ARIA SOHO Version 1
Issue 0.2
Feature Description and Operation Manual
June, 2006
Operation
To assign UCD-DND mode, perform the following:
1.
Press the [TRANS/PGM] button.
2.
Press the FLEX button.
3.
Press the [TRANS/PGM] button.
4.
Dial 87 and enter the appropriate Hunt Group number.
5.
Press the [HOLD/SAVE] button to save changes.
NOTE—A UCD Group can not be designated as an alternative loop destination.
Condition
The ARIA SOHO System supports VMIB announcements for hunt Groups. When a call is
received at the secondary VMIB announcement, the caller can be connected to another Station
by the entered number with CCR Service (PGM 228).
2.6.6 Automatic Call Distribution (ACD)
Description
A separate supervisor or common supervisor can be assigned in a UCD Group. The supervisor can monitor the
status of the Group. When a call is queued to a Group for longer than a predefined time or when a predefined
number of calls are queued, the supervisor’s LCD will indicate the number of calls in queue, and the queued tome
for the longest queue. The supervisor can change the overflow destination and timing. The System will provide
traffic (refer to Ref. A) and online status reports, based on the supervisor’s request for the UCD Group including
the following Group statistics:
Total calls
Number of unanswered calls
Average and the longest queued calls
Number and the total time when all agents are busy
Average ringing time before answer
Average service time after answer
Operation
To monitor an agent’s conversation from the ACD Supervisor Station, perform the following:
1.
Call the busy agent and receive a busy tone.
2.
Press the [ACD] flexible button.
3.
The Supervisor can monitor the agent, but will not send audio to the agent.
To report ACD status, perform the following Steps:
1.
Press the {ACD} flexible button.
2.
Dial the ACD Status feature code (refer to values)
1 =
Status
2 =
Database
3 =
Duty / #-Print
3.
In the Status mode, the supervisor can initialize the Group statistics by pressing the [MUTE]
button.
86
