Panasonic 524X07801B manual Automatic Call Distributor

Section 700 - Operation Chapter 3. System Features

•The pilot number for an attendant group is flexible (i.e., any extension number can be designated as the pilot [not a real extension]).

•If a member of the attendant group has Do-Not-Disturb (DND) or Call Forwarding - All set, that phone is temporarily removed from the attendant group.

•If a member of the attendant group has Call Forwarding - Busy set and the extension is busy, the call goes to the next phone in the attendant group.

•If all members are busy for the duration of the busy queuing timer, the call can be forwarded to another hunt group or another extension.

•Attendant groups support the following call types:

•Direct Inward Dialing (DID) / Dialed Number Identification Service (DNIS) / Direct Dial Inward (DDI)

•Direct Inward System Access (DISA)

•Extension calls

•Private network attendant calls

•Call reversion

•Call forwarded to Attendant Hunt Group

Automatic Call Distributor

Description

The System provides an optional Automatic Call Distributor (ACD) for efficient presentation, handling, and management of incoming calls to one or more groups of specialized users.

This optional Built-in ACD is contained on a single circuit card that is installed in the System. This “built-in” capability eliminates the need for custom wiring and other installation.

Each specialized user is known as an ACD agent. Each agent position is equipped with a large display telephone (VB-44225) that provides Liquid Crystal Display (LCD) messages to assist the agent in handling calls.

The Built-in ACD provides:

•Up to 2 agent groups

•Up to 32 agent IDs per group

•Up to 64 agent IDs per system

•Up to 32 agents

•1 supervisor ID per group

•Up to 2 supervisor IDs per system

•Up to 4 voice ports per group

•Up to 4 voice ports per system

•1 Music On Hold (MOH) source (Main System MOH source)

•1 Management Information System (MIS) Monitor Port (RS-232C)

•2-week memory for MIS reports

•Up to 6 recorded message s (max. 14 sec. per message)

•1 fixed message up to 5 minutes

576-13-700 DBS 576 (USA), Revised 6/11/98 23