Vertical Summit80 Manual page 230

Vertical Summit80 & Summit800
Feature Description and Operation Manual
Issue 1.2
ACD Station Group
Calls can be sent to an ACD group by dialing the Station Group Number or assigning outside
Lines to ring directly to the Station Group. Calls are directed to the station in the group that has
been idle for the longest continuous time, Uniform Call Distribution. If all stations are busy or
unavailable when the call is received, the call may be routed to an alternate location or may
continue to wait (queue) for an available station in the group. After queuing to the group, the caller
may be routed to an overflow destination, which can be a Station, Station Group or Voice Mailbox.
An ACD supervisor can be assigned to monitor the group and act to oversee operations of the
group. The ACD Supervisor can print group statistics and activate alternate routing as well as
assist agents.
Ring Station Group
A call to any station in the Group will cause all stations in the group to ring and any station in the
group may answer the call. If the call remains unanswered beyond the Overflow timer, the call is
sent to the Overflow destination, which can be a Station, Station Group or Voice Mailbox.
A Ring Group station can receive indication of Ring Group call while busy on another call in the
form of Muted Ring. The call can be answered and Automatic Hold is supported.
Multiple calls can be received by a Station Ring Group and can be serviced in any order.
External AA/VM Station Group
This group is assigned to support an external Auto Attendant Voice Mail system that employs
SLT ports to interface to the iPECS. An External AA/VM group is assigned for either circular or
terminal hunt. The External AA/VM may employ either in-band signaling over the audio channel
or SMDI protocol with a signaling connection to the system RS-232 channel.
Pick-Up Station Group
A station can be assigned to a Call Pick-Up group and then may pick-up (answer) calls to other
stations in the group employing the system's Group Call Pick-Up feature.
Integrated AA/VM Group
Incoming calls can be directed to one of 70 user-recorded System announcements, which may
request further routing instructions from the user in the form of caller dialed digits. These digits
are employed to route the caller as defined in the system CCR (Caller Controlled Routing) Tables.
The integrated AA/VM Group Voice Mail application receives calls forwarded or recalling from a
station. Such calls will receive the user's pre-recorded greeting and may leave voice messages.
The user may call the integrated AA/VM Group to review and manage the integrated Voice Mail
application.
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