Panasonic KX-NCP500, Feature Manual

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Queuing Time
Table No.
Sequence
*1
Sequence 01 Sequence 02 Sequence 03 Sequence 04 ...
: : : : : :
*1
®
5.14 [3-5-2] Incoming Call Distribution Group—Queuing Time Table— Queuing Sequence—Sequence 01–16
®
[631] Sequences in Queuing Time Table
*2
If a call has not reached a destination by the time the final sequence is completed, the call will be disconnected.
Explanation for Queuing Time Table 01:
Sequence 02
Queuing Time Table 01
OGM 01 is played.
Thank you for
calling Panasonic.
All of our agents are
currently handling
other calls. Please
hold the line. We
will answer your call
shortly.
Sequence 01
Music on Hold
is played for
30 seconds.
Sequence 04
The call is
redirected to
the overflow
destination.
The call is
answered
by the
overflow
destination.
The call
enters
the queue.
The call is connected to an agent as
soon as one becomes available.
OGM 03 is played.
Sequence 03
We are sorry to
keep you holding.
All of our agents
are still handling
other calls. We
are transferring
you to the
Exit from Queuing
If DISA Automated Attendant settings (
®
4.1.8 DISA (Direct Inward System Access)—DISA Built-in Automated
Attendant Number (DISA AA Service)) are assigned to an OGM used in the Queuing Time Table, the caller
can dial a digit while listening to the OGM and be redirected to the destination assigned to that digit.
For example, programming the VM group floating extension number as DISA AA number 1 for an OGM allows
a caller to be redirected to voice mail:
(OGM) "Thank you for calling. The department you are calling is busy. Please hold, or press 1 to leave a voice
message."
If the caller presses 1 while the OGM is playing, she will be redirected to voice mail where she can leave a
voice message.
Conditions
•
If the call is transferred to the incoming call distribution group and is handled by the Queuing Time
Table:
Transfer Recall will not occur even if the Transfer Recall time expires.
•
Manual Queue Redirection
It is possible to redirect the longest waiting call in a queue to the overflow destination by pressing the
Hurry-up button. (If the call is already ringing at an extension, it will not be redirected.)
This feature is also known as Hurry-up Transfer.
•
Hurry-up Button
A flexible button can be customized as the Hurry-up button. The number of calls queuing before Manual
Queue Redirection may be performed is programmable. The button shows the current status as follows:
Light Pattern Calls in the Waiting Queue
Off No queued call
164 Feature Manual Document Version 2013-05
9.1.6 ICD Group Features—Queuing