Avaya BCM 2.0 Programming Guide de l'utilisateur télécharger pdf (Page 174)

174 Configuring Enterprise Edge Services

Enterprise Edge 2.0 Programming Operations Guide P0911588 Issue 01

Setting the Distribution mode

There are three modes of call distribution:

• Broadcast—rings each set in the group simultaneously. Hunt group handles

calls one at a time; other calls put in a queue. As soon as you pick up a call, the

call next in the queue presents to the Hunt group without waiting for queue

time-out.

In Broadcast mode, a single incoming call rings simultaneously at all the sets in

a group. This way, all receptionists in the group share the load of answering

large volumes of calls. All sets automatically display the calling line

identification (CLID), if available. A familiar example is a fund-raising

campaign where a group of operators wait to take each call as it comes in.

• Linear—starts the call at the first set in the Hunt group and distribution is

complete when the first free set is found. All calls present simultaneously.

Distribution is order based.

In Linear mode, you can program your top salesperson to be the first member

of the Hunt group to receive incoming calls.

• Rotary—the call starts at the set after the one that answers the last call.

Distribution is complete when the next free set is found. Call can present

simultaneously. Distribution is order based.

In Rotary mode, you can ensure that all your helpline people receive calls on an

equal basis, rather than one person receiving the majority of calls. The call rings

at one set at a time in a round-robin fashion.

If a Hunt group has available members but nobody answers the call, the call routes

through the Hunt group list until either someone answers the call or the queue

time-out occurs. In the latter case, the call routes to the overflow position. Once a

call goes to the overflow position, it is no longer a Hunt group call.

To set the call distribution mode:

1. Choose Services, Telephony Services, Hunt groups.

2. Click a Hunt group (Hunt group 1-30).

3. Click a Mode value Linear, Rotary, Broadcast and press Enter.

Setting the hunt delay

Thissetting allows you to program the number of rings the system permits at a Hunt

group set before moving on to the next set in the Hunt group. This attribute appears

only if the distribution mode is set to Linear or Rotary. For more information, see

Setting the Distribution mode on page 174.

1. Choose Services, Telephony Services, Hunt Groups.

2. Click a Hunt group (Hunt group 1-30).

3. Click a Hunt Delay value 1 to 10 and press Enter.

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Avaya BCM 2.0 Programming Guide de l'utilisateur Page 174