User manual
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ELEPHONY FEATURES
Management (CMG) application suite and hard consoles (OPIs) can still
be used.
Calls are distributed among the active attendants. If there are no free
attendants available, the calls are placed in queue. A queued call is
distributed as soon as an attendant is available.
The attendant functionality is provided by a separate server, the Aastra
Connectivity Server (ACS). The ACS is connected with SIP to the
MX-ONE Telephony System. The ACS provides queuing and call distri-
bution. The use of ACS and SIP connection makes it possible to offer
InAttend also to customers with PBXs from different vendors, who still
want a uniform attendant functionality.
For more information about NOW and ACS/InAttend, see the respective
user manual for NOW and ACS.
4.3 Group Features
Users can be grouped into different types of work groups. The users
connected to a specific work group can use a number of group related
features, such as the ability to pick up calls to other extensions in the
group or use a common number.
For more information, see the description for EXTENSION GROUPS.
4.3.1 Group Call Pick-Up
The feature group call pick-up makes it possible for a member of a
predefined group to pick up a call to any other member in the group when
an incoming call is made to that member's extension.
Calls to one extension in a group can be answered by any group
member. Each group can have four alternative answering groups and, if
there are no calls to members in the group, calls to the alternative groups
are answered with the same procedure.
4.3.2 Group Hunting
It is possible to form groups of users that work with similar tasks like help
desks, information centers, and so on. Such groups are called with a
common number. Incoming calls are routed to a free extension in the
group, either with sequential hunting or evenly distributed.
If there are no free extensions, the call is queued to the group.
All extensions in a group keep their own private number and class of
service. An extension can be a member of several hunting groups. An