NEC Electra Elite 48/192 Features And Specifications Manual page 80

Electra Elite
SERVICE CONDITIONS
Features and Specifications Manual
Data assignment:
Restrictions:
Alert tone is not provided even when all Agents in the ACD group are
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busy. However, Pooled Line (Outgoing) can indicate the status of
trunks in an ACD group as an alternate method.
General:
When the Agent (in the ACD group where a call is terminated) does
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not answer for a programmed time, the call is transferred to another
Agent in the ACD group.
When the Agents (in the ACD group where a call is terminated) are
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all busy, the call waits in a queue until an Agent is available. The
caller receives a Delay Announcement and Music On Hold. Calls are
answered first-in, first-out.
When the overflow destination station is busy, calls continue
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searching the ACD group for an available Agent.
When an incoming call to an ACD group encounters all ACD Agents
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busy or no answer, the call is queued and the caller receives a
recorded announcement (Delay Announcement) after a programmed
time.
The ACD group is assigned a Pilot number. Calls directed to the Pilot
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number are directed to Agents of that ACD group.
The following maximum assignments for programming ACD groups
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and Agents are:
• Up to 32 Agents can be programmed per system.
• Up to four ACD Groups can be assigned per system.
Up to 32 Agents can be assigned in one ACD group.
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All trunks used for ACD incoming calls must provide a receiving
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remote disconnect signal to release abandoned calls.
Overflow is performed only once.
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When the overflow destination station is set for Call Forward to an
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ACD Group, overflow does not occur.
A Voice Mail Hunt group can be assigned as the destination station
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for ACD overflow; however, no DTMF digits are sent to the voice mail
system.
Issue 6
A - 59