Proirity Call Routing; Distinctive Ringing - Samsung Officeserv 7100 Technical Manual

OfficeServ 7100
TECHNICAL MANUAL
Hold recalls and transfer recalls to the covered stations will also recall to the
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covering station. The CC key will flash amber during transfer/hold recalls.
This feature is not supported over the network.
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MMC INFORMATION:
MMC 722/723 (set CC keys to keysets)
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MMC 502 (set CC RNG DLY timer, set on a per station basis)
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PROIRITY CALL ROUTING

This new feature allows certain calls queuing to station groups to be given a higher
priority over other calls already in the queue. This is a very useful enhancement to
customer service organizations. Business owners can offer improve customer service
and reduced hold time for their most preferred customers. An example of this is: Six
calls are holding in a queue. The seventh call arrives into queue. The DID information
from the telco identifies this caller as a preferred customer. This preferred customer has
been designated a higher priority. This customer will be removed from the seventh spot
in the queue and move to the first position in queue. Another example of how priority
call routing can be used is a call to the branch office is queued to a busy station group.
After a predetermined time, the call is overflowed from the branch office station group
to the main office. When the call arrives at the station group in the main office, it is
designated a higher priority because it has already been in queue at the branch office
for a long time. The higher priority overflow from the branch office is now move up in
the queue and answered immediately. The next available agent will receive the priority
call from the preferred customer. Priority routing can be assigned by the incoming DID
number, the Caller ID, or on a per trunk basis.
Notes:
Priority call routing is supported on analog and digital trunks.
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Priority routing can be set on each DID number or each Caller ID line or trunk port.
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From 1 to 9 priority levels can be set per call with 1 being the highest priority.
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Call priority can be set to station or station groups within the local node only.
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Priority calls can be set to normal or UCD groups, but not to VM/AA/MSG groups.
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The settings for priority call routing in MMC 759 will take precedence over distinctive
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ringing settings in MMC 419.

DISTINCTIVE RINGING

This existing feature has been enhanced to allow each stations or trunk to assign and
send a distinct ring tone to any station receiving the incoming call. When specified
trunks or stations are assigned to distinctive ring, a different audible tone and cadence
will be heard at the station receiving the incoming call. This will allow the receiving
station users to identify one incoming caller from another by the audible sound. An
example of how this may be used is the receptionist is answering many incoming calls
2.9.12
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PART 2 JANUARY 2009