System information

Program 41 : ACD Setup
41-14 : ACD Options
638 ◆ Programming UX5000 Software Program Manual
09 Automatic Wrap Up End Time 0-64800 (Seconds) 0
10 ACD No Answer Skip Time
Set how long a call into the ACD Group
will ring an idle extension before routing
to the next agent. This timer must be
greater than Program 20-04-03 : Delay
Ring Timer for the ACD Call Coverage
Key with delayed ringing to work.
0-64800 (Seconds) 10 20-04-03
11 -- Not used --
12 Start Headset Ear Piece Ringing
(for SLT)
0-64800 (Seconds) 0
13 ACD Queue 1-Digit Assignment
When the VRS provides the announcements for an ACD queue, a caller waiting in the
ACD queue for an available agent, can dial a single digit code to exit the queue and be
transferred to a defined destination. This option can be set to allow the user to dial out
during the delay announcement or within a set time after the announcement finishes. In
order for this option to work, a VRS must be installed in the UX5000 and it must be pro-
viding the ACD announcements. Define the options for escaping from queue:
41-14-14
41-14-15
• ACD Group Number 01-64 -
• Single Digit Code 1-9, 0, *, # No
Entry
• Destination Type
If the Destination Type is set to call an
extension, if the extension is busy at the
time the caller presses the single digit
code, the call will stay in queue.
If the Destination Type is set to call an
Abbreviated Dial number and all trunks
are busy, the UX5000 will automatically
retry every 5 seconds. This is a fixed timer
and can not be changed. If a trunk
becomes available within the 5 seconds,
the UX5000 waits until the timer expires
before seizing the trunk.
If the Destination Type is set to transfer to
an extension number, if the destination
extension is set for Call Forwarding, the
Call Forwarding will be ignored.
If the Destination Type is set to transfer to
the voice mail, create a separate voice mail
box for each ACD pilot number (Program
11-17). The caller will be transferred to the
voice mail box for that group.
0 = None
1 = Extension or Voice Mail
2 = Incoming Ring Group
3 = Abbreviated Dial Bin
4 = ACD Group
0
(None)
11-17