IP Server 900 Programming Manual Function 3: Station programming
F.33
10. ACD announcement — This is the number of the recorded announcement played to a caller
when all extensions in an ACD department are busy. Use the scroll keys or enter the
announcement number.
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11. ACD second announcement — This is played periodically to callers on hold in an ACD
department when all extensions are busy. Use the scroll keys or enter the announcement number.
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12. Department list — Enter the extension numbers that are assigned to this department. To delete an
extension number from a list, press HOLD. Each station entered will automatically be assigned an
agent log-on key, starting with the lower-left programmable feature key.
13. Agent priority — ACD extensions entered in the previous steps are selected using the scroll keys.
The agent priority for each extension is entered using the keypad. Pressing # accepts the priority.
(Pressing # without changing the priority will exit the function.)
ACD agent priority can also be assigned at the ACD extension when programming an ACD log-on
key (see Notes, below).
Stations that are logged into more than one ACD department can have incoming ACD calls
prioritized by department. ACD priority designates which department’s queued calls will be
answered first when an ACD station is logged onto two departments. When both departments have
calls in queue, the calls queued to the department with the highest priority will be answered first,
regardless of how long they’ve been in queue. If the departments’ ACD priority settings are equal,
then the call held in queue the longest will be answered first. Use the scroll keys to select the station
and use the keypad to enter the priority. To confirm, press #.
Range: 1–4 (with 1 being highest priority). Default: 1.
Example: Extension 102 is a member of ACD departments 291 and 292. The log-on key for
department 291 is priority 1; the log-on key for department 292 is priority 2. Extension 102
logs onto both departments, and takes a call. A new call rings into department 292 and is
queued. Several seconds later, a new call rings into department 291 and is queued.
Extension 102 releases the current call. The new call queued to department 291 rings on
extension 102, even though the call queued to department 292 was in queue longer.
Notes: If a user has deleted an ACD log-on key, the station will be automatically logged out of the
ACD department; however, it will remain assigned to the department.
If an ACD log-on key is being assigned at the station, the user may enter a new priority for
the department to which the log-on key is associated. Pressing # without entering a new
priority will set the priority to what is assigned here.
A station can’t have a log-on key programmed for a department of which it is not a member.
Limitations
• ACD extensions can’t set call forwarding (5 6 5 or 5 6 7) if logged-onto an ACD department.
• The longest time available remains the criterion for delivery of the next ACD call to an agent station.
Example: Agent station 123 is logged into departments 290 and 291, and a call is presented to department 290.
Station 123 answers the call, assists the caller, and hangs up. A call is presented to department 291;
the call will be sent to an agent station that was idle longer than station 123 was.
• An ACD agent cannot log into an ACD group while on a call that appears on a loop key.
• ACD extensions can’t set a user programming field while logged into an ACD department.
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For information about recording announcements, see “Function 61: Re-record system and branch prompts,” page I.1.
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