Page 5-45
System Features
INTER-TEL
®
AXXESS
®
MANUAL VERSION 11.0 – May 2008
ACD Agent IDs
FEATURES
5
9.53 If an extension list is included in an ACD hunt group set for Longest Idle or Balanced
Call Count distribution, it treats each station in the extension list as a separate agent; it does not
ring all of the stations on the list at once. If the hunt group is set for linear or distributed order,
a call rings at all stations on an extension list at once when the call reaches that point in the
hunt group list.
ACD Agent IDs
9.54 ACD hunt group members are referred to as “agents.” Agents log in to the ACD hunt
group to receive calls and log out to halt ACD hunt group calls. An ACD hunt group can be
programmed to circulate calls to agents in two ways:
• Agent IDs: Assigns each agent an Agent ID number which the agent enters during the
login procedure (described below). The hunt group calls are routed to logged in agents,
according to their Agent ID number instead of their station extension. Because the
Agent ID is not associated with any station extension, the agent can use any station in
the system to log in and does not have to use the same station every time.
• Members: Sends calls to the stations where agents are logged in, using a list of stations
instead of IDs.
NOTE: For optimum system performance, there should not be more than 1000 Agent
IDs in any hunt group and no more than 2000 Agent ID entries in all hunt groups com-
bined.
9.55 ACD Agent IDs can be included in Extension Lists which allow several ACD Agents to
receive a call at once.
9.56 When a call camps on to an ACD hunt group that uses Agent IDs, only the agents cur-
rently logged in to the hunt group receives camp-on indications.
9.57 ACD hunt group supervisors receive visual camp-on displays if they are programmed
as members of the hunt group and have the ACD Agent Logout feature enabled.
ACD Agent Login/Logout
9.58 ACD hunt group members are
referred to as “agents.” Agents can
log in to and out of the ACD hunt
group at any time. While logged in,
the agent receives calls through the
ACD hunt group. When the agent is
logged out, calls to that ACD hunt
group bypass the station. (The Hunt
Group Remove/Replace feature,
described on page 5-36, does not
have any effect on ACD hunt group
calls when entered by an ACD agent.
However, placing the agent’s station
in do-not-disturb mode halts all ACD
and non-ACD hunt group calls.)
HUNT GROUP
ID 2370
AGENT ID IN UCD/ACD HUNT GROUP
HUNT GROUP
Ext. 2000
ANNOUNCEMENT
STATION
OVERFLOW
STATION
Ext. 1222
Agent ID
can be logged
in or out
RECALL STATION
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