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PCS 580 User Manual
Departments
PCS 580 User Manual V1.2/0411/1a
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Departments
Departments are a feature of the maximiser system that allows calls to be routed efficiently to a group of
Users by dialling one number either internally or externally.
The following describes the usage of your PCS 580 when Departments are used on your maximiser system.
Working as a member of a Department
Due to your role in your company you may have been placed in a Group on the maximiser system. For
example, if you are part of a Sales team you may be placed in a Sales Group, or part of a Reception team
or part of a Support team you may have been placed in a Group. The purpose of creating Groups on your
system is to ensure the efficient handling of incoming calls. For example, your company may wish to
ensure all incoming calls to Reception are shared among several colleagues to ensure the calls are
answered quickly, or may wish to ensure that support calls are shared equally among the Support team.
A Department determines the routing of a call to a Group and your System Administrator will inform you if
you will be receiving Department calls and how that Department is configured.
As a member of the Group there may be situations when you may wish to temporarily remove yourself
from the Group and therefore you will not receive Department calls. Please refer to the Group Log In
section from page 35 for further information.
Receiving a Department call
When you receive a call for a Department instead of your details being displayed Call Status will display the
Department name. This allows you to determine, before answering the call, whether you are receiving a
personal or Department call and allows you to answer the call in the correct manner.
These diagrams give examples of an internal and external call
to a Department.
Wrap Up Time
If a Wrap Up Time has been configured for the Department, at the end of the call you will not receive
another call until this time has elapsed. This will give you time for any administrative tasks, such as
updating a database, etc. You can override this Wrap Up Time by placing your phone off-hook and then
on-hook or by selecting the Wrap Up button .
During the Wrap Up time you can also put your User account into Do Not Disturb by pressing the DND
button
. (Please note that by setting DND you will not receive any calls on your phone. Calls to your
extension will be diverted to your Forward on Busy number, if set, or to your voicemail, if enabled, or will
receive busy. Department calls will follow the routing configured for the Department itself.)