Splicecom S8000/718 Installation & Maintenance Manual page 155

Installation and Maintenance Manual
d Manual – this option will allow Vision or third party call centre applications to control when
calls will be presented to an agent.
9 Select Apply
10 Select the Telephony page, in the Max
Ring before Alternate Distribution field
enter the number of seconds to elapse
before the unanswered call is
presented to the Alternate Distribution
Group.
Please note:
If the Distribution Group Mode is set to All this will be the amount of time the call will ring on
all extensions simultaneously before being passed to the Alternate Distribution Group.
If the Distribution Group Mode is set to Rotary or Sequential this will be the amount of time
the call will ring round the Group before being passed to the Alternate Distribution Group.
Therefore if the Group contains two members, the No Answer Time is set to 10 seconds and
the Max Ring before Alternate Distribution field is set to 30 seconds, the call will ring on the
first extension for 10 seconds, on the second for 10 seconds, back to the first for 10 seconds
and then be passed to the Alternate Distribution Group.
If the Distribution Skip on No Targets field is enabled this field will be ignored when all
members of the Distribution Group are busy.
11 Select Update or Apply when ready
Please note:
It is highly recommended that if an Alternate Distribution Group is used that an Alternate Distribution
Group 2 is also configured as described below. Both fields can contain the same Group.
Comfort announcements can be played to the caller while waiting for the call to be answered.
Please refer to page 241 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 Max No Answer Time before voicemail field.
Please refer to the Voicemail for a Department section from page 233 for further details.
These settings can also be viewed within Manager Assist>Configuration Aids> Departments – Display
and Highlight Issues.
Using an Alternate Distribution Group 2
If the members of the Alternate Distribution Group are unavailable to take a call it can then pass to the
Alternate Distribution Group 2. The Max Ring Time Before Alternate Distribution 2 field determines how
long the call will ring round the Alternate Distribution Group without being answered before being
passed to the Alternate Distribution Group 2. The Alternate Distribution Mode 2 will determine how the
calls will be presented to the Alternate Distribution Group 2.
1 In Manager select Departments
2 A list of the current Departments are displayed
3 Select the Department required
4 Select the Distribution page
5 Select the Alternate Distribution Skip On No Targets check box if a call is to be presented
immediately to the Alternate Distribution Group 2 when all members of the Alternate Distribution
Group are busy. Only used with the Rotary and Sequential Alternate Distribution modes.
Configuring system functionality
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