Built-In Small Call Center Features - Panasonic KX-TDA100 Features Manual

Built-in Small Call Center Features

Extensions can form an incoming call distribution (ICD) group and be used as a small call center which can
take advantage of several features, some of which are highlighted below.
(→ 1.2.2 Incoming Call Distribution (ICD) Group Features)
Queuing
When all available extensions in an ICD group are busy, additional calls can be placed in a queue as
they arrive. While calls are waiting in the queue, callers can hear background music (BGM), an outgoing
message (OGM), etc.
(→ 1.2.2.3 Queuing Feature)
Log-in/Log-out
Members of an ICD group can log-in to or log-out of a group manually. Group members can log-in at
the beginning of a work shift, and log-out at the end of the day. While logged-in, ICD group members
can be allotted a specified amount of time after completing a call during which new calls will not be
received by their extensions, allowing them to finish any necessary paperwork before being eligible to
receive new calls (Wrap-up).
(→ 1.2.2.6 Log-in/Log-out)
VIP Call
The VIP Call feature is one method of making sure that calls from preferred customers or callers are
answered quickly. When using VIP Call mode, ICD groups are assigned a priority, allowing calls in
higher-priority groups to be answered before calls in lower-priority groups.
(→ 1.2.2.4 VIP Call)
Computer Telephony Integration (CTI) Features
Computers can be connected to the Hybrid-IP PBX to provide extension users with access to advanced
features such as pop-up display of caller information, computer-based speed dialing, etc.
(→ 1.29.1 Computer Telephony Integration (CTI))
PC Phone/PC Console
These Panasonic CTI applications can be used on computers connected to each extension, providing
their respective extension users with powerful and flexible call handling and display features.
Third Party CTI Applications
The Hybrid IP-PBX supports industry standard protocols, allowing third-party CTI applications to be
integrated with the PBX and its extensions.
Voice Mail Features
A Voice Processing System (VPS) can be connected to the Hybrid IP-PBX to provide Voice Mail (VM) and
Automated Attendant (AA) services. A Panasonic VPS which supports DPT (Digital) Integration can be
connected to the Hybrid IP-PBX effortlessly and with minimal setup required. Conventional DTMF (analog)
voice mail systems, including those from other manufacturers, are also supported.
(→ 1.21.1 Voice Mail (VM) Group)
Portable Station (PS) Features
A Panasonic PS can be used in place of a PT to provide wireless access to PBX features and call handling.
When in Wireless XDP Parallel Mode, a PS can share an extension number with a wired telephone, allowing
extension users to use their PSs when they are away from their desks to answer or make calls as if they
were using their wired telephones.
(→ 1.22 Portable Station (PS) Features)
4 Feature Guide