Group Calling - AT&T MERLIN LEGEND Key System Planning

Features

Group Calling

See "Extension Status" Instructions later
in this chapter.
See "System Renumbering" in Chapter 2
for more on reassigning extension
numbers.
4-14
Group Assigned Features
Group Calling allows you to group the telephones of people (such as ticketing
agents) who all handle the same type of call. Through the Group Calling feature
all telephones in the group are assigned to a single extension number that is
used by both inside and outside callers to reach the group. The individual
extension numbers of the telephones are still used by callers who need to reach
a specific member of the calling group.
Note: The Extension Status must be set for the Group Calling/CMS configuration
in order for calling groups to be available.
Calls to the single extension number are distributed among the group members
in a circular pattern. The system hunts for the first available telephone, starting
with the one that received the last call. If no group member telephone is
available, calls are held in a queue and the caller can be given a recorded
announcement explaining the delay.
Group members make themselves available to take calls by logging in and
unavailable to take calls by logging out using a programmed button or dialing a
code. Calls for the group are received at the telephone only when the group
member is logged in and is not busy on the telephone.
Calls to group members ring on Intercom Voice or Intercom Ring buttons. if the
call is not answered within 30 seconds, the call is sent to another member or
back to the queue. The system automatically logs out the unanswered telephone
and makes it unavailable for subsequent calls until the group member logs in.
Assign Group Calling for people who handle the same type of incoming calls.
Sales representatives, service representatives, and ticketing agents are good
candidates.
Assign up to 32 calling groups with up to 20 members per group. Each
telephone user can be a member of only one calling group.
Designate particular lines to ring directly into a calling group. Incoming calls
on a given line can be directed to only one calling group.
If you are using the MERLIN Attendant or another voice messaging system,
reserve one or more calling groups for that feature.
The system automatically reserves extension numbers 770–791 and 7920–7929
for calling groups. (These may be changed.) If operators with DSSs need one-
touch use of Group Calling, renumber to extensions that fall within the Page
button ranges.