Avaya Business Communication Manager 5.0 - Configuration - Devices Instrukcja Użytkownika Pobierz pdf (Strona 29)

Device configuration overview 29

Nortel Business Communication Manager 5.0

Configuration — Devices

NN40170-500 02.04 Standard

August 2009

Use this feature to group your Contact Center operators so you can target

specific types of calls to specific groups. As well, you can define how calls

enter the group, so you can control workload based on operator requirements.

For more information, see Hunt group feature operation (page 223).

The following paths indicate where to configure hunt groups in Element

Manager and through

Telset Administration:

• Element Manager: Configuration > Telephony > Hunt Groups

• Telset interface: **CONFIG > System prgrming > Hunt GroupsDN for

incoming calls. The calls then are distributed to the member telephones.

Ring groups

If you set up call scheduling on the system, you can define groups of

telephones into ring groups. This allows you to specify schedules where Trunk

Answer can be used within the ring group to answer incoming calls, even on

telephones that do not have that line specifically assigned. You can also define

a second direct dial set for a ringing group.

Ring groups and Contact Centers

Refer to the Contact Center documentation for information about setting up

this feature.

System-Wide Call Appearance

The System-Wide Call Appearance (SWCA) feature enables you to park

incoming and outgoing calls on your BCM and, at the same time, provides call

appearance to a group of telephones. Using this feature frees the line used by

the call, and enables another user to pick up the call at any telephone that has

been assigned the same SWCA keys.

Attention: Your telephone must have a free intercom key to pick up SWCA

calls.

SWCA overview

Labelling your telephone keys provides identification about which code is

applied to which key. (See diagram below.)

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Avaya Business Communication Manager 5.0 - Configuration - Devices Instrukcja Użytkownika Strona 29