Overflow Options - NEC univerge sv8100 Installation Manual

UNIVERGE SV8100
Description
ACD offers extensive overflow options for each ACD Group. For example, a caller
ringing in when all agents are unavailable can hear an initial announcement, called
the 1st Announcement. This announcement can be a general greeting.
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If the caller continues to wait, you can have them hear another announcement, called
the 2nd Announcement.
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If all the ACD Group's agents still are unavailable, the call can automatically overflow
to another ACD Group, offsite via a speed dial bin, Ring Group, or the Voice Mail. If all
agents in the overflow ACD Group are busy, Lookback Routing automatically ensures
that the waiting call will ring into the first agent in either group that becomes free.
You can assign an ACD Group with any combination of 1st Announcement, 2nd
Announcement and overflow method. You can have, for example, a Technical
Service group that plays only the 2nd Announcement to callers and then immediately
overflows to Voice Mail. At the same time, you can have a Customer Service group
that plays both announcements and does not overflow.
The following overflow options are available:
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ACD Installation Manual
1st Announcement: Thank you for calling. All of our agents are currently busy helping other
customers. Please stay on the line and we will help you shortly.
2nd Announcement: Your business is important to us. Your call will be automatically answered
by the first available agent. Please stay on the line.
No Overflow (Mode 0)
A call waits in queue indefinitely for an available agent without an
announcement. If no agents are logged in when the call rings the group, the
caller hears ringback until they hang up or an agent logs in.
Overflow with No Announcement (Mode 1)
If all agents are unavailable, a call to the ACD Group will overflow (i.e., reroute)
to another ACD Group, offsite via a speed dial bin, Ring Group, or the Voice
Mail after a programmed interval. The caller does not hear any messages as the
call is rerouted.

Overflow Options

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