Electra Elite Issue 6
Features and Specifications Manual E - 15
SERVICE
CONDITIONS
Data Assignment:
The Flash ACD hardware connects to the Electra Elite through ports
recognized by the KSU as Digital Voice Mail ports. Eight ACD ports
are supported.
Voice Prompts and firmware are stored in Flash Memory on the Elite
ACD(8)-U10 ETU. Firmware upgrades are programmed using a
serial port on the ETU.
Restrictions:
Only 40 agents and 12 supervisors can be logged on at the same
time to any or all ACD queues, depending on programming.
When the agent in the ACD Group where a call terminates does not
answer after a programmed number of rings, the call is put back in
the queue and goes to the next available agent or follows overflow.
Only one system administrator can be connected to the server
anytime.
Up to five remote monitors can be connected to the server at the
same time.
General:
Calls are answered first in-first out.
Calls are distributed to the longest-idle agent or according to the
priority level assigned to an agent.
Elite ACD Plus can be programmed per Queue to follow or ignore
night mode.
Maximum programming assignments for ACD Groups and Agents
are listed below:
• 120 Agents per system
• 12 Supervisors per system
• 120 Agents can be assigned to one ACD Group
• 40 Agents and 12 Supervisors can be logged in at the same
time
• Four ACD Groups per system
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