Automatic Call Distribution (ACD)
72 Features Aspila EX Software Manual
- Hotline Key Shows Agent Status
An extension’s Hotline keys provide the “normal” Busy Lamp Field (BLF) for co-workers
and a unique BLF for ACD Agents. Similarly to the supervisor’s DSS Console BLF, the
unique BLF shows when the covered agent is in service, out of service or busy on a call.
This enhanced BLF gives a department manager, for example, ACD Group monitoring
capabilities without having to become a supervisor with a DSS Console.
- Enhanced Supervisor Options
An ACD supervisor can individually assign extensions to ACD Groups, and set an agent’s
status once assigned. This provides the supervisor with tremendous flexibility to reassign
agents as work loads vary.
- Queue Status Display with Scrolling
To aid in keeping track of call volumes, a display system phone user can view any ACD
Group’s Queue Status Display by pressing a uniquely programmed Programmable Func-
tion Key. The user can the press VOL
s and VOL t to scroll through all the system’s ACD
Group queues. The display system phone does not have to be an ACD Agent or supervi-
sor.
- Overflow Announcements from Voice Mail
The NVM-Series Voice Mail system can provide the ACD overflow announcements in
systems that do not have a DSP daughter board installed for VRS. When a caller queues
for an available agent, designated Voice Mail ACD Announcement Mailboxes provide the
overflow messages.
- Escape from Queue with NVM-Series
Escape From Queue uses NVM-Series Call Routing Mailboxes for announcement mes-
sages to provide callers with enhanced options while in queue. After listening to this type
of announcement, they can either wait in queue or dial a digit for an alternate destination.
The destination is typically the operator, a mailbox or an extension.
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