The Group Divert service provides the ability for calls to be diverted to one of multiple telephone numbers. The caller is placed in a queue and played a customisable announcement whilst the call is waiting to connect. Each telephone number specified in the number/extension group is called until the caller is connected or the settings (queue size, duration) dictate that the call is not connected.
If the call is answered then as with the Call Divert service it may be pre-announced and an acceptance menu provided.
If not connected then the call may be ended, put through to voicemail or to another service such as a switchboard, or another Group Divert used as overflow.
Although primarily used for providing ACD like facilities this service is also used to provide follow-me style functions where an individual may have several numbers they can be contacted on with each one being called in priority order.
When diverting to a group of numbers, calling patterns can be set up, determining which numbers should be called for how long, whether calls can be queued, and what should happen if the call is not answered.
The Group Diversion service is so comprehensive that it can and is used by some as a disrtibuted ACD system.
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