Presentation on theme: "Incoming Call Distribution Group KX-NS1000 Version 2."— Presentation transcript:
Incoming Call Distribution Group KX-NS1000 Version 2
Introduction 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. Log in/out by Extension Over flow Queuing Supervisor Function VIP Call Wrap up Various Call delivery methods An incoming call distribution group (ICD Group) is a group of extensions programmed through system programming. 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. etc. 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.
Table of Contents Chapter 1) Overview 1-1 Introduction 1-2 ICD Group Call – General Flow 1-3 Features 1-4 Capacity 2) Basic Features 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 4) Overview 4-1 Supervisor Features overview 4-2 ICD Group Status Monitor 4-3 Extension Status Monitor / Control 5) Overview 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
Chapter 1 Overview
What is ICD Group ? Provides basic Call Centre solutions without requiring additional applications. 1-1 Introduction Answered by Agents Supervisor Incoming Calls Deliver Call Customer Send message Record ICD Group 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. ICD Group function overview
The following diagram shows the general call flow of ICD-G call handling. Incoming Calls N ICD-Group Extensions Step1 Step2 Step ICD Group Call – General Flow General Call Flow Step1: Calls are distributed. ( Call ) Step2: Calls are waiting in a queue (FIFO *). ( 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.
1-3 Features FunctionOverview 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. 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 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-upRefusing 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 GroupICD-Group function for outside phones such as cell phones
ItemMax CapacityNote ICD-Group Group128 groups One Extension can belong to multiple ICD Groups. Member Extension128 extensions Number of Queuing calls30 calls Number of Queuing table128 tables Max number of call logging100 calls No answered call will be logged Number of Sequence for Time table16 sequence OGM Message number64 OGM Message also will be used for DISA 1-4 Capacity
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Chapter 2 Basic Features
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 DIL/DDI ICD-G 601 All Ring simultaneously ICD-G number = 601 (Floating extension number) Priority Hunting : An idle extension is called in Group order Priority. DIL/DDI ICD-G st2nd3rd4th 1 st Priority If 201 is Busy or does not answer, then 202 is called etc. Agents
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. DIL/DDI ICD-G Distributed sequentially to the next extension on the member list. Agents
Queuing Time table 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 All Busy Overflow destination answers. 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. 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. ICD-G 01-Queue The call Queues. DIL/DDI ICD-G 601
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 ICD-Group Extensions N Intercept Routing * If a trunk call arrives through the LCOT card, a busy tone will not be sent to the caller.
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 DIL/DDI ICD-G 601 Busy members = ICD-G 601 Queue If a 3 rd call arrives, the call can be queued or the caller will hear busy-tone Agents
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 (N/A) 20s 206 DIL/DDI ICD-G 601 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. Agents 202 (N/A) 20s
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 ICD-G 601 Queue DIL/DDI ICD-G Redirect 1. Manual Operation Agents
2-5 VIP Call 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. It is possible to assign a priority to calls queuing in the ICD Groups. Calls have been distributed by DIL/DID/DDI/CLI. (The number in the circle is the queuing order.) For Premium customer For General customer For Special customer For General customer ICD-G 1ICD-G 2ICD-G 3ICD-G 4 Ext.101 Ext.102 Ext.103 Ext.101, 102, 103 belong to ICD Group 1, 2, 3, 4. 1st. priority 3rd. priority 2nd. priority VIP Call Mode; Enable VIP Call Mode; Disable VIP Call Mode; Enable VIP Call Mode; Disable A Call Centre example Distribution Order Group 1 Group 3 Group 2 and 4 Priority to calls queuing in the ICD Groups Waiting Queue
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Chapter 3 ICD Group Extension Features
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 Logout 208 Login 201 Logout Goes Home, Leaves the group temporarily, etc. 202 Login Starts receiving calls. Can belong to multiple groups. Members can join or leave the group by pressing the Log-in/out key (FF Key) on their PTs. 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.
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. Wrap-up Making a report Ready Waiting for a call Not Ready Press the Wrap-up button Wrap up status control diagram Press the Wrap-up button The Wrap-up time expires. Completing a call 1. Automatic Wrap-up 2. Press the Wrap-up button 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) While the Wrap-up timer is active, calls will not be sent to the extension.
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. ICD-Group Extensions PT V-PS1 V-PS2 PT 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. Set C-FWD to outside phones.
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Chapter 4 Supervisor Features
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) ICD-Group Extension Status - Log-in/Log-out status of each agent Supervisor LCD Display (6-Line PT is required.) Incoming Call Queue Monitor Extension Status Monitor (with DSS button light)
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 Total number of incoming call Total number of overflowed call The supervisor extension can confirm the history of queued call. Total number of lost calls Average queuing time
4-3 Extension Status Monitor / Control Log-in / Log-out Monitor and Remote Control StatusLED pattern Log-IN (Ready)Green ON Log –IN (Not Ready)Slow Green Flashing Log-OUTRed Not in ICD-GroupOFF The supervisor extension can monitor the log-in/log-out status of the incoming call distribution group members through the corresponding DSS button light. with The supervisor extension can change the status of the members by pressing the corresponding DSS button. StatusLED pattern Log-IN (Ready)Green ON Log –IN (Not Ready)Slow Green Flashing Log-OUTRed StatusLED pattern Log-outRed ON Log –IN (Ready)Green ON
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Chapter 5 How to Program
Floating Extension Number, Distribution Method, etc. 5-1 Main Settings 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 FWD Mode, DND Mode
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 5-2 Group Member Settings Assign extension numbers to each ICD group. Specify the delayed ringing setting. * Immediate / 1–6 Rings / No Ring Specify the delayed ringing setting. * Immediate / 1–6 Rings / No Ring You can select the ICD Group to be configured. You can select the ICD Group to be configured.
For when waiting calls exceed the waiting queue capacity. 5-3 Overflow Queuing Busy 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
Setup -> PBX Configuration -> Group Settings “Overflow No Answer” Tab Time out & Manual Queue Redirection Destination (for each time mode) Hurry-up Level 5-4 Overflow No Answer For when the Overflow time expires. Time out & Manual Queue Redirection Overflow Time
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 (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 Queuing Time Table when Extension Ringing - Enable or Disable
Miscellaneous (of the Group Settings) 5-6 Miscellaneous (Group Setting) 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
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 Destination Group FWD Call From Extension Setting Group FWD Call From CO Setting Group FWD Call From Extension Destination
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. Specify the command (call handling method) activated by the corresponding sequence (up to 16) for each Queuing Table.
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 Send Message (OGM1) to the caller Setting for this sample Wait 10 sec Send Message (OGM2) to the caller Sequence 1 Sequence 2 Sequence 3 Sequence 4 The call is connected to the member extension as soon as the extension becomes available. Repeat Send Message (OGM2) Sequence 5
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 Wrap-up Timer based on
For when using DISA AA for ICD Group (Call Centre function) 5-10 DISA AA Destination Settings 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. 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.