Automatic Call Distribution (Acd) Message Center - Nortel QSY22 Manual

Description Page 3 of 48

Automatic Call Distribution (ACD) Message Center

A special aspect of ACD is defined for optional use with Message Center.
Each telephone assigned to the ACD-type Message Center is equipped with
an ACD in-calls key/lamp pair. One Message Indication and one Message
Cancellation key/lamp pair must also be equipped if Message Waiting
Indication and control are required. Calls redirected to the Message Center
are queued in order of arrival and distributed to answering positions in the
same way ACD calls are distributed.
If all assigned positions are in the Make Busy mode, redirected calls and
message retrieval calls are forwarded to the night number specified for the
Message Center ACD DN. This DN can be the attendant, another Message
Center, or an outside number. Up to 240 Message Center ACD DNs can be
assigned per customer.
ACD Agent Position Increase, X11 Release 12 and later software This
software increases the number of ACD agent positions to 1200 for SL-1 NT
and XT machines.
X11 Release 15 and greater supports up to 1200 positions on the system
options 51, 61, and 71.
Before X11 Release 12, up to 240 agent positions are supported on the SL-1
VLE, XL, XN, and XT machines.
Before X11 Release 12, the SL-1 N, NT, and LE machines support 120 agent
positions.
As many as 70 agent positions are supported on the SL-1 M, S, MS, and ST
machines, and the system option 21.
If the appropriate ACD packages are equipped, an ACD Message Center can
support a full complement of ACD features. See Automatic Call Distribution
basic features description.
When an indirect message call is presented to a Message Center operator's
telephone, the MSG IN-CALLS key flashes, and both the calling DN and
called DN are displayed. If the call originated from a trunk, the route and
member number of the trunk display instead of the calling DN.
Message Center Description and operation