Xen IPK
Features and Specifications Manual
Features and Specifications Manual
A20 – 83
D
oc. N
o. 8201 -
Release
1.0
July 20
03
The following maximum assignments for programming ACD groups
and Agents are:
z
Up to 32 Agents can be programmed per system.
z
Up to four ACD Groups can be assigned per system.
Up to 32 Agents can be assigned in one ACD group.
All trunks used for ACD incoming calls must provide a receiving
remote disconnect signal to release abandoned calls.
Overflow is performed only once.
When the overflow destination station is set to Call Forward to an ACD
Group, overflow does not occur.
A Voice Mail Hunt group can be assigned as the destination station
for ACD overflow; however, no DTMF digits are sent to the voice
mail system.
AGENT AND SUPERVISOR FUNCTION
GENERAL DESCRIPTION
This section includes the following features:
Assistance
This feature allows an Agent to call a Supervisor, in the ACD group, for
assistance. Activation of this feature, while on an ACD call, automatically
places the active call on hold and places an assistance call to the
Supervisor. This feature uses a Feature Access or One-Touch key.
Break Mode
This feature allows the Agent to take a position out of the ACD mode without
logging off. Break Mode is used for breaks from work (
e.g
., lunch or coffee
breaks). This feature uses the DND key that is programmed on a Feature
Access or One-Touch key.
Logon/Logoff
This feature allows an Agent to logon/logoff the system. Operating statistics
are collected for the Agent until they logoff. This feature is activated by the
Logon/Logoff key that is programmed on a Feature Access or One-Touch
key on the Agent Position.
Non-ACD Call
This feature allows Agents or Supervisors to receive calls directly from dial
trunks (
e.g.
, Tie line, DID, or DIT) or transferred calls to the agent. The
following ACD calls are counted as non-ACD calls by MIS when they are
picked up by Agents in another group: transferred ACD calls from another
Agent or ACD calls on hold by another Agent.
