Technical data

Hunt Groups 95
SBX IP 320 Features & Operation Guide
Admin Programming
Hunt Attributes (PGM 191)
• FLEX 18: Circular/Terminal group
• FLEX 15: Ring group
• FLEX 23: UCD group
Automatic Call Distribution Groups (ACD Groups)
A separate supervisor or common supervisor can be assigned in an ACD group. The supervisor
can monitor the status of the group. When a call is queued to a group for longer than a predefined
time or when a predefined number of calls are queued, the supervisor's LCD will indicate the
number of calls in queue, and the queued time for the longest queue. The supervisor can change
the overflow destination and timing. The system will provide traffic and on line status reports,
based on the supervisor's request for the ACD group, including the following group statistics:
• Total calls
• Number of unanswered calls
• Average and the longest queued calls
• Number and total time when all agents are busy
• Average ringing time before answer
• Average service time after answer
An ACD Supervisor can activate two-way recording when monitoring an agent's conversation.
Queue Information of Queuing Call count is automatically displayed at the Supervisor’s LCD,
as well as at the Agents’ LCDs.
Operation
VMIB Announcement
The VMIB announcements can be assigned to provide different messages to each ACD group.
The system ACD groups can be programmed to provide announcements to incoming calls to a
group where all station are busy. Both primary and secondary announcements will be available
and a guaranteed announcement may be assigned.