NEC Electra Elite 48/192, Руководство по функциям и спецификациям

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A - 58 Automatic CallDistribution (ACD)
Issue 6 Electra Elite
CALL PROCESSING
GENERAL
DESCRIPTION The following features are included:
Abandoned Call Search
Abandoned incoming calls are not connected to Agent Positions. The
system can recognize abandoned calls and remove them from the queue
on trunks that provide calling party disconnect supervision.
Call Distribution to Agents
Calls are automatically and uniformly distributed among Agents in an ACD
Group. Calls are distributed to the longest idle Agent Position. When
incoming calls are held, the oldest call is connected to the first available
Agent position.
Call Transfer to ACD Group Queue
CO Trunk calls that terminate to either a normal station, ACD Agent, or
Supervisor Position may be transferred to an ACD group queue.
Night Service
When the ACD group is placed in Night Mode, the system can route all
incoming ACD calls to one of the following: Internal Station, Night
Announcement, transfer to the Attendant, or Trunk-to-Trunk Transfer.
Overflow
Overflow Service allows calls held in queue for more than a programmed
time to be directed to an assigned station or Station Hunt group, but not to
overflow to another group.
Queuing
All incoming calls destined for ACD groups are placed in queue when no
Agent in the ACD group is presently available to handle the call. Queue is
used to provide service in order of arrival (first in-first out).
Pilot Numbers
Pilot numbers (Access Codes to ACD functions) are programmed in the
System Data according to the numbering plan in effect for the system.
Pilot numbers do not correspond to any line appearance in the Electra
Elite systems. No hardware equipment is required to assign a Pilot
number. An ACD Group Pilot number should not be programmed in a
Station Hunt group. The Station Hunt feature takes priority over the ACD
function.