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Calling Group Agent Activities
Answering
Calls
Inside and outside calls to the calling group come in on either
SA or ICOM buttons on multiline phones (see Chapter 2). An
incoming call rings one, two, or three times depending on
what kind of call it is:
Call Type
Inside
Inside transferred
Outside
Outside transferred
Each agent phone has its own extension number, which inside
callers can dial directly. If your company has direct inward
dialing lines, outside callers can also dial agent extensions
directly. (Ask your system manager about direct inward
dialing lines.)
Calls intended for specific agents ring in the same way as
calling group calls. Agents with MLX display phones can
identify calling group calls by the abbreviation GrpCl on the
display, but analog multiline telephone displays do not
distinguish calling group calls from other incoming calls.
5-2 Answering Calling Group Calls
Calling Group
Number of Rings
One
One
Two
Three
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