Document Revision 4C Electra Elite IPK II
2 - 76 Automatic Call Distribution (ACD)
41-14-13-3 ACD Options – Destination Number (Version 1600 or higher required)
For each ACD Queue (1~64), assign the destination number for the assigned Destination Type.
(Up to eight digits).
41-14-14 ACD Options – DTMF Detection Assignment during Delay Announcement (Version 1600
or higher required)
For each ACD Queue (1~64), assign if the One-Digit Dial Out option can (1 = Yes) or cannot
(0 = No) be pressed during the Delay Announcements.
41-14-15 ACD Options – DTMF Detect Time after Delay Announcement Message (Version 1600 or
higher required)
For each ACD Queue (1~64), assign the time (0~64800 seconds) after the Delay
Announcement that the One-Digit Dial Out option works.
Operation
Using the Headset with Automatic Answer for ACD Agents:
1. With the multiline terminal idle, press Feature.
2. Press the HEADSET key (PRG 15-07-01 or SC 751: 05).
The Headset key blinks when Automatic Headset is activated.
To cancel Automatic Headset, repeat these steps.
Transferring Trunk Calls to the ACD Pilot Number:
1. While on an outside call, press Transfer.
2. Dial the ACD Pilot number.
3. Hang up.
The call is transferred to the ACD group.
A Supervisor can monitor an ACD call:
1. When an ACD agent is on an outside call, the supervisor presses the MONITOR key (PRG
15-07-01 or SC 752:
15).
The supervisor can hear but cannot participate in the call. If participation is required, use the Barge-In feature
instead.
2. To cancel the call monitoring, press the MONITOR key again.
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