User manual

CHAPTER 5 FEATURE DESCRIPTION
NEAX 2000 IPS General Description Page 109
NDA-24345, Issue 3
Attendant Delay Announcement
This feature provides an announcement, via a Digital Announcement Trunk Card, to external calls
that are not answered by the attendant within a predetermined time.
Attendant Lockout
This feature denies an Attendant the ability to reenter an established trunk or station connection
without being recalled by that station after the call is put in consultation hold.
Attendant Overflow
When an incoming call, which has terminated from a trunk to the Attendant Console, remains
unanswered after a predetermined time period, this feature provides a change to Night Service for
that particular trunk, or an overflow to an outside trunk.
Attendant Override
This feature permits an Attendant to enter a busy connection (station or trunk) using the Attendant
Console. When this feature is activated, a warning tone is sent to the connected parties after which,
they are connected with the Attendant in a three-way bridge.
Authorization Code
An Authorization Code is a numerical code which will temporarily change a station’s Class of
Service to a Class of Service assigned to that Authorization Code. This new Class of Service allows
access to trunks, dialing patterns, and/or features that would otherwise be restricted.
Automated Attendant
This feature allows the system to answer incoming trunk calls. The system will supply a message
and/or dial tone to the caller. The caller can then dial the desired extension number and be directed to
that station.
Automatic Call Distribution (ACD)
The Automatic Call Distribution (ACD) feature permits incoming calls to terminate to a prearranged
group of stations. Calls are distributed in the order of arrival to idle terminals within the group, based
on which terminal has been idle the longest period of time. Stations may log on/log off from the
ACD group. Supervisor stations may monitor conversations of agents.
Busy In/Busy Out - ACD
This feature allows an agent in an ACD group to log their station onto or off of the group. This
allows the system to control whether a call directed to the pilot number of the ACD group goes
to that station or not. This prevents incoming calls from being directed to stations at which no
agent is available.
Call Waiting Indication - ACD
This feature provides a visual indication when an incoming call to an ACD group is placed in
queue, due to an “all agents busy” condition. On external relay controlled indicator or an LED
on a Multiline Terminal can be used to provide Call Waiting Indication.
Delay Announcement - ACD
This feature allows the system to provide a recorded announcement to an incoming caller placed
in queue to an ACD group. A single announcement, or two separate announcements, can be
provided.