HYBREX G1E, Installation & Programming Manual

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G1E Programming Manual
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05-06-07 Single Line Telephone Hold Procedure
05-10 Voice Mail Leading Digits
05-12-05 Voice Mail Integration Type
Programming Operations
ACD-1 operation
ACD-1 operation is best described as Operator Overflow handling for incoming calls. It operates on any inwards
ringing trunk except for Direct Indial calls ringing their assigned station. It does not allow the caller to dial a
destination it is purely a Call Queuing system. If the customer requires callers to be able to dial a destination
then the system should be set for Auto Attendant (DISA) operation rather than ACD-1.
ACD-1 is standard on the G1E/G1E+ and operates on the built in voice messages The DSP has 4 channels
available to handle incoming calls simultaneously but as it releases the call after playing the message a 4
channel VSC can handle many more trunks in ACD-1 operation.
ACD-1 when enabled answers incoming calls after a programmable time interval, plays a message to the caller
and place the call on hold in a queue for the ring assigned stations. A second message can be programmed to
play after a programmed time interval to apologise for the continuing delay. This message will repeat at the time
interval specified until the caller is answered. A third message can be programmed to operate at a minimum 5
minute time to announce that there is no one available to take the call and disconnect the caller.
A trunk which is answered by ACD-1 will always indicate that it is ringing on the trunk DSS key and by an
audible ring signal even after being answered by ACD-1. If the ring assigned stations become free or are free
and pick up the phone while the call is being queued then they will automatically answer the call following the
normal Ring Line Preference rules. If however the caller is being played a Voice message then they will not be
automatically answered until the message is complete and they are returned to the ringing queue. As the DSS
button is still indicating incoming ring the operator can manually press the DSS button of the trunk and pull the
call back from the Voice message and answer this way.
ACD-1 can be configured to answer in 2 ways, firstly when ALL the ring assigned stations are busy (or DND)
after the programmed time interval or to always answer at the programmed time irrespective of the status of
these stations.
When the second option is used it is recommended that the ACD-1 be enabled only for day time operation and
that the system be set to Automatic day / night switching to prevent callers being answered after hours and
queued even though the premises are unattended.
Clear down of unanswered calls.
Once a call has been answered by the system then there is an issue of what happens if the caller hangs up
before being answered. In default this call will continue to ring until answered by an operator or being cut off by
the Timer in mode 05-09-08. This will become annoying to operators if they are continually answering calls and
hearing busy tone. The VMU card has Busy Tone Detection capability and in most cases enabling this will clear
down calls once busy tone is heard.
It is also possible to enable either Polarity reversal for incoming calls or Clear Forward depending on the country.
These are features that are provide by the Central Office and will need to be enabled by them. In some cases
there will be charges involved.
Related programming modes
05-06-04
Polarity Reversal for Incoming calls (Australia)
05-09-03 Clear Forward Signal detection (NZ, USA and other markets)
05-09-04 DISA Busy Tone Detect