NEC Xen IPK Features & Specifications Manual page 98

July 2003
SERVICE
CONDITIONS
88 – A21
Call Transfer to ACD Group Queue
CO Trunk calls that terminate to a normal station, ACD agent, or supervisor
can be transferred to an ACD Group Queue.
Night Service
The administration program assigns ACD Groups to follow or ignore night
mode. When an ACD Group is in night mode, the system routes incoming
ACD calls to an Internal Station, Night Announcement, transfer to Attendant,
or Centrex Transfer.
Overflow
If all agents are busy and, calls have been held in queue for more than a
specified time, overflow allows calls to be directed to an assigned station,
Station Hunt Group, another queue, or Off-site using Centrex Transfer.
Queuing
All incoming calls for ACD Groups are placed in queue if no agent is
available. A queue provides first in-first out sequence for call processing.
Pilot Numbers
A system programmed pilot number is the entry point for callers to an ACD
Group. A pilot number corresponds to a Call Arrival key appearance in the
Xen IPK system. Each queue has an individual CAR key. An ACD Group
Pilot Number must not be programmed in a station hunt group because
Station Hunt has priority over ACD.
Data Assignment:
The ACD Plus hardware connects to the Xen IPK through ports the
KSU recognises as Voice Mail ports. Eight ACD ports are supported.
Voice Prompts and firmware are stored in Flash Memory on the
ACD(8)-U( ) ETU. Firmware upgrades are programmed using a serial
port on the ETU.
For correct operation the CF-BNA timer in Memory Block 1-2-22
should be set to at least 6 seconds longer than the agent rings without
answer field in the ACD Administration Application.
Restrictions:
Up to 40 agents and 12 supervisors can be logged in at the same time
to any or all ACD queues, depending on programming
If the agent in the ACD Group where a call terminates does not answer
after a programmed time, the call is put back in the queue and the
agent is logged off. If auto logout is disabled, the call goes to the next
available agent or follows overflow.
One system administrator can be connected to the server at a time.
Up to five remote monitors can be connected to the server at the
same time.
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Automatic Call Distribution (ACD Plus)