A Department has three modes – In Hours, Out of Hours and Timed. When the In Hours mode is selected the Department is operational. However the Department can be placed into Out Of Hours mode when members of the Distribution Group are unavailable to take the calls.
A Dial Plan entry is used to place a Department into Out of Hours mode.
1 Create two Dial Plan entries similar to the following examples:
Please refer to page 74 for further information on how to work with Dial Plans.
2 On dialling, eg *90, the Department will be placed into Out of Hours mode.
3 On dialling, eg *91, the Department will be placed into In Hours mode.
A Time Plan can be used to specify the exact hours the Department will be operational as follows:
1 From the Management Information list select Time Plans 2 Click on Add
3 Enter a Name using alphanumeric characters only and enter a Description if required 4 Select Submit
5 From the Time Plan List select the new Time Plan
6 In the Start Day of Week list box select the day the Time Plan is to start 7 In the Start Time field enter the time each day the Time Plan is to start 8 In the End Day of Week list box select the day the Time Plan is to end 9 In the End Time field enter the time each day the Time Plan is to end 10 Submit the entry
11 Submit to finish
Please refer to page 99 for further information on working with Time Plans.
12 From the Management information list select Departments. A list of the current Departments are displayed
13 Select the Department required 14 From the Mode list box select Timed
15 Beside the In Hours Time Plan field select Change and select the Time Plan created above from the list
16 Select Submit to finish
A Dial Plan entry can also be used to place a Department into Timed mode as per the following example:
Viewing a Department’s Mode
The Mode field within a Department’s configuration form will display the Mode currently being used by the Department.
1 From the Management Information list select Departments. A list of the current Departments are displayed
2 Select the Department required
3 The Mode field will display either In Hours, Out of Hours or Timed.
Out of Hours Distribution Group
When a Department is in Out of Hours mode or using Time mode and is outside of its operational hours, calls can be presented to an alternative Group. In this situation an Out of Hours Distribution Group and Out of Hours Distribution Mode is selected.
1 From the Management Information list select Departments. A list of the current Departments are displayed
2 Select the Department required 3 Select the Distribution tab
4 Beside the Out of Hours Distribution Group field click on Change
5 Select the Group required and this will be displayed in the Out of Hours Distribution Group field
6 From the Out of Hours Distribution Mode list box select the method to be used to distribute the calls to the Out of Hours Distribution Group:
a. All – all members of the Group are presented with the call simultaneously. This mode will allow you to reject a call (using a PCS) without it coming back a few seconds later.
b. Rotary – the call will be presented to the member of the Group with the highest Order number, then to the User with the next highest number and so on.
c. Sequential – same as Rotary however subsequent calls will presented to the next User in the Group after the User who was last presented with a call.
d. Manual – this option will allow third party call centre applications to control when calls will be presented to an agent.
7 Select Submit to finish Please note:
- Comfort announcements can be played to the caller while waiting for the call to be answered.
Please refer to page 153 for further information.
- If the Max Number of Active Calls before Busy entry has been exceeded the caller will be given busy.
- Calls will pass to voicemail after the time entered in the Out of Hours Max No Answer Time before voicemail field. Please refer to page 148 for further details.
Using an Information URL
If a member of a Department is using a PCS a web page can be displayed when a call is made to and/or received for a Department. This could be a page stored on the internal web server
(please refer to page 132 for further details), the customer’s intranet or accessed externally if an Internet connection is available.
1 From the Management Information list select Departments 2 From the Department list select the Department required.
3 In the Information URL field enter the path to the web page to be displayed, eg www.splicecom.com or http://192.168.0.1/sales.php
4 From the AutoDisplay URL list box select one of the following:
d) NoAction – the web page is not automatically displayed on a PCS when is call is made to and/or received for the Department. However the web page can be viewed via the Information icon on the handset.
e) On Ring – the web page will display on the PCS when a call for this department is ringing
f) On Connect – the web page will display on the PCS once a call to this department has been answered.
5 From the AutoURL Direction list box select one of the following:
d) Bothway – the web page will be displayed on the PCS making the call and on the PCS receiving the call for this Department
e) Incoming – the web page will only be displayed on the PCS receiving the call for this Department
f) Outgoing – the web page will only be displayed on the PCS making the call to this Department
6 Select Submit when finished