ESI ORIGINAL IVX, Installation Manual

Page: 68 / 114

F
UNCTION
33 D
EPARTMENT
P
ROGRAMMING
Up to 10 Departments (hunt groups) can be created with a max-
imum of 32 extensions in each. An extension can be assigned
to more than one Department. Department numbers range 200
to 209.
A Department can be designated to be rung in one of the follow-
ing methods: All, In Order, UCD or ACD. A Department can
also be designated as a Pick-Up group.
D
EPARTMENT
H
UNTING
M
ETHODS
I
N
O
RDER
Calls will ring each phone in the order listed. If all are busy or
none answer, the call will call forward as programmed here.
A
LL
Calls will ring all listed phones at the same time. If no extension
answers or all are busy, the call will call forward as programmed
as part of this function.
UCD
Calls will be rotated evenly throughout the listed extensions. If
none answer or all are busy, the call will call forward as pro-
grammed here.
ACD
Calls will be presented to the longest idle logged-on agent. If all
agents are busy, the caller will be played the ACD Queue
Prompt and placed in queue. When an agent becomes avail-
able, the longest holding caller will be connected. If no agents
answer before the Exit Time (Function 154) is reached, the call
will call forward as programmed in this function.
Caller holding in an ACD Department queue will be connected
to music/message-on-hold, during which time the caller can dial
options presented such as 0 for the operator. While on hold, the
caller is periodically played prompts to continue to hold for an
available agent.
The ACD Queue Prompt (Prompt 538) is played when all exten-
sions are busy and the first time the caller has been put on hold
(
“All extensions are busy, please hold and your call will be
answered in the order received" ); and ACD Hold Prompt
(Prompt 539) is played at a 60 sec interval ( "All extensions are
still busy, please continue to hold" ). These prompts can be re-
recorded in Function 61 (Re-Record System Prompts).
IVX
4.18 P
ROGRAMMING