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2-14
Chapter 2 - Digital Station Features
unavailable, out-of-service, in DND, or busy on a call. The supervisor can use this display to
determine why there are a lot of queued calls in a specific group.
Guaranteed Message Announcement
The Guaranteed Message feature insures that callers routed to an ACD Group hear the
message prior to being placed in queue or to an agent. Callers may enter DTMF digits during
this message. These digits can be used by the system to route callers to specific destinations
and provides Calling Name Identification.
Incoming CO Direct Ringing
CO Lines can be programmed to ring directly into an ACD group. When all agents are busy
and RAN is enabled, the system answers the caller and presents the first RAN announcement
automatically.
No-Answer Recall Timer
If a call routed to a station via ACD is not answered by the ACD Agent/Station before the No-
Answer Recall timer expires, the call is returned to ACD Queue with the highest priority. The
station that failed to answer the ringing ACD call is also placed into an out-of-service (OOS)
state.
No-Answer Retry Timer
When the No-Answer Retry timer expires, a station that failed to answer the ringing ACD call
is placed into an out-of-service (OOS) state. The station that was taken out-of-service is
placed back in service if the agent presses their available flex button or dials the available flex
code. The agent is placed back in service if the No-Answer Retry timer expires. If the agent
does not answer their next ACD call, they are again taken out-of-service. This cycle continues
until the station answers calls, logs out, or goes unavailable.
Overflow Station Assignments
An overflow station may be assigned to route callers in queue to a designated station after a
specified time.
The Overflow station may remove themselves from their assigned group by dialing the
Overflow Available/Unavailable code. When the Overflow station is in the available mode,
that station receives ACD calls in the normal manner. When the Overflow station is in the
Unavailable mode, that station no longer receives ACD calls, however they may receive
non-ACD calls. The Overflow station that went Unavailable receives a visual reminder with a
flashing LED. The overflow station may NOT be one of the ACD group stations.
Overflow Station Forwarding
The Overflow Station Forwarding feature allows ACD calls reaching the ACD Overflow Station
to call forward to another station. This is allowed or denied on a system-wide basis. Once
enabled in programming, an ACD Overflow station can Busy/No-Answer forward to Voice
Mail Groups, ACD Groups, Hunt Groups and stations.
If the ACD Overflow station is busy or does not answer before the no-answer call timer
expires, the ACD call forwards to Voice Mail.
Automatic Call Distribution
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