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CHAPTER 2 GENERAL INFORMATION
•Break Mode
This is the state of an ACD position (including supervisory position), which is activated by the agent press-
ing the “BREAK” key to disallow the termination of incoming ACD calls before the agent temporarily
leaves the position.
• ACD Trunk in an FCCS Network
ACD trunks can be accommodated in the multiple nodes within the FCCS network. And via the trunk in
the remote node, ACD calls can be originated or picked up from the agent accommodated in the node that
provides ACDP.
• Agent Anywhere
With this function, ACD agent positions can be installed in multiple nodes of an FCCS Network and that
ACD calls can be distributed with ACD agents in the terminated node. Those agent positions are controlled
by one ACDP in an FCCS Network.
• Expanding ACD capacity
With the ACD Option Service Software, the built-in ACDP capacity will be extended and more than 499
agent positions can be installed.
• Split of Supervisors (see MULTIPLE SUPERVISORS-ACD [M-79A])
Split formed by multiple supervisors. It is beneficial when more than one supervisor to serve a split of
agents.
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