Summit & Summit 800
Feature Description and Operation Manual
Issue 1.2
29
2.7.5 Auto ACD DND Unavailable Service
Description
An Agent who does not answer a call offered from an ACD group within the ACD No-Answer
timer is placed in a “No response” unavailable status, called ACD DND. In this state, the Agent is
Off-duty and will not receive ACD calls from the group. If the Auto DND Reason code is “0”,
after the ACD DND Wrap timer expires, the Agent returns to available status. Otherwise the
Agent must return to the On-duty status manually.
Operation
System
Auto ACD DND activates automatically when Reason code “0” is assigned;
Agent iPECS IP & LDP Phones
To return to the On-duty status;
1. Dial “571”, the Agent On/Off Duty Code.
2. Dial the ACD group number.
Or,
1. Press the
{ACD ON/OFF-DUTY}
button.
2. Dial the ACD group number unless assigned in the button.
SLT
To return to the On-duty status;
1. Lift the handset,
2. Dial “571”, the Agent On/Off Duty Code
3. Dial the ACD group number.
Conditions
1. The system will output an Agent Available message with a Reason code when an
Agent changes availability status.
2. At the Supervisor's phone, the LED of a Flex button assigned for an agent’s Station will
flash at the DND rate. The supervisor may call the Station.
Programming
Keyset Admin.
NUMBERING PLAN
Agent On/Off Duty (PGM107-Button 2)
STATION
Auto ACD DND Reason (PGM 113-Button 15)
STATION GROUPS
ACD Group (PGM 191)
ACD No Answer Timer (PGM 191-Button 24-22)
Web Admin.
SYSTEM ID
&NUMBERING PLANS
Flexible Numbering Plan
ACD Agent On/Off Duty
