Acd Group Expansion; Call Sequence Table - Iwatsu ENTERPROSE-CS Owner's Manual

Groups and each ACD Group may be assigned an eight character
alphanumeric name. In addition, each ACD Group may be assigned one of the
four ECS system ring patterns.

ACD Group Expansion

ACD Group Expansion provides an ACD Call in Queue a greater chance of
being answered after a specified period of time, 0-999 seconds. This is
accomplished by adding a second ACD Group to assist in answering calls.
When ACD Group Expansion occurs, calls in queue that exceeded the
specified period of time will search for an idle Agent in both groups. Further
expansion is possible and is based on the ACD Group Expansion Timer of the
additional group(s). After expansion, the ACD Call still follows the Call
Sequence Table of the original ACD Group.

Call Sequence Table

The Call Sequence Table sets the parameters that an ACD Call follows. Each
ACD Group may have three types of Call Sequence Tables associated with it:
one table for normal business hour operation, one table for after hour operation
and one table for calls transferred to the ACD Group. The Day and Night
Mode operation may be programmed to occur either automatically or
manually. ACD calls in queue remain in the current Call Sequence Table
when a mode change takes place.
ACD groups can be programmed to use specific call sequence tables if no
agents are logged into the group or if the number of calls in queue exceed a
programmable threshold.
The ECS ACD offers sixty Call Sequence Tables. Each Call Sequence Table
consists of eleven boxes for call delaying and processing instructions. The
boxes may be programmed as any of the following:
ECS ACD USER GUIDE - 229