NEC Aspire Manual page 78

Section 3: Features
70
- InDepth and inDepth+
InDepth and inDepth+ are Windows-based Management Information Systems that work
with the system's built-in ACD. These ACD/MIS systems enhance the system with real
time statistics and reports on ACD Group trafÞc patterns and usage. Refer to the inDepth
and inDepth+ feature for more details.
ACD Group as Overßow Destination
The system can transfer an overßow call to a speciÞc ACD Group or to voice mail using Program
41-09. When Program 41-08-02 : ACD Overßow Destination has the ACD Overßow Destination
set to '65', the system will overßow the call to the ACD Group programmed in Program 41-09. (The
system will not allow you to program an ACD group with that ACD group as the overßow.) If,
while the call is ringing, the extension to which the call was transferred becomes available, both the
extension and the overßow ACD group will ring.
Option Available for Counting Overßow Calls in ACD MIS Software
An option is available for use with ACD MIS (such as inDepth/inDepth+) software to count over-
ßow calls. When the number of queued ACD overßow calls exceeds the limit and a busy tone is
sent to the caller, the system programming will determine if the call is counted in the ACD MIS
software.
Enhancement Provides Additional Overßow Destinations
This feature enhancement provides three new entries for ACD Overßow Transfer destinations. With
the older software, only the other ACD group or voice mail could be programmed for the ACD
Overßow Transfer destination.
The system can now allow either an off-premise number (using a programmed Abbreviated Dial
number) or incoming ring group for the ACD Overßow Transfer destination.
P Command Support Added for AIC Login
This feature is not yet supported by the inDepth software.
Previously, the Aspire P Commands would not support AIC log on/ log off. Because of this, it was
not possible for the inDepth MIS software to determine which ACD groups each extension was a
member of or to which ACD groups calls were presented.
However, with software 4.0E and higher, AIC log on/log off operations are supported. The Aspire P
Commands will indicate which ACD Group is being logged onto when an AIC code is entered.
Also when an agent logs off, there will be a multiple log of events, one log off event for each previ-
ous ACD log on event.
For more on Automatic Call Distribution, refer to the ACD Manual (P/N 0893202).
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