ESI IP 200 Installation Manual page 60

Function 3: Extension programming
• ACD — Calls will be presented to the longest idle logged-on agent. If all agents are busy, the caller
will hear the ACD queue prompt (Prompt 538; see page I.2) and placed in queue. When an agent
becomes available, the longest holding caller will be connected. If no agents answer before the exit
time (Function 154; see page D.2) is reached, the call will call forward as programmed in this function.
A caller holding in an ACD department queue will be connected to music/message-on-hold,
during which time he/she can dial options presented, such as 0 for the operator. While on hold,
the caller is periodically played prompts to continue to hold for an available agent.
The ACD queue prompt is played when all extensions are busy and the first time the caller
has been put on hold ("All extensions are busy, please hold and your call will be answered in the
order received"); and ACD hold prompt (Prompt 539; see page I.2) is played at a 60-second in-
terval ("All extensions are still busy, please continue to hold"). These prompts can be re-recorded
in Function 61 ("Re-record system prompts"; see page I.1).
All ACD agents must have Digital Feature Phones. Agent log-on keys will be automatically
assigned to the lower left programmable feature keys for the stations listed in ACD departments.
Stations can later be added to or deleted from ACD Departments by creating or deleting log-on
keys as part of their station programming (See the IP Series User's Guide [#0450-0189]).
Note: CO line keys never should be programmed to ACD agent phones.
• Pick-up only — Additionally, you can designate a department as a pick-up group. Calls cannot
be directed to a pick-up-only department. Instead, one must use a programmable feature key on
phones that are to use this feature.
Note: Usually a caller will be forwarded to a department by the auto attendant. However, a user
can also transfer a caller to the department number. The transferred call will be processed
according to the above description as if transferred by the auto attendant.
Procedure
Here's an example of a completed programming worksheet:
1. 2.
Ext. Name
290 Sales
291 Service
Here are the programming steps.
1. Department number — Range is 290–299.
2. Name — Used for the LCD display, reports, and as a programming aid. Length can be up to 10
characters (See "Entering alphanumeric characters," page C.2).
Default: The department number.
3. Type — Selected from one of the five possible types (all, in order, UCD, ACD or pick-up).
Can be changed later without affecting its other programmed values.
Default: In order.
4. and 5. Call forward busy/no answer — The department can be set to call forward busy/no an-
swer (for all extensions in the department) to an extension, another department, a mailbox or a
branch ID for day mode and differently for night mode. The department can have its own mail-
box for pickup by members knowing the password or forwarded to any mailbox type including
guest, cascade, etc. Calls routed to an extension via a department will follow the department's
call forwarding, while calls transferred to the extension will follow the extension's call forward-
ing as programmed in Function 31 (see page F.1).
Default: X100.
F.12
3. 4.
Type CF day
In order MB300
ACD X0
IP Series Installation Manual
5. 6.
CF night List:
MB300 104, 112, 115
MB301 101, 102