Automatic Call Distribution (ACD)
Aspila EX Software Manual
Features
73
- Programmable Wrap-up Timer
When an agent finishes their call, the system automatically starts a wrap-up timer and
blocks any ACD calls to the agent. This gives them time to complete important logs and
records before a new call comes in. When the timer expires, the system returns the agent
to the ACD Group to handle new callers.
- InDepth and
InDepth and are Windows-based Management Information Systems that work
with the system’s built-in ACD. These ACD/MIS systems enhance the system with real
time statistics and reports on ACD Group traffic patterns and usage. Refer to the
on page 222 for more.
ACD Queue Status System Updates Changed
The system follows programming to determine whether or not the Queue Status Information will be
displayed, how long it should display, and how often the system refreshes the queue information.
This change allows quicker system performance as it reduces the number of signals the system
must send.
ACD Group as Overflow Destination
The system can transfer an overflow call to a specific ACD Group or to voice mail using Program
41-09. When Program 41-08-02 : ACD Overflow Destination has the ACD Overflow Destination
set to '65', the system will overflow the call to the ACD Group programmed in Program 41-09.
(The system will not allow you to program an ACD group with that ACD group as the overflow.)
For more on Automatic Call Distribution, refer to the ACD Manual
(P/N TBD)
.
Conditions
Refer to the ACD Manual
(P/N TBD)
.
Default Setting
Refer to the ACD Manual
(P/N TBD)
.
Programming
Refer to the ACD Manual
(P/N TBD)
for complete programming details.
•
41-01-01 : System Options for ACD - System Supervisory Extension
41-01-02 : System Options for ACD - Login ID Code Digit
41-01-03 : System Options for ACD - ACD MIS Connection Port
Define the system options for the ACD feature.
•
41-02-01 : ACD Group and Agent Assignments
For each ACD extension number, assign an ACD Group (1-64). An ACD Group number is
assigned to each Work Period number (1-8).
•
41-03-01 : Incoming Ring Group Assignments for ACD Group - ACD Group Number
For each incoming trunk group set up in Program 14-05 (1-100), designate into which ACD
Group (1-64) the trunks should ring for each of the eight Work Periods.
•
41-03-02 : Incoming Ring Group Assignments for ACD Group - Night Announcement
Service
For each incoming trunk group set up in Program 14-05 (1-100), determine if the Night
Announcement Service should be enabled (1) or disabled (0).
•
41-03-03 : Incoming Ring Group Assignments for ACD Group - Priority Data
Assign an Incoming Trunk Ring Group as priority or normal. Use Program 41-05 and 41-06
Summary of Contents for ASPILA EX
Page 1: ...Features Manual 00 01 1 Features 2 Programming ...
Page 15: ...Aspila EX Software Manual Features 1 Features ...
Page 16: ...2 Features Aspila EX Software Manual ...
Page 54: ...Charts and Illustrations 40 Features Aspila EX Software Manual ...
Page 60: ...Charts and Illustrations 46 Features Aspila EX Software Manual Figure 2 MULTIBUTTON TELEPHONE ...
Page 62: ...Charts and Illustrations 48 Features Aspila EX Software Manual Figure 4 24 BUTTON DSS CONSOLE ...
Page 162: ...Department Calling 148 Features Aspila EX Software Manual Description Cont d ...
Page 163: ...Department Calling Aspila EX Software Manual Features 149 Description Cont d ...
Page 166: ...Department Calling 152 Features Aspila EX Software Manual ...
Page 411: ...Aspila EX Software Manual Programming 405 Programming ...
Page 412: ...406 Programming Aspila EX Software Manual ...
Page 1072: ...Program 92 Copy Program 92 01 Copy Program 1066 Programming Aspila EX Software Manual ...
Page 1073: ...Aspila EX Software Manual DXE to Aspila EX DXE to Aspila EX Conversion ...
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