Group Features; Calling Groups - AT&T MERLIN LEGEND Release 3.1 System Manager's Manual

Features
Speed dial codes are helpful to people who have nondisplay telephones,
single-line telephones, and telephones with few line buttons. They are
also useful for entering account codes at MLX display telephones, where
the user can choose the Account Code feature from the display, or at
telephones with a programmed button for the Account Code feature.
A Last Number Dial button performs like the redial button available on
most home telephones and should be considered for most multiline
telephones in the system. Saved Number Dial is similar, but works as a
temporary Auto Dial button. Once a number is saved on it, it remains until
the feature is used again.

Group Features

Group features allow a programmed group of extensions to have a single
extension number. For many purposes, these groups are treated as a single
extension. Below, we discuss the uses of these groups.

Calling Groups

A calling group is created to receive calls when several people answer the
same type of calls and it is not important which person answers a call.
Examples are airline agents, customer service representatives, and
telemarketers who receive direct response calls from customers placing orders.
Calling groups of this type are usually monitored by a special type of operator, a
calling supervisor . When too many calls are waiting for a calling group, calls are
sent to an overflow receiver. In Release 4.0 and later systems, waiting calls can
be sent to the overflow receiver based how long callers have been waiting or
how many callers are waiting.
The system has numerous features and settings to support calling groups:
Hunt type determines whether calls go in a circular pattern to the first
available group member or whether all calls go to one group member
and only reach others when the first person is unavailable.
Extensions and supervisor positions can be programmed to log group
members in or out (automatically or manually) for the purpose of
receiving calls or stopping calls to the extension.
A Calls-In-Queue Alarm button on a phone alerts the user when too many
calls are waiting for the group.
A delay announcement device can be programmed to play a recording
that describes a delay to waiting callers. (Music On Hold can also
entertain waiting callers.)
Other extensions or an operator can provide coverage when all the group
members are unavailable and too many callers are waiting.
An extension can be assigned to receive messages for a calling group.
Features and Applications
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