This feature permits the use of Recorded Announcement Devices (RAD) and uniform call distribution to hunt groups.
ANSWER PLUS - MITEL Call Distribution (MCD) is designed to manage high call volume (traffic) with the power and performance needed to ensure satisfaction in the most demanding environments. For maximum efficiency, display telephones are recommended for ANSWER PLUS - MCD agents. Each set is programmed with special displays and softkeys. The displays provide call status and progress messages; the softkeys give single button selection of ANSWER PLUS - MCD features.
The ANSWER PLUS - MITEL Call Distribution (MCD) feature supplies recorded announcements and alternate answer points to any incoming call. The following list of examples show the flexibility of MCD combined with RADs and call rerouting:
RAD 1 - The directory number of the RAD containing the first announcement given to callers when members of the hunt group are busy, in Make Busy mode, or fail to answer the call. A Class of Service option designates a device as a RAD. A Class of Service timer determines how long the call listens to ringback while waiting for the first announcement.
RAD 2 - The directory number of the RAD containing the second announcement given to callers. Class of Service timers determine the interval between announcements.
Night RAD - The directory number of the RAD containing the announcement given to callers if all members of the hunt group, or the hunt group itself, is in Do Not Disturb mode.
Priority - Hunt groups support up to 64 priority levels for answering incoming calls. If the agent is in more than one group, the priority of the hunt group determines which call arrives at the agent first.
Typical MCD applications often include airline reservation offices, telephone order desks for department stores, and customer service departments for cable companies. In all cases, the caller is attempting to reach an individual who can supply a service, answer a question, take a reservation, or accept a purchase order.
