Departments; Working As A Member Of A Department; Receiving A Department Call - Splicecom PCS 542 User Manual

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PCS 542 User Manual

Departments

Departments are a feature of the maximiser system that allows calls to be routed efficiently to a
group of Users by dialling one number either internally or externally.
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Working as a member of a Department

Due to your role in your company you may have been placed in a Group on the maximiser system.
For example, if you are part of a Sales team you may be placed in a Sales Group, or part of a
Reception team or part of a Support team you may have been placed in a Group. The purpose of
creating Groups on your system is to ensure the efficient handling of incoming calls. For example,
you may wish to ensure all incoming calls to Reception are shared among several colleagues to
guarantee the calls are answered quickly, or you may wish to ensure that support calls are shared
equally among the Support team.
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A Department determines the routing of a call to a Group and your System Administrator will inform
you if you will be receiving Department calls and how that Department is configured.
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Receiving a Department call

When you receive a call for a Department, instead of your details being displayed, Call Status will
display the Department name. This allows you to determine, before answering the call, whether you
are receiving a personal or Department call and allows you to answer the call in the correct manner.
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Personal Call
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Reject!
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Jim Dunning!
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Extn10134!
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00:02
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Wrap Up Time
If a Wrap Up Time has been configured for the Department, at the end of the call the Wrap Up
screen will be displayed and you will not receive another call until this time has elapsed. This will
give you time for any administrative tasks, such as updating a database etc.
The amount of wrap up time remaining is displayed in the middle of the wrap-up screen.
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You can override this Wrap Up Time by selecting the context sensitive key beside Wrap Up or by
placing your phone off-hook and then on-hook.
If you need more time you can select the context sensitive button beside DND to turn on Do Not
Disturb. To turn this off, when you are finished, please refer to the Do Not Disturb section from
page 41.
(If you are an Agent within a Vision Call Centre the Wrap Up screen will not display Completion
Codes as these will appear on Navigate for you to select. Please refer to your System Administrator
for further details.)
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Departments
PCS 542 User Manual Version 3.3/0714/1
Wrap Up 00:20
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Department Call
Reject!
09123287776!
Splice Sales!
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