NEC 2400IMX system manual 80A Announcements ACD

ANNOUNCEMENTS - ACD

A-80A ANNOUNCEMENTS - ACD

GENERAL DESCRIPTION

Other variable length announcements (4-60 seconds/2-120 seconds/1-240 seconds using NECi SPA-4DATC Announcement Trunk Card) are provided for ACD callers by customer-provided announcement hardware using digital announcement trunk circuits or certain analog trunk circuits. Announcements are designed to be heard for one complete cycle from the beginning of the message. Since multiple connections to each announcement channel are possible, an appropriate delay may be inserted to wait for the beginning of the spoken announcement, if necessary.

OPERATING PROCEDURE

Step 1: The ACD system recognizes the termination of an ACD incoming call.

Step 2: The ACD calling party hears ringback tone.

Step 3: Announcement connections are made by properly programming a Call Control Vector (CCV). Refer to Call Control Vector - ACD [C-108A]for additional information.

Step 4: When the predetermined ring delay timing parameter set before the delay announcement has passed, the system sends answer supervision to the central office and connects the caller to the announcement. During this process, the ACD call retains its queue position if a “(queue to)” step has been specified at the CCV.

Step 5: At any point after a “(queue to)” step (including during the delay announcements), if an agent be- comes available, the ACD call is immediately connected to the agent.

SERVICE CONDITIONS

Step 1: Announcements are connected only when the transfer is completed.

Step 2: The announcement source connection method can be a multiple connection or a single connection with start point seek, depending on System Data.

Step 3: In the case of a multiple connection, all new calls that are detected within a period of time preassigned by System Data (2~30 sec.) will receive the message simultaneously.

Step 4: This feature is applicable to ACD incoming calls from a C.O., transferred from an attendant, agent or PBX station.

Step 5: The announcement length timer is programmed in the System data on a per-announcement basis.

Step 6: It is possible to set up multiple channels of the same announcement in a hunt arrangement to accom- modate large volumes of simultaneously queuing calls.

Step 7: By the system data programming, at any point during the announcement when all the ACD callers connected to the announcement are disconnected or distributed to another station/trunk, the Digital Announcement Trunk (DAT) is released and the next announcement is sent immediately.

Step 8: In a multiple connection, a maximum of 10 ACD incoming calls can be connected to one channel of Digital Announcement Trunks depending on the system data.

CHAPTER 5	NDA-24282 (E)
Page 206
Revision 1.0