AUTOMATIC CALL DISTRIBUTION (ACD)
Busy In/Busy Out – ACD
•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.
Busy In/Busy Out – ACD
General Description
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.
Station Application
Multiline Terminals and Single Line Stations.
Operating Procedure
To log off (busy out) an ACD station
1.Lift the handset and receive extension dial tone.
2.Dial the log off (busy out – set) feature access code, or press the LOG OFF key.
3.Restore the handset.
To log on (cancel busy out) an ACD station
1.Lift the handset and receive extension dial tone.
2.Dial the log on (busy out – cancel) feature access code, or press the LOG ON key.
3.Restore the handset.
Service Conditions
1.Any agent may log on/off. When an agent has activated log off, any call targeted at the ACD group will bypass that agent. Calls directed to the specific station number will ring at the agent position.
2.The agent may originate calls while in log off mode.
3.The agent can log off their station while idle, or while on an incoming outside call. When that call is com- pleted, the station is logged off.
4.The agent can log on/off from the secondary extension by dialing the log on/off feature access code. The LOG ON/LOG OFF key is not available for the secondary extension.
| NEAX2000 IVS2 |
Page 50 | Business/Hotel/Data Features and Specifications |
