KX-NS1000 Version 2
Incoming Call Distribution Group
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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Table of Contents
Chapter
1) Overview
1-1 Introduction
1-2 ICD Group Call – General Flow
1-3 Features
1-4 Capacity
4) Overview
4-1 Supervisor Features overview
4-2 ICD Group Status Monitor
4-3 Extension Status Monitor / Control
5) Overview
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
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
1-1 Introduction
What is ICD Group ?
Provides basic Call Centre solutions without requiring additional applications.
ICD Group function overview
Customer
Answered by Agents
Incoming Calls
Record
Send message
Deliver Call
Supervisor
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.
1-2 ICD Group Call – General Flow
General Call Flow
The following diagram shows the general call flow of ICD-G call handling.
1
Incoming
Calls
N
6
5
4
3
Step2
2
3
1
Step1
ICD-Group Extensions
Step3
Step1: Calls are distributed.
2
( Call
1
2
3
Step2: Calls are waiting in a queue (FIFO *).
)
( Call
4
5
6
)
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
Function
Call
distribution
method
Overview
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.
No Answer
Redirection
Manual
Users can set the call handling priority by ICD-Group base
VIP Call
ICD-Group
Member status
Control
Redirects the incoming calls to other available extensions, if the extension
who should have received the call could not answer.
Redirects the waiting calls to the overflow position by pressing Hurry up
Key.
LogIN/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
1-4 Capacity
Item
Group
Max Capacity
Note
128 groups
One Extension can belong to
multiple ICD Groups.
ICD-Group
Member Extension
128 extensions
Number of Queuing calls
30 calls
Number of Queuing table
128 tables
Max number of call logging
100 calls
Number of Sequence for Time table
16 sequence
OGM Message number
64
No answered call will be logged
OGM Message also will be used for
DISA
This Chapter is now complete.
Go to Next Chapter.
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.
All Ring simultaneously
DIL/DDI
ICD-G 601
01234 555789
ICD-G number = 601
(Floating extension number)
201
202
206
Agents
208
Priority Hunting : An idle extension is called in Group order Priority.
DIL/DDI
ICD-G 601
01234 555789
1st
2nd
3rd
4th
1st Priority
201
202
206
Agents
208
If 201 is Busy or does not answer,
then 202 is called etc.
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
01234 555789
201
202
Agents
206
208
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
01234 555789
201
ICD-G 01-Queue
202
206
208
Queuing Time table 01
The call
Queues.
NB : If no Seq.1,
then calls is not
Queued
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.
The call is connected to the member Extension as soon as the extension becomes available.
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.
1
Incoming
Calls
N
6
5
Intercept Routing
4
3
2
2
3
1
ICD-Group Extensions
* 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.
Busy members = 2
DIL/DDI
ICD-G 601
01234 555789
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.
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
01234 555789
20s
201
(N/A)
20s
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.
206
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
01234 555789
ICD-G 601
Queue
1. Manual
Operation
201
202
Agents
2. Redirect
206
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
ICD-G 1
For
Premium
customer
VIP Call Mode;
Enable
VIP Call Mode;
Disable
6
1
1st. priority
ICD-G 2
For
General
customer
ICD-G 3
5
For
Special
customer
3
3rd. priority
VIP Call Mode;
Disable
ICD-G 4
4
For
General
customer
2
8
Waiting
7
Queue
3rd. priority
2nd. priority
Distribution Order
Ext.101, 102, 103 belong to
ICD Group 1, 2, 3, 4.
1
Ext.101
Ext.102
Ext.103
6
2
4
Group 1 Group 3
3
7
5
8
Group 2 and 4
This Chapter is now complete.
Go to Next Chapter.
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
Login
Login
201
202
208
Goes Home,
Leaves the group
temporarily, etc.
Starts receiving
calls.
Logout
208
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.
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.
While the Wrap-up timer is active, calls will not be sent to the extension.
Wrap up status control diagram
The Wrap-up time
expires.
Completing
a call
Wrap-up
1. Automatic Wrap-up
2. Press the Wrap-up
button
Making a report
Press the Wrap-up
button
Ready
Waiting for a call
Press the Wrap-up
button
Not Ready
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)
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
PT
Set C-FWD to outside
phones.
PT
V-PS1
V-PS2
This Chapter is now complete.
Go to Next Chapter.
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)
Supervisor LCD Display
(6-Line PT is required.)
ICD-Group Extension Status
- Log-in/Log-out status of each agent
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
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>
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.
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
This Chapter is now complete.
Go to Next Chapter.
Chapter 5
How to Program
5-1 Main Settings
Floating Extension Number, Distribution Method, etc.
Setup -> PBX Configuration -> 3.5.1 Group Settings
“Main” Tab
Floating Extension Number
FWD Mode, DND Mode
Call Waiting Distribution
COS
Floating extension number can be
assigned as DIL/DID destination.
Distribution Method
Tenant Number
5-2 Group Member Settings
Assign extension numbers to each ICD group.
Setup -> PBX Configuration -> 3.5.1 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.
Specify the delayed ringing setting.
Enter the extension numbers.
* Immediate / 1–6 Rings / No Ring
5-3 Overflow Queuing Busy
For when waiting calls exceed the waiting queue capacity.
Setup -> PBX Configuration -> 3.5.1 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
5-4 Overflow No Answer
For when the Overflow time expires.
Setup -> PBX Configuration -> 3.5.1 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
5-5 Queuing Time Table (Group Setting)
The queuing calls are handled by the Queuing Time Table.
Setup -> PBX Configuration -> 3.5.1 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
5-6 Miscellaneous (Group Setting)
Miscellaneous (of the Group Settings)
Setup -> PBX Configuration -> 3.5.1 Group Settings
“Miscellaneous” Tab
Extension No Answer
Redirection Time
No. of Unanswered Calls
for Automatic Log-out
Last Extension
Log-out
Maximum No. of
Busy Extension
VIP Call Mode
Programmed
Mailbox No.
Supervisor
Extension Number
5-7 Group Log / Group FWD
Group Log / Group FWD
Setup -> PBX Configuration -> 3.5.1 Group Settings
“Group Log / Group FWD” Tab
Incoming Call Log
Memory
Group FWD Call From
CO Setting
Group FWD Call From
Extension Setting
Group FWD Call From
CO Destination
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 -> 3.5.2 Queuing Time 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
Sequence 1
Send Message (OGM1) to the caller
Sequence 2
Wait 10 sec
Sequence 3
Send Message (OGM2) to the caller
Sequence 4
Repeat Send Message (OGM2)
Sequence 5
Setting for this sample
The call is connected to the member
extension as soon as the extension
becomes available.
5-9 Miscellaneous Settings
Related to all ICD Groups
Setup -> PBX Configuration -> 3.5.3 Miscellaneous
Call Log to ICD Group for Answered Call
ICD Group Key Mode
Longest Idle Distribution
Wrap-up Timer based on
5-10 DISA AA Destination Settings
For when using DISA AA for ICD Group (Call Centre function)
Setup -> PBX Configuration -> 5.3.2 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.
Thank you !
The END