TransTel Communications Lynx DK6 Series, Master Programming Manual

Page: 178 / 185

Page
178
ACD-1 operation
ACD-1 operation is best described as Operator Overflow handling for incoming calls. It operates on any
inwards 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 LYNX and operates on the built in voice messages The DSP has 4 channels
available to handle incoming calls simultaneously but as it 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 apologise 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 ring assigned 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 the normal Ring Line Preference rules. If however the caller is being played a Voice message
then they will not be automatically answered 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, firstly when ALL the ring assigned stations are busy (or
DND) after the programmed time interval or to always answer at the programmed time irrespective 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 and queued even though the premises are unattended.
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. In default this call will continue to ring until answered by an operator or being
cut off by the Timer in mode 05-09-08. This will become 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. In
some cases there will be charges involved.
Related programming modes
IP Item Description
05-06-04 Polarity Reversal for Incoming calls (Australia)
05-09-03 Clear Forward Signal detection (NZ, USA 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