NEC 2000 IPS manual Automatic Call Distribution ACD, Automatic Camp-on

Chapter 9 Descriptions

Automatic Call Distribution (ACD)

The Automatic Call Distribution (ACD) feature permits incoming calls to terminate to a prearranged group of stations. Calls are distributed in the order of arrival to idle terminals within the group, based on which terminal has been idle the longest period of time. Stations may log on/log off from the ACD group. Supervisor stations may monitor conversations of agents.

Busy In/Busy Out - ACD

This feature allows an agent in an ACD group to log their station into or out of the group. This allows the system to control whether a call directed to the pilot number of the ACD group goes to that station or not. This prevents incoming calls from being directed to stations at which no agent is available.

Call Waiting Indication - ACD

This feature provides a visual indication when an incoming call to an ACD group is placed in queue, due to an “all agents busy” condition. On external relay controlled indicator or an LED on a Multiline Terminal can be used to provide Call Waiting Indication.

Delay Announcement - ACD

This feature allows the system to provide a recorded announcement to an incoming caller placed in queue to an ACD group. A single announcement, or two separate announcements, can be provided.

Hunt Past No Answer - ACD

This feature allows calls targeted at an ACD group to hunt past an agent’s station, after a no answer condition, if the agent forgets to log off of the group and the agent is unable (or not available) to answer the call.

Immediate Overflow - ACD

This feature allows a call directed to an ACD group to immediately overflow to another ACD group, upon encountering an “all agents busy” condition.

Priority Queuing - ACD

This feature allows the system to prioritize incoming calls by trunk route and on a per station basis, when the call enters an ACD queue. When a call is considered as a priority, it is placed at the beginning of the queue.

Queue Size Control - ACD

On incoming DID/Tie line calls, the system can be assigned a threshold which limits the number of calls in queue. When the queue size threshold is exceeded, incoming callers are connected to busy tone.

Silent Monitor - ACD

This feature provides the ACD group supervisor with the ability to monitor a call to an ACD agent. The silent monitor function gives no indication (as an option) to either the agent or the calling party.

Automatic Call Distribution with Management Information System (MIS)

The Automatic Call Distribution (ACD) with Management Information System (MIS) feature provides a management information system to be used in conjunction with the built-in ACD features of the system. The MIS incorporates a supervisor's terminal for real- time monitoring of agent activity, amber and red alarms, and hard-copy summary reports.

Automatic Camp-on

An incoming Direct Inward Termination (DIT) call which has been terminated to a busy station can be Camped-On automatically. When the busy station becomes idle, the station is automatically called and connected to the camped on incoming trunk call.

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