Automatic Call Distributor - Panasonic S-ICX Technical Manual

Section 700 - Operation
• Call reversion
• Call forwarded to Attendant Hunt Group

Automatic Call Distributor

Description
The System provides an optional Automatic Call Distributor (ACD) for efficient presentation,
handling, and management of incoming calls to one or more groups of specialized users.
This optional Built-in ACD is contained on a single circuit card that is installed in the System. This
"built-in" capability eliminates the need for custom wiring and other installation.
Each specialized user is known as an ACD agent. Each agent position is equipped with a large display
telephone (VB-44225/VB-411LDSUK) that provides Liquid Crystal Display (LCD) messages to
assist the agent in handling calls.
The Built-in ACD provides:
• Up to 3 agent groups (ACD Version 3.0 and higher)
• Up to 2 agent groups (ACD Version below 3.0)
• Up to 32 agent IDs per group
• Up to 64 agent IDs per system (ACD Version 2.0 and higher)
• Up to 32 agents
• Up to 6 supervisor IDs per system (ACD Version 3.0 and higher)
• Up to 2 supervisor IDs per system (ACD Version below 3.0)
• Up to 4 voice ports per group
• Up to 4 voice ports per system
• 1 Music-On-Hold (MOH) source (Main System MOH source)
• 1 Management Information System (MIS) Monitor Port (RS-232C)
• Abandoned Call Report counter available with MIS reports
• 2-week memory for MIS reports
• Up to 6 recorded messages (flexible length, max. 96 sec. per system)
• In Version 4.0 and higher, the Silent Monitor feature has been added. This feature allows an
ACD supervisor to monitor a call between an ACD agent and a caller without the knowledge
of either party. For more information, see "Silent Monitor" on page 5-71, Section 400 -
Programming, and Section 520 - Built-In ACD Reference Manual.
• In addition to MOH, ACD Version 4.0 provides up to eight analog extension ports that can be
connected to a recorded announcement device. See Section 520 - Built-In ACD Reference
Manual.
• Up to 6 recorded messages (max. 14 sec. per message) 4.0
• Zip Tone which automatically answers calls when an agent is using the Headset mode (CPC
Version 3.5 and higher)
• Wrap Mode which allows an agent to complete any paperwork before becoming available to
take another call. (CPC Version 3.5 and higher)
Hardware Requirements
• See Section 520 - Built-In ACD Reference Manual.
ICX-40-700 ICX (International) issued December 1999
Chapter 3. System Features
3-5