Instruction manual

System Features
INTER-TEL
®
5000 ADMINISTRATOR GUIDE – Issue 2.3, September 2007
ACD Hunt Groups Span Nodes
Page 133
3. IC calls
a. Direct ring-in calls
b. Transferred calls
c. Recalls
d. Camped-on calls
Group Call Pick-up can retrieve calls only from endpoints that are currently logged in to the
hunt group. You cannot use this feature to pick up calls from members who have logged out
using the Hunt Group Remove feature code. Also, Group Call Pick-up cannot be used on ACD
Hunt Groups that use Agent IDs. It can only be used on hunt groups that use lists of exten-
sions. If the ACD Hunt Group flag is enabled, the Group Call Pick-up flag will be dimmed.
To pick up a call that is ringing at a hunt group:
1. Lift the handset, and/or enter the Reverse Transfer feature code (4). You hear a single
progress tone.
2. Dial the pilot number of the hunt group where the call is ringing.
Inter-Tel endpoints: If the system is programmed for direct connection of reverse
transferred calls, you are immediately connected. If not, press the flashing
CALL, indi-
vidual trunk, or button.
Single line endpoints: You are automatically connected.
ACD Hunt Groups Span Nodes
The premium feature called Remote Automatic Call Distribution Hunt Groups allows ACD
hunt groups to span nodes. Node-spanning ACD hunt groups can have either members or ACD
Agent IDs.
• Members: ACD hunt group members may include off-node endpoints, off-node single
lines, and Hunt Group Member extension lists.
• ACD Agent IDs: Unlike members, there are no off-node Agent IDs. Agent IDs are con-
sidered global throughout all nodes in which the Agent exists. This means that if you
create Agent ID 100 on one node, you must also create Agent ID 100 on all other nodes
that have an endpoint that a user may want to login to the hunt group using that ID.
The Remote ACD Hunt Groups premium feature must be included in the software license
where the hunt group resides as well as any node that wants to have users login to the node-
spanning hunt group. Because of this fact, several cases must be considered.
Table 21 shows the different displays and results for logging in to and out of ACD hunt groups
with the different combinations of the premium feature and the ACD Hunt Group enabled/dis-
abled.
.
IC
Table 21. Displays and Results for Logging In and Out
Endpoint
Node
Hunt Group
Node
Login
Display
Login
Result
Login “All”
Display
Login “All”
Result
Yes Yes AGENT
LOGGED
INTO HUNT
GROUP
XXXX
Agent
logged into
hunt group.
AGENT
LOGGED INTO
ALL ACDS
Agent logged
into all local
and remote
groups.