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170 / Setting the distribution mode
Setting the distribution mode
There are three modes of call distribution:
•
Broadcast—rings each telephone in the group
simultaneously. Calls are handled one at a time, while
succeeding calls are queued. As soon as a call is picked up,
the call next in the queue is presented immediately to the
group.
•
In Broadcast mode, a single incoming call rings
simultaneously at all the telephones in a group. This way,
all receptionists in the group can share the load of
answering large volumes of calls. All telephones
automatically display the calling line identification
(CLID), if available. A familiar example is a fund-raising
campaign where a group of operators are waiting to take
each call as it comes in.
•
Sequential—starts the call at the first telephone in the
Hunt Group. Distribution is complete when the first idle
telephone is found. Simultaneous calls can be presented.
Distribution is order based.
•
In Sequential mode, you can program your top salesperson
to be the first member of the group to receive calls.
•
Rotary—the call starts at the telephone after the one
which answered the last call. Distribution is complete
when the next idle telephone has been found.
Simultaneous calls can be presented. Distribution is order
based.
•
In Rotary mode, you can ensure that all your helpline
people are receiving calls on an equal basis, rather than one
person receiving the majority of calls. The call rings at one
set at a time in a round robin fashion.
Modular ICS 7.1 System Coordinator Guide
N0130946 01
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