Queuing Feature - Panasonic KX-TDA50 Features Manual

[G-DN Button for Group Call Waiting]
Group Call Waiting works differently depending on the assigned Group Call Waiting Distribution
method, as follows:
a)
Ring: All busy extensions hear a call waiting tone simultaneously for the first incoming call,
even if they do not have a Group Directory Number (G-DN) button. Additional calls are placed
in the queue upon arrival.
b)
UCD/Priority Hunting: A call waiting tone is heard and an idle G-DN button flashes on an
agent's telephone, according to the group's distribution method (UCD or Priority Hunting). As
calls continue to arrive, they will be received on G-DN buttons until every G-DN button on
every agent's telephone is occupied, after which additional calls will be placed in the queue,
as shown in the figure below.
Note that if an extension's G-DN buttons for a certain group are completely occupied, the
Group Call Waiting for the group will not work at that extension.
3.
No Reply Redirection (UCD or Priority Hunting Method)
If a call received at an agent's extension is not answered within a preprogrammed time period (No
Answer time), the call will be redirected to the next agent according to the group's distribution method.
If there is no available agent, the call waits until one becomes available.
Conditions
• FWD/DND Extension
Although members of an ICD group can set Call Forwarding (FWD) or Do Not Disturb (DND) for their
extensions, each group can be programmed to ignore these settings, in which case the extensions will
ring. (→ 1.3.1 Call Forwarding (FWD)/Do Not Disturb (DND))
• Group Call Waiting cannot be used simultaneously with VIP Call (→ 1.2.2.4 VIP Call) and/or Wrap-up
(→ 1.2.2.6 Log-in/Log-out), as Call Waiting must be turned off in order for VIP Call or Wrap-up to
function.
1.2.2.3

Queuing Feature

Description
When a preprogrammed number of extensions (→ Maximum Number of Agents [632]) in an incoming call
distribution (ICD) group are busy, additional calls can be placed in a queue as they arrive. Once a
preprogrammed number of calls are waiting in the queue (→ Queuing Call Capacity [628]), additional calls
will be directed to the group's overflow destination (→ 1.2.2.5 Overflow Feature). While calls are waiting in
ICD Group 1
3
2
ICD Group 2
1
G-DN Button for ICD Group 1 (Call Waiting)
G-DN Button for ICD Group 1 (Call Waiting)
G-DN Button for ICD Group 2 (Answering the Call)
1.2 Receiving Group Features
Feature Guide 37