Section 3: Features
32
Product Description
Attendant Call Queuing
Description
Attendant extensions can have up to 32 incoming calls queued before additional callers hear busy
tone. This helps minimize call congestion in systems that use the attendant as the overflow destina-
tion for unanswered calls. For example, you can program Direct Inward Lines and Voice Mail calls
to route to the attendant when their primary destination is busy. With Attendant Call Queuing, these
unanswered calls would normally “stack up” for the attendant until they can be processed.
The 32 call queue total includes Intercom, DISA, DID, DIL, tie line and transferred calls. If the
attendant doesn’t have an appearance for the queued call, it waits in line on a CALL key. If the
attendant has more than 32 calls queued, an extension can Transfer a call to the attendant only if
they have Busy Transfer enabled.
Attendant Call Queuing is a permanent, non-programmable system feature.
Automatic Call Distribution (ACD)
Description
Automatic Call Distribution (ACD) uniformly distributes calls among member agents of a programmed
ACD Group. When a call rings into an ACD Group, the system automatically routes the call to the agent
that has been idle the Automatic Call Distribution is much more sophisticated and comprehensive than
Department Calling and other group services - it can accurately judge the work load at each agent and dis-
tribute calls accordingly. The system allows up to 64 ACD Groups.
You can put any agent in any group. In addition, an agent can be in more than one group as long as only one
of the groups is active at a time. This allows, or example, a Technical Service representation to answer Cus-
tomer Service calls at lunch time when many of the Customer Service reps are unavailable.
The ACD Master Number is the “extension number” of the whole group. Calls directly ringing or trans-
ferred to the ACD Master number enter the group and are routed accordingly. Although the master number
can be any valid extension number, you should choose a number that is out of the normal extension range.
Aspire
•
Available
Aspire
•
Available - 64 ACD Groups.
•
For more information, refer to the ACD Manual
(P/N TBD)
.
