NEC Electra Elite IPK II General Description Manual page 57

Electra Elite IPK II
A t t e n d a n t C a l l Q u e u i n g
Attendant extensions can have up to 32 incoming calls queued before additional
callers hear busy tone. This helps minimize call congestion in systems that use the
attendant as the overflow destination for unanswered calls. For example, you can
program Direct Inward Lines and Voice Mail calls to route to the attendant when their
primary destination is busy. With Attendant Call Queuing, these unanswered calls
would normally "stack up" for the attendant until they can be processed.
The 32 call queue total includes Intercom, DISA, DID, DIL, tie line and transferred
calls. If the attendant does not have an appearance for the queued call, it waits in line
to be answered. If the attendant has more than 32 calls queued, an extension can
Transfer a call to the attendant only if they have Busy Transfer enabled.
Attendant Call Queuing is a permanent, non-programmable system feature.
A u t o m a t i c C a l l D i s t r i b u t i o n ( A C D )
Automatic Call Distribution (ACD) uniformly distributes calls among agents of a
programmed ACD Group. When a call rings into an ACD Group, the system
automatically routes the call to the agent that has been idle the longest. Automatic
Call Distribution is much more sophisticated and comprehensive than Department
Calling and other group services - it can accurately judge the work load at each agent
and distribute calls accordingly. The system allows up to 64 ACD Groups and 256
ACD agents.
You can put any agent in any group. In addition, an agent can be in more than one
group only when using AIC's). This allows, for example, a Technical Service
representation to answer customer's service calls at lunch time when many of the
Customer Service representatives are unavailable.
The ACD Master Number is the "extension number" of the whole group. Calls directly
ringing or transferred to the ACD Master number enter the group and are routed
accordingly. Although the master number can be any valid extension number, you
should choose a number that is out of the normal extension range.
A u t o m a t i c R e l e a s e
Automatic Release drops the line circuit when an outside party abandons the call. For
this feature to work with Loop Start Trunks, the CO/PBX providing the outside line
must provide a timed disconnect signal. Automatic Release is normally provided on
Ground Start, DID, ISDN, and Tie Line trunks.
General Description Manual
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