User manual

CHAPTER 5 FEATURE DESCRIPTION
Page 110 NEAX 2000 IPS General Description
NDA-24345, Issue 3
Hunt Past No Answer - ACD
This feature allows calls targeted at an ACD group to hunt past an agent’s station, after a no
answer condition, if the agent forgets to log off of the group and the agent is unable (or not
available) to answer the call.
Immediate Overflow - ACD
This feature allows a call directed to an ACD group to immediately overflow to another ACD
group, upon encountering an “all agents busy” condition.
Priority Queuing - ACD
This feature allows the system to prioritize incoming calls by trunk route and on a per station
basis, when the call enters an ACD queue. When a call is considered as a priority, it is placed at
the beginning of the queue.
Queue Size Control - ACD
On incoming DID/Tie line calls, the system can be assigned a threshold which limits the number
of calls in queue. When the queue size threshold is exceeded, incoming callers are connected to
busy tone.
Silent Monitor - ACD
This feature provides the ACD group supervisor with the ability to monitor a call to an ACD
agent. The silent monitor function gives no indication (as an option) to either the agent or the
calling party.
Automatic Call Distribution (ACD) with Management Information System (MIS)
The Automatic Call Distribution (ACD) with (MIS) provides a management information system to
be used in conjunction with the built-in ACD features of the system. The MIS incorporates a
supervisor's terminal for real-time monitoring of agent activity, amber and red alarms, and hard-copy
summary reports.
Automatic Camp-on
An incoming Direct Inward Termination (DIT) call which has been terminated to a busy station can
be Camped-On automatically. When the busy station becomes idle, the station is automatically called
and connected to the camped on incoming trunk call.
Automatic Number Identification (ANI)
This feature receives the calling subscriber's number automatically sent from T1 network using MF
signaling and displays the calling number on the LCD of a Multiline Terminal and an Attendant
Console.
Automatic Recall
This feature works as a timed reminder. When a call remains on Hold, Camp-On or ringing
unanswered for a fixed interval after being transferred, the station that initiated the hold, transfer, or
Camp-On is automatically alerted.
Automatic Wake-up
This feature allows the system to be programmed to automatically call guest rooms or administration
stations at specified times. Upon answering, the guest is connected to a recorded announcement or
music source. A printout of unanswered or blocked Automatic Wake-Up attempts for each guest
room is provided using the Hotel/Motel printer.