Electra Elite Issue 6
Features and Specifications Manual A - 59
SERVICE CONDITIONS Data assignment:
Restrictions:
Alert tone is not provided even when all Agents in the ACD group are
busy. However, Pooled Line (Outgoing) can indicate the status of
trunks in an ACD group as an alternate method.
General:
When the Agent (in the ACD group where a call is terminated) does
not answer for a programmed time, the call is transferred to another
Agent in the ACD group.
When the Agents (in the ACD group where a call is terminated) are
all busy, the call waits in a queue until an Agent is available. The
caller receives a Delay Announcement and Music On Hold. Calls are
answered first-in, first-out.
When the overflow destination station is busy, calls continue
searching the ACD group for an available Agent.
When an incoming call to an ACD group encounters all ACD Agents
busy or no answer, the call is queued and the caller receives a
recorded announcement (Delay Announcement) after a programmed
time.
The ACD group is assigned a Pilot number. Calls directed to the Pilot
number are directed to Agents of that ACD group.
The following maximum assignments for programming ACD groups
and Agents are:
• Up to 32 Agents can be programmed per system.
• Up to four ACD Groups can be assigned per system.
Up to 32 Agents can be assigned in one ACD group.
All trunks used for ACD incoming calls must provide a receiving
remote disconnect signal to release abandoned calls.
Overflow is performed only once.
When the overflow destination station is set for Call Forward to an
ACD Group, overflow does not occur.
A Voice Mail Hunt group can be assigned as the destination station
for ACD overflow; however, no DTMF digits are sent to the voice mail
system.
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