Instruction manual

Page 2054 of 3156 Meridian 911
553-3001-306 Standard 10.00 January 2002
No Hold Conference
M911 abandoned calls cannot be No Hold conferenced.
Not Ready Key
When an abandoned call is presented to an agent and the agent presses the Not
Ready Key, the call is put back into the queue. If an agent is established on
an abandoned call and presses the Not Ready Key, the call is dropped.
Overflow by Count
Abandoned calls contribute to the queue count. An abandoned call can
overflow.
R2MFC Calling Number Identification/Call Detail Recording
Enhancements
M911 trunks do not support Calling Number Identification (CNI). If a CNI is
available on an M911 trunk, in addition to the ANI, the ANI is used for the
CLID.
Supervisor Observe
Since there is no speech path between the ACD agent and the caller, the
supervisor observe feature will be blocked. The supervisor can still press the
observe key to observe an agent active on an abandoned call, but will hear
silence.
Feature packaging
The following packages are required:
• Digit Display (DDSP) package 19
• Basic Automatic Call Distribution (BACD) package 40
• Automatic Call Distribution Package B (ACDB) package 41
• Automatic Call Distribution Package A (ACDA) package 45
• Enhanced Automatic Call Distribution Routing (EAR) package 214
• Meridian 911 (M911) package 224
• Call Waiting Notification (CWNT) package 225