Chapter 9 Descriptions
UNIVERGE
NEAX
2000 IPS
Request for Proposal (RFP) Reference Guide
Page 9- 9
Issue 6
Automatic Call Distribution (ACD)
The Automatic Call Distribution (ACD) feature
permits incoming calls to terminate to a
prearranged group of stations. Calls are
distributed in the order of arrival to idle
terminals within the group, based on which
terminal has been idle the longest period of
time. Stations may log on/log off from the
ACD group. Supervisor stations may monitor
conversations of agents.
Busy In/Busy Out - ACD
This feature allows an agent in an ACD group to
log their station into or out of the group. This
allows the system to control whether a call
directed to the pilot number of the ACD group
goes to that station or not. This prevents incoming
calls from being directed to stations at which no
agent is available.
Call Waiting Indication - ACD
This feature provides a visual indication when an
incoming call to an ACD group is placed in queue,
due to an “all agents busy” condition. On external
relay controlled indicator or an LED on a Multiline
Terminal can be used to provide Call Waiting
Indication.
Delay Announcement - ACD
This feature allows the system to provide a
recorded announcement to an incoming caller
placed in queue to an ACD group. A single
announcement, or two separate announcements,
can be provided.
Hunt Past No Answer - ACD
This feature allows calls targeted at an ACD group
to hunt past an agent’s station, after a no answer
condition, if the agent forgets to log off of the
group and the agent is unable (or not available) to
answer the call.
Immediate Overflow - ACD
This feature allows a call directed to an ACD
group to immediately overflow to another ACD
group, upon encountering an “all agents busy”
condition.
Priority Queuing - ACD
This feature allows the system to prioritize
incoming calls by trunk route and on a per station
basis, when the call enters an ACD queue. When
a call is considered as a priority, it is placed at the
beginning of the queue.
Queue Size Control - ACD
On incoming DID/Tie line calls, the system can be
assigned a threshold which limits the number of
calls in queue. When the queue size threshold is
exceeded, incoming callers are connected to busy
tone.
Silent Monitor - ACD
This feature provides the ACD group supervisor
with the ability to monitor a call to an ACD agent.
The silent monitor function gives no indication (as
an option) to either the agent or the calling party.
Automatic Call Distribution with
Management Information System (MIS)
The Automatic Call Distribution (ACD) with
Management Information System (MIS)
feature provides a management information
system to be used in conjunction with the
built-in ACD features of the system. The MIS
incorporates a supervisor's terminal for real-
time monitoring of agent activity, amber and
red alarms, and hard-copy summary reports.
Automatic Camp-on
An incoming Direct Inward Termination (DIT)
call which has been terminated to a busy
station can be Camped-On automatically.
When the busy station becomes idle, the
station is automatically called and connected
to the camped on incoming trunk call.
