Technical data

CCR Service During ACD Announcement 10-28
Chapter 10: ACD (Automatic Call Distribution)
MBX IP Description / Operations & Programming Guide
CCR Service During ACD Announcement
Administrator can set about CCR service during each Announcement service. In each ACD
Group has 8 Announcement for CCR (5 Queuing Announcements, Night, Holiday, and
Overflow Announcements).
Administrator can make rule CCR usage during each kinds of Announcement. If each kinds of
announcement's Tone type is set as announcement and then CCR usage is set. During
announcement service if some of number is detected, CCR rule in Announcement table will be
operated.
The System can provide CCR Service during queuing announcement according to the CCR
option.
A CCR Table defines a dialed digit (0-9, #, and *) to a designated route; each individual digit
corresponds with a route:
•Station
• Station Group
• CO Group Access Code
• Internal Page Zone
• Voice Mail Access Code
• CCR Access Code + VMIB Announcement
• CCR Access and Drop Code + VMIB Announcement
• Conference Room
• Net number
In addition, the System will monitor digits for a system numbering plan(eg station number). if
the User dials a Station number, Group Queuing Service is finished and a call is routed to the
dialed destination
CONDITIONS
- SIP/ISDN Terminal does not support CCR feature.
- In case of Agent Answer Announcement, CCR option is not applied.
OPERATIONS
CCR Operation During Queuing Announcement
1. ACD call arrives and all the agents are not ready to receive the call.
2. ACD call will be queued and then Queuing Announcement will be served.
3. During Announcement caller dial number.
4. Defined CCR table in Announcement table will be referenced.
Release 1.0
November 2010