IPECS Release 5
Feature Description & Operation 5.0
2-23
Conditions
1. The Alternate ACD Destination can be a station or a group but cannot be a member of the ACD
group.
2. The Overflow destination may be any station or group including the ACD group VMIM/VSF
Mailbox but cannot be a member of the overflowing ACD group.
3. If an agent becomes available during an announcement, except a guaranteed announcement,
the call is passed immediately to the agent.
Programming
STATION GROUPS 1. ACD Group (PGM 191)
2. Overflow Destination (PGM191-Btn 7)
3. Overflow Time (PGM 191-Btn 8)
4. Music Source (PGM 191-Btn 11)
5. Alternate Destination (PGM 191-Btn 13)
6. Report No Members (PGM 191-Btn 10)
7. Agent Priority (PGM 191-Btn 19))
Related Features
Automatic Call Distribution
Hardware
2.5.10 ACD Caller Controlled ICLID Routing
Description
With Caller Controlled ICLID enabled (ICLID Usage) for the ACD Group, at any time during or within
5 seconds after a Guaranteed Announcement, the system will monitor for digits dialed by the caller.
Received digits are compared to the ICLID Table entries. If a match is found, the call routes to the
destination defined in the ICLID Ring Assignment Table. Available destinations are a Voice Mail
announcement, system speed dial, a station or a station group. If a match is not found, the call
returns to the queue and is handled as defined for the ACD group.
Operation
System
ICLID Routing of ACD group calls is automatic based on the ACD group assignments.
Conditions
1. The conditions of VMIM/VSF AA Announcements and ICLID Call Routing apply.
2. Only the caller-entered digits are employed for ACD ICLID routing.
3. The ICLID Table routing is only followed if the 1st ACD announcement is Guaranteed, ICLID
Usage is enabled and the digits are entered during the 1st Announcement.
4. The caller may correct an entry by dialing * and dialing the correct entry.
Programming
STATION GROUPS 1. ACD Group (PGM 191)
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