5-9 Miscellaneous Settings Related to all ICD GroupsSetup -> PBX Configuration -> MiscellaneousCall Log to ICD Group for Answered CallICD Group Key ModeLongest 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 Message1 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.