Panasonic KX- TAW848, Features Manual

Page: 35 / 584

1.2 Receiving Group Features
Feature Guide 35
1.2.2.4 VIP Call
Description
Incoming call distribution (ICD) group can be assigned a priority, allowing calls in higher-priority groups (VIP
calls) to be answered before calls in lower-priority groups.
To use VIP Call mode, it must first be enabled for at least one ICD group. Once it has been enabled, the
priority of each group's calls is determined by its group number (lower-numbered groups have higher
priority) and this priority affects which calls get directed to agents first. When an extension belongs to more
than one group and it becomes idle, the next call it receives will be from the group with the highest priority
of the groups it belongs to.
VIP Call mode is only useful in situations where extensions belong to multiple ICD groups. Also note that
when VIP Call mode is disabled for two or more groups, calls to these groups are distributed evenly in arrival
order.
In the example below, the three extensions are members of ICD groups 1 through 4. VIP Call mode is
enabled for groups 1 and 3. Because group 1 is a lower-numbered group than 3, its calls will be answered
first. Group 3 calls will be answered next, and groups 2 and 4, which do not have VIP Call mode enabled,
are treated as equals. Calls from these two groups will be answered in arrival order after calls received by
groups 1 and 3 are answered.
Extn.
101 Extn.
102 Extn.
103
Calls have been distributed by DIL/CLI distribution.
(The circled numbers indicate the arrival order of the calls. )
Calls have been distributed by DIL/CLI distribution.
(The circled numbers indicate the arrival order of the calls. )
1st
Priority
2nd
Priority
3rd
Priority
1
6
ICD Group 1
(for VIPs)
3
5
ICD Group 2
(for general customers)
Distribution order:
From: Group 1 Group 3 Groups 2 and 4
1 6 2 4 3 7
3rd
Priority
5 8
4
2
ICD Group 3
(for special
customers)
ICD Group 4
(for general customers)
7
8