Overflow Options; Description - NEC SL2100 Installation Manual

ISSUE 1.0

Description

ACD offers extensive overflow options for each ACD Group. For example, a caller ringing in when all
agents are unavailable can hear an initial announcement, called the 1st Announcement. This
announcement can be a general greeting.
1st Announcement: Thank you for calling. All of our agents are currently busy helping other customers.
Please stay on the line and we will help you shortly.
If the caller continues to wait, you can have them hear another announcement, called the 2nd
Announcement.
2nd Announcement: Your business is important to us. Your call will be automatically answered by the first
available agent. Please stay on the line.
If all the ACD Group's agents still are unavailable, the call can automatically overflow to another ACD
Group, offsite via a speed dial bin, Ring Group, or the Voice Mail. If all agents in the overflow ACD
Group are busy, Lookback Routing automatically ensures that the waiting call will ring into the first
agent in either group that becomes free.
You can assign an ACD Group with any combination of 1st Announcement, 2nd Announcement and
overflow method. You can have, for example, a Technical Service group that plays only the 2nd
Announcement to callers and then immediately overflows to Voice Mail. At the same time, you can
have a Customer Service group that plays both announcements and does not overflow.
The following overflow options are available:
• No Overflow (Mode 0)
A call waits in queue indefinitely for an available agent without an announcement. If no agents are
logged in when the call rings the group, the caller hears ringback until they hang up or an agent logs
in.
• Overflow with No Announcement (Mode 1)
If all agents are unavailable, a call to the ACD Group will overflow (i.e., reroute) to another ACD
Group, offsite via a speed dial bin, Ring Group, or the Voice Mail after a programmed interval. The
caller does not hear any messages as the call is rerouted.
• No Overflow with 1st Announcement Only (Mode 2)
A call waits in queue for an available agent, but the caller periodically hears the 1st Announcement
message. This message can be a unique VRS message, or a message from an InMail. In either
case, the message repeats after a programmed interval.
• No Overflow with 1st and 2nd Announcements (Mode 3)
When all agents are unavailable, the caller initially hears the 1st Announcement message. After a
programmed interval, the caller hears the 2nd Announcement. The second announcement
periodically repeats while the caller continues to wait. Each announcement can be a VRS message,
or a message from an InMail. Refer to
4 on page 3-16.
• Overflow with 1st Announcement Only (Mode 4)
If all agents are unavailable, a call to the ACD Group will overflow (i.e., reroute) to another ACD
Group, offsite via a speed dial bin, Ring Group, or the Voice Mail after a programmed interval. In
addition, the caller periodically hears the 1st Announcement message. This message can be a VRS
message, or a message from an InMail. In either case, if the overflow destination is another ACD
Group the message repeats after a programmed interval.
ACD Installation Manual

Overflow Options

Setting Up the 1st Announcement for Overflow Modes 2 and
SL2100
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3-15