1.2 Receiving Group Features34 Feature Guide1.2.2.4 VIP CallDescriptionIncoming call distribution (ICD) group can be assigned a priority, allowing calls in higher-prioritygroups (VIP calls) to be answered before calls in lower-priority groups.To use VIP Call mode, it must first be enabled for at least one ICD group. Once it has beenenabled, the priority of each group’s calls is determined by its group number (lower-numberedgroups have higher priority) and this priority affects which calls get directed to agents first.When an extension belongs to more than one group and it becomes idle, the next call itreceives will be from the group with the highest priority of the groups it belongs to.VIP Call mode is only useful in situations where extensions belong to multiple ICD groups. Alsonote that when VIP Call mode is disabled for two or more groups, calls to these groups aredistributed evenly in arrival order.In the example below, the three extensions are members of ICD groups 1 through 4. VIP Callmode is enabled for groups 1 and 3. Because group 1 is a lower-numbered group than 3, itscalls will be answered first. Group 3 calls will be answered next, and groups 2 and 4, which donot have VIP Call mode enabled, are treated as equals. Calls from these two groups will beanswered in arrival order after calls received by groups 1 and 3 are answered.Conditions• Group Call Waiting ( 1.2.2.2 Group Call Distribution) cannot be used simultaneouslywith VIP Call. Even if VIP Call mode is enabled, it will not function when group extensionsExtn.101Extn.102Extn.103Calls have been distributed by DIL/CLI distribution.(The circled numbers indicate the arrival order of the calls. )Calls have been distributed by DIL/CLI distribution.(The circled numbers indicate the arrival order of the calls. )1stPriority2ndPriority3rdPriority16ICD Group 1(for VIPs)35ICD Group 2(for general customers)Distribution order:From: Group 1 Group 3 Groups 2 and 41 6 2 4 3 73rdPriority5 842ICD Group 3(for specialcustomers)ICD Group 4(for general customers)78
