AUTOMATIC CALL DISTRIBUTION (ACD)
Call Waiting Indication – ACD
Call Waiting Indication – ACD
General Description
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.
Station Application
Multiline Terminals assigned with a Call Waiting (CW) Lamp.
Operating Procedure
No operating procedure is necessary. Indication is automatic, once it is assigned.
Service Conditions
1.A
2.There is no limit to the number of appearances of a CW lamp assigned to Multiline Terminals. One CW lamp per group is available.
3.On a per system basis, the option is available to select how many calls in queue causes the CW lamp to flash. Default setting is one. The LED lights steady until the set threshold count is reached, at which time it begins to flash.)
4.Provision of ringing on a CW key is controlled on a per station basis.
5.The interruption rate of the external relay control is programmable, on a per system basis, as follows:
•30 IPM
•60 IPM
•120 IPM
•Steady
This interruption rate is the same as the rate used for Trunk Answer Any Station (TAS).
Delay Announcement – ACD
General Description
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.
Station Application
None.
Operating Procedure
Operation is automatic, once system programming is assigned.
NEAX2000 IVS2 |
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Business/Hotel/Data Features and Specifications | Page 51 |
