Acd Group Interaction With Other Features - 3Com VCX Manual

ACD Group Interaction with Other Features

telephone in this guide.
You log in to a ACD group by entering feature code followed by ACD group number. If
you are already logged in, entering the same feature code and ACD group number logs
you out. You can also log in to and log out of a ACD group through the VCX User
Interface (see Viewing ACD Group Membership and Status).
To log in to an ACD group using a feature code:
1) Press Feature + 971.
The Display Panel shows a prompt requesting an ACD group number.
2) Enter the ACD group number, then press #.
The Display Panel indicates that your ACD group login status has changed.
Alternatively, you can combine steps 1 and 2 by entering the following single command:
*971*<ACD group number>
You can display all the ACD groups you are currently logged in to by pressing Feature +
973 (see Viewing ACD Group Membership and Status).
This section describes how participation in an ACD group interacts with other VCX
telephone features. Note the following considerations:
An ACD group member that is logged into an ACD group then initiates a malicious call
trace on a call, is immediately logged off of all ACD groups that they belong to. All
directly-dialed internal calls can still be accepted by that member.
With an ACD group, the VCX User Interface Selective Ringing feature allows you to
change the default ring tone to one of 27 ring tones, delay the ring for a specified
number of seconds, or silence the ringer and only allow the telephone to flash.
An ACD group call can be added to a conference. The members receiving the call
can conference with another extension or with another ACD group. Both announced
and unannounced conferences are supported (see Setting up a Conference Call).
An ACD group call can be put on hold and taken off hold without losing the caller.
If an ACD group member puts a call on hold, that member can receive other calls.
An ACD group caller on hold will hear ACD group Music on Hold.
An ACD group call can be parked and then picked up by any user on the same site.
If the VCX telephone has Hands Free enabled, an incoming call to an ACD group
will not be picked up automatically.
An ACD group member's personal telephone settings (for example, Call Forward,
Call Coverage point, and Do Not Disturb) are not invoked on ACD Group calls.
An external call to a private user (someone not in the ACD group) can be
transferred to an ACD group.
Both attended and unattended call transfers are allowed for calls to an ACD group
or from an ACD group. After reaching an Auto Attendant, a caller can enter an ACD
group extension and be transferred to an ACD Group.