NEC 2000 IPS manual Basic ACD Features, Busy In/Busy Out ACD, Call Waiting Indication ACD

Chapter 12 Automatic Call Distribution with MIS

Service Conditions (Cont)

7.An ACD group number can be used as the destination station of Direct Inward Termination (DIT), or as a designated Night Service station.

8.An ACD group number can be assigned as the destination station of Off-Hook Alarms, Priority Calls, and Attendant Night Transfer.

9.ACD group pilot numbers should not be placed in Station Hunting groups. The Station Hunting feature would take priority over the ACD function.

10.Two types of traffic measurements can be provided for ACD: a. ACD group Peg Count

Count of incoming calls

Count of answered calls

Count of abandoned calls

Count of waiting calls

Count of all busy calls

b.ACD station Peg count Count of answered calls

11.Upon initial installation, or after a system initialization (reset), each agent must lift and restore handset (of their station) to begin receiving calls for the ACD group.

Basic ACD Features

Busy In/Busy Out – ACD

This feature allows an agent in an ACD group to log their station onto or off 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 agents 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.

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