NEC Xen IPK Features & Specifications Manual page 92

July 2003
SERVICE
CONDITIONS
82 – A20
Night Service
When the ACD group is placed in Night Mode, the system can route all
incoming ACD calls to one of the following: Internal Station, Night
Announcement, transfer to the Attendant, or Trunk-to-Trunk Transfer.
Overflow
Overflow Service allows calls held in queue for more than a predetermined
time to be directed to an assigned station or Station Hunt group, but not to
overflow to another group.
Queuing
All incoming calls destined for ACD groups are placed in queue when no
Agent in the ACD group is presently available to handle the call. Queue is
used to provide service in order of arrival (first in-first out).
Pilot Numbers
Pilot numbers are the Access Codes to ACD functions. They are
programmed into the System Data according to the numbering plan in effect
for the system. Pilot numbers do not correspond to any line appearances in
the Xen IPK system. No hardware equipment is required to assign a
Pilot number. An ACD Group Pilot number should not be programmed in a
Station Hunt group. The Station Hunt feature takes priority over the
ACD function.
Data assignment
Restrictions
No alert tone is provided even if all Agents in the ACD group are busy.
However, Pooled Line (Outgoing) can indicate the status of trunks in
an ACD group as an alternative method.
General
If the Agent (in the ACD group where a call is terminated) does not
answer for a predetermined time, the call is transferred to another
Agent in the ACD group.
If the Agents (in the ACD group where a call is terminated) are all busy,
the call waits in a queue until an Agent is available. The caller receives
a Delay Announcement and Music On Hold. Calls are answered first-
in, first-out.
When the overflow destination station is busy, calls continue searching
the ACD group for an available Agent.
When an incoming call to an ACD group encounters all ACD Agents
busy or no answer, the call is queued and the caller receives
a recorded announcement
predetermined time.
The ACD group is assigned a Pilot number. Calls directed to the Pilot
number are directed to Agents of that ACD group.
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(Delay Announcement)
Automatic Call Distribution (ACD)
after a