Technical data

ACD Basic Feature 10-3
Chapter 10: ACD (Automatic Call Distribution)
MBX IP Description / Operations & Programming Guide
4. If [Password Check When Agent Login] is set in admin [PGM214-Flex8], agent has to
enter password on log-in. If password is correct and agent is in log-out state, agent
enters into log-in state.
Agent Log-Out
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-in state, agent is put into log-out state.
ACD Call Operation
1. If an ACD call arrives, system automatically finds an idle agent (not in DND and not in
Work Mode).
2. If there are more than one idle agents, system check the priority of each agent and
then one of longest idle agents will be chosen from the highest priority group.
3. If there is no available agent, the ACD call will be queued and ACD announcement
service is started.
PROGRAMMING
Numbering Plan
Feature Numbering Plan (PGM113) … see details on page A-18
ACD Numbering Plan (PGM118) … see details on page A-23
Station Port
Station Port Attribute (PGM124) … see details on page A-28
PGM 118 BTN RANGE REMARK
ACD GROUP RANGE -- ACD Group Number edit
by range.
1 Start ACD Group Number &
End ACD Group Number
-
ACD GROUP NO -- ACD Group Number edit. 2 ACD Group Number -
PGM 124 BTN RANGE DEFAULT
MSG WAIT INDICATION -- this menu determines the
way to notify a station to wait message.
1 01-48 MW Remind Tone
APPLY DIFF RING -- determine user’s differential ring
mode. Applying to all ring mode or normal ring mode.
2 1-9 All Ring
ICM DIFF RING ID -- set the intercom differential ring
ID – usually 1-4 is valid.
3 000-254 On
Release 1.0
November 2010