NEC ELECTRA ELITE IPK II, User Manual

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Document Revision 4C Electra Elite IPK II
2 - 64 Automatic Call Distribution (ACD)
The Queue Status Displays shows:
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The number of calls queued for an available agent in the group.

The trunk that has been waiting the longest, and how long it has been waiting.
For each ACD Group, you can set the following conditions:

The number of trunks that can wait in queue before the Queue Status Display occurs.

How often the time in queue portion of the display reoccurs.

If the supervisor should hear a Queue Alarm when the time in queue portion reoccurs.

This alarm is a single beep tone that reminds the supervisor to check the queue.

With Version 1600 or higher , a remote K-CCIS user can call, or transfer to an ACD Pilot number.
However, an incoming K-CCIS call to the ACD Pilot does NOT provide a Link Reconnect.
ACD Overflow (With Announcements)
ACD offers extensive overflow options for each ACD Group. For example, a caller ringing in when all
agents are unavailable can hear an initial announcement (called the 1st Announcement). This
announcement can be a general greeting like, “Thank you for calling. All of our agents are currently busy
helping other customers. Please stay on the line and we will help you shortly.” If the caller continues to
wait, you can have them hear another announcement (called the 2nd Announcement) such as, “Your
business is important to us. Your call will be automatically answered by the first available agent. Please
stay on the line.” If all the ACD Group’s agents still are unavailable, the call can automatically overflow to
another ACD Group or the Voice Mail. If all agents in the overflow ACD Group are busy, Lookback
Routing automatically ensures that the waiting call rings into the first agent in either group that becomes
free.
You can assign an ACD Group with any combination of 1st Announcement, 2nd Announcement and
overflow methods. You can have, for example, a Technical Service group that plays only the 2nd
Announcement to callers and then immediately overflows to Voice Mail. At the same time, you can have
a Customer Service group that plays both announcements and does not overflow.
You can assign an ACD Group to play the Queue Depth only when using the VRS for message. The
Queue Depth can be played after the 1st Announcement only, 2nd Announcement only, or after both
Announcements.
Dial Out of Delay Announcements
When listening to a VRS delay announcement, the caller can press a 1-key option to transfer them out to
another extension, Voice Mail, Ring Group, another ACD Group, and to a Speed Dial bin. The caller can
press the digit during the message only or for X seconds after the message. This is a per Queue option,
but it effects both the first and second delay announcement if set. (
Version 1600 or higher required .)