Vertical SBX IP 320 Features & Operation Manual page 101

Hunt Groups
The following operation follows the normal operation for the DSS button feature assigned to
"station group".
To re-route queued calls without answer by the supervisor:
1.
2.
To monitor an agent's conversation at the ACD supervisor station:
1.
2.
3.
To Record an agent's conversation at the ACD supervisor station:
1.
2.
3.
4.
5.
To activate ACD-DND manually:
1.
2.
To deactivate ACD-DND:
Conditions
•
•
Assign a flexible button as an {ACD Group} button. The DSS LED of the {ACD Group}
button flashes when there are queued calls.
A supervisor presses "No answer reroute code" 564 and destination station number or
{DSS} to reroute the first queued call.
Call the busy agent and receive a busy tone.
Press the {ACD} flexible button.
The supervisor can monitor the agent, but will not send audio to the agent.
Call the busy agent and receive a busy tone.
Press the {ACD} flexible button.
The supervisor can monitor the agent, but will not send audio to the agent.
Press the [Two Way Recording] button.
When Two Way Record is stopped, the recorded VMIB message is left at the supervisor
station.
Assign {ACD-DND} with ACD-DND feature code [Trans] + 87 + Group NO on station.
An ACD member user presses the {ACD-DND} button in order to go into the
ACD-DND mode. The {ACD-DND} button turns steady on when in the ACD-DND
mode.
Press the illuminated {ACD-DND} button.
The supervisor should assign a flexible button for {ACD}.
[TRANS/PGM] + Flex. BTN + [TRANS/PGM] + 8* + ACD Group No + [HOLD/SAVE]
The user can see the same group status as seen by the ACD supervisor or by printing
periodically to RS-232C print.
SBX IP 320 Features & Operation Guide
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