Feature Interaction - Nortel QSY22 Manual

Page 39 of 48

Feature interaction

ACD Message Center
The operation of ACD Message Center telephones is basically the same as an
ACD system with incoming call queues and available agent queues. The
ACD Message Center cannot operate in combination with an Attendant
Message Center. However, if all telephones are in the Make Busy mode (not
logged in), Message Center calls can be routed to the attendants who can then
function as the Message Center. Queue overflow features are allowed for a
Message Center ACD DN in the same way as any other ACD system with the
properly equipped package. Other ACD features, such as RAN, music, and so
on, operate as a normal ACD system with the appropriate packages.
A Message Center operator cannot originate calls on the MSG IN-CALLS
key; therefore, originating features are not applicable on this key. Separate
DN keys must be provided for these functions.
DN Message Center
The Message Center DN must be the prime DN; otherwise, all normal
features can be assigned to this DN.
Attendant Message Center
Once a call is extended to an ACD Message Center by an attendant, it is
released completely from attendant operation, and Recall, Camp-On, and so
on, and cannot be activated. For calls extended to a DN Message Center,
normal attendant functions, such as Recall and Camp-On, can be used. Other
attendant functions operate normally.
Message Center Description and operation