TransTel Communications G1E Plus, User Manual

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ACD-1 operation
ACD-1 operation is best described as Operator Overflow handling for incoming calls. It operates on any inbound
ringing trunk except for Direct In dial calls ringing their assigned station. It does not allow the caller to dial a
destination. It is purely a Call Queuing system. If the customer requires callers to be able to dial a destination then the
system should be set for Auto Attendant (DISA) operation rather than ACD-1.
ACD-1 is standard on the G1E and operates on the built in voice messages The system has 4 channels available to
handle incoming calls simultaneously. However because a 4 channel VSC releases the call after playing the
message, a 4 channel VSC can handle many more trunks in ACD-1 operation.
ACD-1 when enabled answers incoming calls after a programmable time interval, plays a message to the caller and
place the call on hold in a queue for the ring assigned stations. A second message can be programmed to play after a
programmed time interval to apologize for the continuing delay. This message will repeat at the time interval specified
until the caller is answered. A third message can be programmed to operate at a minimum 5 minute time to announce
that there is no one available to take the call and disconnect the caller.
A trunk which is answered by ACD-1 will always indicate that it is ringing on the trunk DSS key and by an audible ring
signal even after being answered by ACD-1. If the assigned ringing stations become free or are free and pick up the
phone while the call is being queued then they will automatically answer the call following normal Ring Line Preference
rules. However, if the caller is being played a Voice message then they will not be automatically connected until the
message is complete and they are returned to the ringing queue. As the DSS button is still indicating incoming ring the
operator can manually press the DSS button of the trunk and pull the call back from the Voice message and answer
this way.
ACD-1 can be configured to answer in 2 ways.
The first option is when ALL the assigned ringing stations are busy (or DND) after the programmed time interval.
The second option is to always answer at the programmed time regardless of the status of these stations.
When the second option is used it is recommended that the ACD-1 be enabled only for day time operation and that the
system be set to Automatic day / night switching to prevent callers being answered after hours when no one is
available.
Clear down of unanswered calls.
Once a call has been answered by the system then there is an issue of what happens if the caller hangs up before
being answered. By default the call will continue to ring until answered by an operator or being cut off by the Timer in
mode 05-09-08. This quickly becomes annoying to operators if they are continually answering calls and hearing busy
tone. The VMU card has Busy Tone Detection capability and in most cases enabling this will clear down calls once
busy tone is heard.
It is also possible to enable either Polarity reversal for incoming calls or Clear Forward depending on the country.
These are features that are provide by the Central Office and will need to be enabled by them.
Related programming modes
IP Item Description
05-06-04 Polarity Reversal for Incoming calls (Australia)
05-09-03 Clear Forward Signal detection (USA, NZ and other markets)
05-09-04 DISA Busy Tone Detect
05-09-06 ACD-1 Answer Delay time
05-09-07 ACD-1 Message 2 Delay time
05-09-07 ACD-1 Disconnect Message Delay Time
29-tk-02 ACD enable