Built-in Small Call Centre Features
An incoming call distribution (ICD) group can be used as a small call centre with the following features:
When a preprogrammed number of extensions in an ICD group are busy, additional incoming calls
can wait in a queue. While callers are waiting in the queue, they can be sent an outgoing message
(OGM) informing the caller of the current situation, or be redirected to another destination or
disconnected depending on the amount of time the caller has been waiting.
ICD group members can join (Log-in) or leave (Log-out) their groups manually. After a call is
completed, a preprogrammed time period where users will not receive calls can be assigned
(Wrap-up). This gives time for users to make reports about the previous call without be interrupted
or allows users to not receive calls while they are taking a break.
The VIP Call feature is one method of making sure that calls from preferred customers or callers
are answered quickly. When using VIP Call mode, ICD groups are assigned a priority, allowing calls
in higher-priority groups to be answered before calls in lower-priority groups.
This PBX has several features allowing it to be used effectively and efficiently in a hotel-type
environment. These features allow extensions assigned as hotel operators to change and monitor the
room status of guest rooms, check or set wake-up calls, and print out records of guest charges.
1.1 System Highlights