NEC ELECTRA ELITE IPK II, Features And Specifications Manual

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Document Revision 1 Electra Elite IPK II
2 - 48 Automatic Call Distribution (ACD)
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 will ring 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 method. 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.
Agent Log In and Log Out Services
An ACD Agent can log in and log out of their ACD Group. While logged in, the agent is available to
receive ACD Group calls. When logged out, the agent is excluded from the group’s calls. The
programmable keys and alphanumeric display on an agent’s telephone show at a glance when they are
logged in or logged out.
Agent Identity Code (AIC)
An Agent Identity Code (AIC) allows ACD agents to log in any extension without setting Program
41-02-01. Using AIC, ACD agents can also log in to multiple ACD groups at the same time (up to 64
ACD Groups). The system will also allow all extensions (up to the system maximum) to log in using the
same AIC code. AIC and ACD groups for each work period (mode pattern number) can be set in
Program 41-18-01 as shown in the following example.
Table
#
AIC
Operation
Group
Mode Pattern Number
1 2 3 4 5 6 7 8
1 789 1 1 1 - - - - - -
2 789 1 2 1 - - - - - -
3 789 1 16 1 - - - - - -
4 567 10 10 10 10 10 10 10 10 10
5 678 2 2 2 2 2 2 2 2 2
6 678 2 3 3 3 3 3 3 3 3
7 678 2 5 5 5 5 5 5 5 5