Technical data

ACD Basic Feature 10-2
Chapter 10: ACD (Automatic Call Distribution)
MBX IP Description / Operations & Programming Guide
• Administrator or Supervisor can assign a priority to each agent. So when an ACD call
arrives, at first higher priority group's agents will be received the ACD call, and then all
of agents of higher priority group are busy, next priority group's agent will be received
next ACD call.
• Each ACD group can have a maximum of 5 Queuing ACD announcements. Each
group can also have Night, Holiday and Overflow announcements.
CONDITIONS
- Only My-DN number can be assigned as Supervisor or Sub-Supervisor or Agent
Members.
- Model 7008 Keysets cannot be assigned as Supervisor or Sub-Supervisor.
- If one My-DN number is assigned for Supervisor, it cannot be a Sub-Supervisor or an
Agent member. If one My-DN number is assigned for Sub-Supervisor, it cannot be a
Supervisor or an Agent. And also if one My-DN number is assigned for an Agent
member, then it cannot be a Supervisor or a Sub-Supervisor.
- If [Announcement Use When Incoming CO Call] is set in admin [PGM 214 - Flex 6],
when agent answer the ACD call form CO line has, at first Answer Announcement will
be played before conversation.
- If [Agent-Agent Call Restriction] is set as Direct Call Restriction in admin [PGM 214 -
Flex 2], agents cannot make a direct call to other agent.
- If [Call Restriction When Agent Logout] field is set as All-Call in admin [PGM 214 -
Flex 14], no calls are allowed in an agent's terminal in logout status.
- If [Call Restriction When Agent Logout] filed is set as CO Outgoing Call in admin, CO
Outgoing calls are not allowed in an agent's terminal in logout status, but internal calls
are not restricted
- Administrator can assign priority to each agent in admin [PGM124 - FLEX 11]. Range
of priority is from 1 to 20. Lower numbers have higher priority.
- If a user wants to transfer a call to an ACD group, this call will be handled as only
unscreened transfer feature. So, when user wants to make a transfer to an ACD
group, the call will be directly transferred to the ACD group and the transfer initiator
goes to idle state automatically.
OPERATIONS
Agent Log-In
1. Dial {ACD Agent Log-In/Out} feature code.
OR
2. Press flex button registered as {ACD Agent Log-In/Out} feature code.
3. If agent is in log-out state, agent is put in log-in state.
Release 1.0
November 2010