Technical data

ACD Group Service Status 10-10
Chapter 10: ACD (Automatic Call Distribution)
MBX IP Description / Operations & Programming Guide
OPERATIONS
Group Forward Status Manually by Supervisor
1. Dial {ACD Supervisor Group Call Forward} feature code.
OR
2. Press flex button registered as {ACD Supervisor Group Call Forward} feature code.
3. {ACD Supervisor Group Call Forward} flex button is turned on steadily.
Night Status Manually by Supervisor
1. Dial {ACD Supervisor Group Night Mode} feature code.
OR
2. Press flex button registered as {ACD Supervisor Group Night Mode} feature code.
3. {ACD Supervisor Group Night Mode} flex button color is turned on steadily.
Holiday Status Manually by Supervisor
1. Dial {ACD Supervisor Group Holiday Mode} feature code.
OR
2. Press flex button registered as {ACD Supervisor Group Holiday Mode} feature code.
3. {ACD Supervisor Group Holiday Mode} flex button color is turned on steadily.
ACD Call Operation when Group Forward Status
1. ACD call arrives and ACD group is in forward status.
2. System finds the registered destination and the call is forwarded.
ACD Call Operation when Group Overflow or Night or Holiday Status
1. ACD call arrives and group status is in overflow, night, or holiday status.
2. System checks the registered rule.
3. If the defined rule is to release the call, ACD call will be released immediately.
4. If the defined rule is to play announcement, prerecorded announcement is played first
and then ACD call will be released after announcement.
5. If the defined rule is to forward the call, ACD call will be forwarded to the registered
destination.
Release 1.0
November 2010