Technical data

Hunt Groups 96
SBX IP 320 Features & Operation Guide
Agents
The following features are available to agents in an ACD group.
Agent Login/Logout - It is assigned by the Admin Program. An ACD agent can be assigned to
more than one ACD group.
Agent On/Off Duty - Agent can be On/Off duty by dialing the ACD DND Code
([TRANS/PGM] + 87 + Hunt Group Number) on the dial pad or by pressing the
pre-programmed flexible button.
Alternate ACD Group
An alternate ACD group can be programmed so that if stations are busy, the alternate will be
checked for an available station.
Overflow Station Assignment
An overflow station may be assigned to route callers in queue to a designated station after a
specified time. The overflow station may not be one of the ACD group stations. The overflow
station can be forwarded, if enabled in Admin programming.
Display Queued Calls
LCD Display Queued call count.
LED Indication
The DSS LED of the {ACD Group} will flash at a greater frequency as the number of queued
calls increases.
0 : Off, 01-3 : 60 IPM, 4-6 : 120 IPM, more than 7 : 240 IPM
Supervisor
Supervisor Login/Logout - It is assigned by Admin Programming. Each ACD group can be
assigned a separate supervisor.
Supervisor Monitor - The supervisor monitor provides a means for an ACD supervisor to
monitor an agent's call in progress or to provide assistance. When used, a supervisor may intrude
into an agent's call in a listen only or in a true conference mode. This feature is available with
or without warning tone.
Reroute Queued Call - The supervisor can reroute a queued call to another destination with or
without answer.
QUE Group NO (Queue count)