Vertical Summit80 & Summit800
Feature Description and Operation Manual Issue 1.2
36
Programming
Keyset Admin.
Station Group Attributes (PGM 191)
ACD Group Name (PGM 191-Button 22)
Web Admin.
Station Group Assignment ACD Group Type
Station Group Attributes Group Name
Related Features
Station Groups
Hardware
2.7.11 Incoming Call Routing
Description
Incoming calls to an ACD group route directly to the station/agent that has been idle the longest
(Uniform Call Distribution) or an ACD group announcement recorded. If all agents are busy, the
call is queued to the group or routes to the Alternate Destination. The queued caller receives
ACD group announcements or audio from the defined music source. Callers that remain in queue
receive audio from the defined music source or ring-back tone and, after the defined Overflow
time, route to an Overflow destination.
Agents can be assigned a priority from―0‖ ~ ―9‖, ―0‖ being the lowest priority and ―9‖ the highest.
When priorities are assigned, calls are routed to the highest priority Agent that has been idle the
longest.
If there are no Agents active in the group when a call arrives, the call will receive the ―No Member‖
treatment. Intercom calls receive re-order and external callers are routed to an Attendant.
Operation
System
Routing of ACD group calls is automatic based on the ACD group assignments.
Conditions
1. The Alternate ACD Destination can be a group or a station but cannot be a member of
the ACD group.
2. The Overflow destination may be any station or group as well as the ACD group Voice
Mailbox, but cannot be a member of the overflowing ACD group.
3. If an agent becomes available during an announcement, except a guaranteed
announcement, the call is passed immediately to the agent.
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