NEC 2400IMX system manual 10A Overflow ACD, None

OVERFLOW - ACD

O-10A OVERFLOW - ACD

GENERAL DESCRIPTION

This feature allows an ACD incoming call, which queues to a split for the predetermined period, queue to another SPLIT automatically and simultaneously. The agents capable of attendance, ther earlier connection may be achieved.

The overflow destination can be a split, extension, announcement, IVR, trunk, attendant console, etc. "Overflow - ACD" feature indicates overflow to another split.

Operation Procedure

None

Service Conditions

1.When a call overflow to another split, the call is queued to the original split and the overflowed split simultaneously. The overflowed call can be overflowed again to another split. Likewise a call can be queued onto four (4) splits simultaneously. If simultaneous queuing is not required, a queue done by overflow can be denied (de-queued) by the office data.

2.Simple overflow (by the predetermined period) and conditional overflow are available. You can choose simple overflow, or one kind of conditional overflow by the office data. The applicable conditional overflows are below:

•Queued call reaches the predetermined period and the number of queuing calls reaches the threshold (1- 99)

•Queued call reaches the predetermined period and the number of vacant agents becomes the threshold (1-250)

3.When an ACD call (which is not an overflowed call) and an overflowed call are in queue, the call termination priority can be assigned by office data. The system computes the priority of an ACD call (1- 250 determined by ACDPLT) and overflowed call (1-250 determined by the ACDCCV "Up Priority" setting), the the prior party (the smaller priority number is given) to be terminated to the available agent. If priority data for the calls are the same, the call termination by the FIFO orders.

CHAPTER 5	NDA-24282 (E)
Page 278
Revision 1.0