Business Enabled Communications

Station Group

Contents•Station Group – Circular/Terminal/Longest Idle/Ring/Voice Mail – Station Group Announcement – Station Group Feature•Pick Up Group•Page Group•Command Conference Group – One way / Conference•PTT Group•Interphone Group•Pilot Hunt Group – Call Forward – Call Coverage

SYSTEM No of Group No. of Member Number

iPECS-MG 300 50 50 620 ~ 669

iPECS-MG 100 20 50 620 ~ 639

Station Group Capacity

Station Group Attributes

Station Group

In each group, Group type, Name, Tenant, Time table, Pick up option can be programmed. Max. 50 member can be assigned in a group.

GROUP 620 RING 04504629 (Help Desk)

•Group Assignment Max 50 members can be assigned in a group. •Group Type The following type can be selected. Terminal, Circular, Ring, Longest Idle, Voice Mail• Group Name This will be provided with LCD message when a member receive Group Ring.

• Tenant Number Tenant can be assigned to each group. A call to a group can be restricted according to Tenant Access (PGM 283).• Time Table IndexTime table can be assigned to each group. This is defined for the ring mode of forward destination.• Pick Up OptionGroup can be used as Pick up group with the following option (Disable, All Call, Internal, External)

Member can be assigned/deleted with Range/Individual Case

Group Assignment (PGM 200)

Station Group

CO LINE 2

CO LINE 1

STA101

STA103STA105

STA104

STA100 STA102

CO LINE 2

CO LINE 1

STA101

STA103STA105

STA104

STA100 STA102

An idle member of the hunt group is called when a call is received. If unavailable or unanswered, the call is routed to the next station in the group.

If the call is unanswered or unavailable, it is routed to the next listed station in the group.

STA101 answer

Circular (Round-robin search) Terminal (First-to-last search)

Station Group

CO LINE 1

STA101

STA103

STA104

STA105

STA100 STA102

CO LINE 2

CO LINE 3

CO LINE 1

STA100

STA101

STA102

STA103

STA104

STA105

Calls are routed to the station in the group that has been idle for the longest time.

All the stations in the group will receive ring for a call of station group when a call is received

Longest Idle Ring

Station Group

• Greeting ToneWhen a call is routed to a Station Group, Greeting Tone is played during Greeting Play Timer and repeated during repeat counter.

• Queuing/Second Queuing ToneIf all member of group is busy, Queuing Tone Is played and repeated during repeat counter. If Greeting/Queuing Timeout timer is expired, a call is routed to forward destination.

• Tone TypeNormal/Prompt/Announcement/Internal MOHExternal MOH/SLT MOH/ VMIB MOH

• CCR During AnnouncementCCR service can be provided during queuing announcement is played.

• MOH for Prompt/Annc.MOH can be provided during Repeat delay time.(INT/EXT/VMIB/SLT MOH)

Greeting/Queuing Tone (PGM 201)

Station Group

Queueing Tone Start Repeat Counteris finished.

Real Recording Time Delay Time

RBT/MOH

Queueing Tone Start

Queueing Tone

Greeting Tone Start Greeting Tone

Start

Repeat Counter or, Greeting Play Timer is expired.

Real Recording Time Delay Time

RBTGreeting Tone

Queueing Tone Start Repeat Counteris finished.

Real Recording Time Delay Time

RBT/MOH

Queueing Tone Start

2nd Queueing

Tone

Queueing Forward Timer

RBT

RBT/MOH

RBT/MOH

Greeting/Queuing Tone (Prompt & Announcement case)

Station Group

• Call In Greeting (Member Ring Start Time) -. In Greeting : Provide ring to member during Greeting. -. After Greeting: Provide ring to member after Greeting.• Max Queue Count It defines maximum queue count of each group.• Forward Type It defines forward type of group.1.Not Use – Call is routed to Error destination2.Unconditional – Call is directly routed to forward destination3.Queueing overflow – When Queue count overflows4.Queueing timeout – When Queueing timer expires.5.Queueing overflow or timeout – case 3 or 4

• Apply Time TypeIt defines the time to apply forward feature.(All/Day/Night/Timed)• Forward Destination It defines the destination to forward.• Wrap Up Timer A member does not receive the next call during this timer when he goes to idle state.• Member No-Answer Timer If a member doesn’t answer the call during this timer, it is routed to the next member.• Ring No-Answer Forward Timer If a member doesn’t answer the call during this timer, it is routed to the forward destination

Additional Attributes (PGM 202)

Station Group

2. When there’s no available member in group

1. When there’s an available member in group

Greeting Annc

Repeat Counter or, Greeting Play Timer is expired.

Real Recording Time Delay Time

Greeting Annc.

Repeated

RBTGreeting

Annc.

RingMember No answer Time

First idle member rings Next idle member rings

If Ring No Answer Forward timerexpires,

Queuing Annc

Repeat Counteris finished. Real Recording Time Delay Time

RBT/MOH

Queuing AnncRepeated

If Queuing Forward timerexpires,

Queuing

Annc.

RBT/MOH

RBT/MOH

Station Group Basic Flow

SYSTEM No of Group No. of Member

iPECS-MG 300 50 100

iPECS-MG 100 20 100

Pick Up Group allows to pick up the call among members.

• Pick Up Condition-. All Call Pick up is allowed about all call.-. Internal Call Pick up is allowed about internal call-. external Call Pick up is allowed about external call

SYSTEM Direct Pick Up Group Pick Up

iPECS-MG 300/100 7 + Station No. 566

• Feature Code

Group Capacity

Pick Up Group Attributes

Pick Up Group

SYSTEM No of Group No. of Member

iPECS-MG 300 30 50

iPECS-MG 100 15 50

• Operation1.Lift Handset.2.Dials Page zone feature code.3.Dials zone index. 4.Speaker of phones in zone goes open(ON) and Station A can announce the message. • Feature Code.

A station, which is allowed to access page feature, can speak to any or all the internal/external page zones.

STA101

STA103STA105

STA104

STA100 STA102

PAGE ZONE 1STA A

SYSTEM Internal Page External Page All Call Page

iPECS-MG 300/100 543 + Group No.(00: All group)

548 549

Dial Page Feature Code + Group No

Group Capacity

Page Group Attributes

Page Group

• PGM 134-Flex 2(Page Access) : Enable• PGM 151(Internal Zone Page Group Access) : Enable Group Access

SYSTEM No of Group No. of Member

iPECS-MG 300 10 12

iPECS-MG 100 10 12

• Command Page (One Way) Only the caller can make announcements (paging) to members of the Command Group.

• Command Conference (Both Way) A user can make conference calls with members of the Command Group

• Feature Code

Stations and external contacts (up to 12 members) can be arranged in groups so that a user may create a conference or paging with all members in the group through a single call.

Command Group Command Page Command Conference

iPECS-MG 300/100 581 + Group No. (00~10) 580 + Group No. (00~10)

Group Capacity

Command Group Attributes

Command Conference Group

• PGM 152(Command Group Access) : Enable Group Access

• On Hook Service1.On Hook – if a called party member goes to on-hook, he leave the conference 2.Recall – if a called party member goes to on-hook, he receives recall ring.• Busy Service (One-Way/Both-Way)1.Busy - if a member is busy, Command call is established without this member.2.Request Queuing – if a member is busy, Command call will queue to this member.3.Recover call – if a member is busy, Command call is established with a member in busy state and original call is disconnected.

PSTN

STA3001STA 3000

External1234567

Dial One Way or Conference Command Call Code + Group No (580 / 581 + 01)

ONE WAY COMMAND CALL

CONFERENCE COMMAND CALL

Group Attributes

Command Conference Group

SYSTEM No of Group No. of Member

iPECS-MG 300 10 50

iPECS-MG 100 10 50

•Log In1.Dial the {PTT Group Log-In/Out Feature Code}; the PTT Group status and registration will be displayed.2.Dial PTT Group No (0 – 9)

• Log Out1.Dial the {PTT Group Log-In/Out Feature Code}; the PTT Group status and registration will be displayed.2.Dial *

The user may log-in or log-out to one group, or to group 0 (all PTT group). Once logged in, the user may place or receive one-way page announcements to/from other users who are logged in to the same PTT group.

PTT Log-In/Out Feature Code 538

• Operation1.Press PTT button.2.SPK of All Log-In Station will be on.3.Press PTT button to stop the PTT.

Group Capacity

PTT Group Attributes

PTT Group

• PTT Button : PGM + Flex + 2(Fixed Key) + Select PTT + SAVE

To call a station using a simple, one-touch digit, Stations can be put into an Interphone Group. (up to 10 members). Call is available only between members.

SYSTEM No of Group No. of Member

iPECS-MG 300 10 10

iPECS-MG 100 10 10

• Operation1.Dial {Interphone Group Access} Feature code. 2.Dial one digit.

• Feature Code.

Interphone Group Access Feature

code

534

34501001

3450100934501005

34501006

34501000 34501002

Interphone Group

Make a Call with “534 + 0”

Make a Call with “534 + 6”

Group Capacity

Interphone Group Attributes

Interphone Group

SYSTEM No of Group No. of Member

iPECS-MG 300 50 20

iPECS-MG 100 20 20

• Pilot Hunt Call Forward If a call is routed to member of pilot hunt group, a call is automatically routed to forward destination according to RING MODE (Day/Night/Timed).

• Register Pilot Hunt Call Forward1.Dial {Forward Register Feature code}2.Select Call Forward Type. (Unconditional/Busy/No answer/Busy-No answer)3.Dial destination (Station or Station Group). • Cancel Pilot Hunt Call Forward1.Dial {Forward Cancel Feature code}• Feature Code.

SYSTEM Forward Register Forward Cancel

iPECS-MG 300/100 514 515

Group Capacity

Pilot Hunt Group – Call Forward

Pilot Hunt Group

• Pilot Hunt Call Coverage The member of Pilot Hunt Group can cover the call for other member.

• Busy Service1.Station can be programmed the busy service as Pilot Hunt. (Busy Tone/Camp-On/Call-Wait/Pilot Hunt)2.If he receives the call from Internal/external party, a call is routed to next member according to Service and Type.•Service : All Call / Intercom call / External Call•Type : Terminal /Circular

Pilot Hunt Group

CO LINE 1

STA101

STA103STA105

STA104

STA 100 STA102

CO LINE 2

Pilot Hunt Group – Call Coverage

Pilot Hunt Group

• PGM 131-Flex 5(Busy Service) : Pilot Hunt• PGM 134-Flex 6(Pilot Hunt Ring Assign) : Enable

Business Enabled Communications

Attendant Group

Contents•Attendant Group – Capacity

– Attributes

– Group Assignment

•Night Attendant Group – Capacity

– Attributes

– Group Assignment

SYSTEM No of Group No. of Attendant

iPECS-MG 300 9 (one per Tenant) 5

iPECS-MG 100 5 (one per Tenant) 5

Attendant Group Capacity

Attendant Group Attributes

Attendant Group

GROUP ATD RING 04504629 (Main ATD Group)

• Attendant Assignment Max 5 Attendants can be assigned in a tenant.• Group Type The following type can be selected. Terminal, Circular, Ring, Longest Idle, Ring• Group Name This will be provided with LCD message when a member receive Group Ring.

• CO Attendant NumberIf this number is assigned, system analyzes this number before it analyzes numbering plan/digit conv. table.

• Attendant Call by Station numberBasically, Attendant call is activated when a caller dialAttendant call code.But, if this is enabled, attendant call is activatedwhen a caller dials the number of attendant member.

Group Assignment (PGM 270, 271, 272)

Attendant Group

• ACCESS [PGM] + 0 + (1~9, *, #) • 1. SMDR Print/Delete• 2. Traffic Print/Delete• 3. COS / Password • 4. DATE / TIME / Wake Up• 5. Preselected Message• 6. VMIB Announcement Record/Listen• 7. User Program (Name/Language/Prepaid/Feature Cancel)• 8. Ring Mode Change/ Conference Room Monitor-Delete• 9. USB (Upgrade/ DB Up/Download)• * + #. Admin Programming• #. DECT Registration

Attendant Feature

Attendant Group

SYSTEM No of Group No. of Attendant

iPECS-MG 300 9 (based on tenant) 5

iPECS-MG 100 5 (based on tenant) 5

Night Attendant Group Capacity

Night Attendant Group Attributes

Attendant Group

• Night Attendant Assignment Max 5 Member can be assigned in a tenant.• Group Type The following type can be selected. Terminal, Circular, Ring, Longest Idle, Ring• OperationIn the following state, a attendant call is routed to night attendant Group1.All attendant goes to DND states.2.Ring mode of Tenant is Night mode.

CO LINE

STA110

CO LINE

STA101STA 100 STA102

Attendant Gr. Night ATD Gr.

STA111 STA101STA 100 STA102

Attendant Gr.

Group Assignment (PGM 275, 276, 277)

Attendant Group

Business Enabled Communications

ACD Group

Contents•ACD Group – Capacity & Attributes

– Status Service for Group Call

– Call Queuing & Forward Service

– Call Distribution by Agent Priority

– Agent State

•ACD Group Supervisor Function – Group Status Management

– Agent Management and Monitoring

– Group Call Traffic Analysis

SYSTEM No of Group Supervisor Agent Queuing Step Agent Priority

iPECS-MG 300 50 1 (Sub-Supervisor 3)

50 5 20

iPECS-MG 100 20 1 (Sub-Supervisor 3)

50 5 20

ACD Group Capacity

ACD Group Attributes (PGM 212 ~ 215)

ACD Group

Status Means Service

Normal General In-Service Status

Forward Forward Status 1. Forward (Unconditional)

Night Night time Status 1. Release2. Night Announcement Service3. Forward

Holiday Holiday time Status 1. Release2. Holiday Announcement Service3. Forward

ACD Group Status Service for ACD Group Call

ACD Group

• Forward Destination: Station / Station Group / Other ACD Group / Digits• Forward, Night, or Holiday, these kinds of status can be set manually by Administrator or Main Supervisor• Night, Holiday Status can be changed automatically by Auto Status Change Admin PGM212-Index5• In case of Announcement Service in Night, Holiday, assigned Announcement is played first and then the call is released

ACD Call Queuing & Forward Service

ACD Group

• Max Queuing Count Max 99 Group Call can be queued.• Queuing Announcement Service Max 5 Announcement can be served• Queuing Announcement Repeat Service Queuing Annc. can be rotated until repeat count

• Forward Service After Queuing Time 1. Call Release 2. Forward to registered destination

• 5 Step Queuing Announcement Can be defined • CCR Service

ACD Call Distribution by Agent Priority

ACD Group

- There are 20 levels as priories.- First higher priority group’s agents will receive the ACD call first. If there’s no idle agent, the next priority group’s agent will receive the ACD call.

Priority-1 Group

STA2004

STA2005STA 2003

Priority-2 Group

STA2007STA2008STA 2006

Priority-10 Group

STA2010STA2011STA 2009

ACD Group Call11

22

33

Web: ACD Agent State & Priority

Agent State

ACD Group

Log-Out State Ready State

Work State

DND State

DND Feature Code

DND Feature Code

After Grp. Callor Other Rules

After Work-Out Timer

Can Receive the Grp. Call

- Agent can has 4 states (Log-Out / Log-In Ready / Log-In Work / Log-In DND)- Supervisors can check and change agent’s state

Group Status Management (Station Web of Main Supervisor)

ACD Group Supervisor Function

- Main Supervisor can check and change Group Status (Normal / Forward / Night / Holiday)- Main Supervisor can make rules how to handle the ACD Call in each Group Status

- Main Supervisor can manage Group Status with Specific Feature Code [ACD Supervisor Group Call Forward] [ACD Supervisor Group Night Mode] [ACD Supervisor Group Holiday Mode]

- Main Supervisor can manage the Group Status by his Station Web Program

Station Web Program

of Main-Supervisor

Agent Management and Monitoring

ACD Group Supervisor Function

- Supervisors can change Agent State (Log-Out / Log-In Ready / Log-In Work / Log-In DND)- Supervisor can answer the Queued Group Call- Supervisor can monitor the agent’s conversation

-Supervisor’s Specific Feature Code for Agent Management [ACD Supervisor Agent State Check] / [ACD Supervisor Queued Call Answer] / [ACD Supervisor Silent Monitor]

- Supervisor can manage Agent State by the Station Web Program

Station Web Program

of Main-Supervisor

Group Call Traffic Analysis

ACD Group Supervisor Function

- ACD Group Call Traffic information is saved automatically- Supervisors can check and delete Group Call Traffic information- Supervisor also can check each agent’s Call Traffic information

- Supervisor’s Specific Feature Code for Traffic Information [ACD Supervisor Traffic Check]

- Supervisor can manage Group or Agent Call Traffic by his Station Web Program

Station Web Program

of Supervisor