Group Calling Feature

Description

Group Calling is used to direct incoming calls to a specific group of telephones (a calling group). A calling group is a team of individuals who answer and handle the same kinds of calls—for example, high-volume work groups such as sales, service, marketing, repair, and technical support. Also, fax machines that receive a large number of fax messages can be placed in a calling group to allow multiple calls to be sent.

Through Group Calling, all members in the calling group are assigned to a single extension number. Specific lines/trunks can be assigned to ring directly into the calling group so that outside callers can dial a published telephone number to reach the group, bypassing the operator.

All members of a calling group must be connected to the same local system. A calling group may have a single non-local member that is defined under the Uniform Dial Plan as existing on another EXPRESSO Communications System connected by a tandem trunk to the local system. A calling group can have a single non-local member or several local extensions. The same calling group cannot have both local members and a non-local member.

A calling group containing a single non-local member can be used for most of the same purposes as a calling group containing only local extensions.

Individual calling group member extensions are assigned an extension number, allowing a group member to receive calls as an individual and as a group member. Outside calls that come into a calling group are usually not intended for a particular group member and can be handled by any member. Inside callers, however, can reach a specific calling group member by dialing the individual extension number assigned to the member.

The information in the remainder of the "Group Calling" topic applies primarily to calling groups with local members. Refer to the Network Reference for detailed information about calling groups with a single non-local member.


Topics
  Description
 
  Incoming Calls
Call Handling
At a Glance
Calling Group Options
 
  Queue Control
Calling Group Supervisor Position
Hunt Type
Calling Group Priority & Support Calling Groups
Delay Announcements
Message - Waiting Receiver
Calls-in-Queue Alarm Threshold
Overflow Threshold
Overflow Threshold Time
Prompt-Based Overflow
Overflow Receiver
Calling Group Overflow Receiver
QCC Queue Overflow Receiver
Calling Group Type
Using Alarm Thresholds to Monitor the Effectiveness of Delay Announcements
Considerations & Constraints
 
  Priority Queueing Considerations
  Mode Differences
Telephone Differences
 
  Direct Line Consoles
Direct Station Selector
Queued Call Consoles
Other Multiline Telephones
Single-Line Telephones
Feature Interactions