Department Calling; Overflow Routing; Did And Overflow Routing - NEC UNIVERGE SV9100 Features And Specifications

Department Calling

Description
With Department Calling, an extension user can call an idle extension in a programmed Department
Group (64 Department Groups available) by dialing the group pilot number. For example, this would let a
caller dial the Sales department just by knowing the Sales department pilot number. The caller does not
have to know any Sales department extension number.
Two types of routing are available with Department Calling: Priority Routing and Circular Routing. With
Priority Routing, an incoming call routes to the highest priority extensions first. Lower priority extensions
ring only if all higher priority extensions are busy. With Circular Routing, each call rings a new extension.

Overflow Routing

Department Calling also provides overflow routing for extensions in the group. If a user directly dials a
busy extension in a Department Group, the system can optionally route the call to the first available
group member. The system follows Program 22-15-01~22-15-07 for playing the periodic VRS message.
Department Calling also allows each Department group to transfer calls to a predefined Speed dial bin
(Program 24-05-01) immediately or after a Delayed time (Program 24-02-08). Internal and transferred
calls are not supported for Delayed transfer.

DID and Overflow Routing

Three types of Overflow are supported for DID calls:
Immediate Transfer:
This feature can be enabled or disabled by using a (58) key programmed in Program 15-07. It can
also be done by using the service codes in Program 11-11-25 (set) and Program 11-11-26 (cancel).
When this feature is activated, any DID calls pointed directly to the Pilot Number go immediately to
the transfer destination and do not ring anyone in the group. To set up the destination you use
Program 24-05 and Program 13-04. Once these programs are set, the access code assigned in
Program 11-11-27 can be used to change the destination as needed.
Delay:
This feature can be enabled or disabled by using a (59) key programmed in Program 15-07. It can
also be done by using service codes assigned in Program 11-11-28 (set) and Program 11-11-29
(cancel). When this feature is activated, any DID call pointed directly to the Pilot follows one of the
two patterns:
If all available members are busy or logged out, the call goes immediately to the transfer destination.
If agents are logged in and not busy, the call comes in and hunts through the idle members until the time
in Program 24-02-08 expires. Once this time expires, the call is routed to the transfer destination
assigned in Program 24-05 and Program 13-04. After these programs are assigned, the access code
assigned in Program 11-11-27 can be used to change the destination as needed.
DND:
This feature can be enabled by using a (60) key programmed in Program 15-07 or by using service
codes assigned in Program 11-11-30 (set) and Program 11-11-31 (cancel). When this feature is
activated any DID pointed directly to the Pilot gets a busy tone and the call does not route.
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