NEC ELECTRA ELITE IPK II, User Manual

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Document Revision 4C Electra Elite IPK II
2 - 74 Automatic Call Distribution (ACD)

When Voice Mail Delay Announcements are being played, In-Mail talk paths (ports) are
used.

In-Mail cannot be used for ACD Night Announcement.

Program 41-08-03: ACD Overflow Options – Delay Announcement Source Type is not
supported in
Version 1600 .

The ACI port used for the ACD Delay Announcements program up like Music on Hold
(MOH) ACI ports. Refer to the MOH
Programming on page 2-737 .

Door Boxes do not ring Logged In ACD agents.

Transferred calls to an ACD Queue receive ringback and do not follow PRG 24-02-02.
MIS:

The IPK II system does not buffer the ACD Statistics when the PC running the ACD Server
application is not connected.

If an ACD Queue call is transferred to another logged-in Agent, it shows that both agents
took a call but the queue only shows it as one total call.

The programming of the Agents and Queues in the IPK II system are not transferred to the
PC running the ACD Server/MIS applications. The ACD Server/MIS applications are
programmed separately.

If the caller overflows out of the Queue to a Speed Dial Bin, Ring Group, or Voice Mail it
reports as an abandoned call (
Version 1500 and lower .)

If the caller overflows out of the Queue to a Speed Dial Bin, Ring Group, or Voice Mail it
reports as an overflow call (
Version 1600 or higher required .)

A supervisor assigned to not receive calls or take calls after the overflow timer is reached
shows as idle in MIS when they are logged in and idle even when calls are queued up and
not reaching the overflow timer.
Default Setting
Refer to the Electra Elite IPK II ACD Manual for more details.
System Availability
Terminals
All Terminals