AUTOMATIC CALL DISTRIBUTION (ACD)
Immediate Overflow – ACD
Station Application
Multiline Terminals and Single Line Stations.
Operating Procedure
Refer to the Call Forwarding – No Answer Features and Specifications for details on setting the No Answer for- warding condition.
Service Conditions
1.This feature uses Call Forwarding – No Answer (to another ACD member) to enable a call to an agent that fails to answer, to hunt past that agent, to the next agent.
2.Calls directed to the agents primary extension number will also forward (on a
3.It is recommended, when this feature is used, that the Call Forward – No Answer and the Call Forward – Busy features be separately assigned (use different access codes and keys).
Immediate Overflow – ACD
General Description
This feature allows a call directed to an ACD group to immediately overflow to another ACD group, upon en- countering an “all agents busy” condition.
Station Application
All ACD Pilot Stations.
Operating Procedure
Refer to the Call Forwarding – Busy feature and specification for details on setting the forwarding when busy condition.
Service Conditions
1.This feature uses the Call Forwarding – Busy feature (set on the ACD pilot extension) to immediately for- ward the call to another ACD group, upon encountering an all busy condition in the first group.
2.The overflow destination must be an ACD pilot number.
3.When a call has terminated to ACD group A, and all station in group A are busy, and group B is assigned as the overflow destination (using Call Forward – Busy), the call is transferred to group B. When all the stations are busy in group B, the call queues onto ACD group B.
4.One overflow group can be provided for each ACD group.
5.Overflow is performed only once.
NEAX2000 IVS2 |
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Business/Hotel/Data Features and Specifications | Page 53 |
