CHAPTER 3 TERMINALS
Issue 5
UNIVERGE NEAX 2000 IPS General Description
Page 136
Attendant Override
This feature permits an Attendant to enter a busy connection (station or trunk) using the
Attendant Console. When this feature is activated, a warning tone is sent to the connected
parties after which, they are connected with the Attendant in a three-way bridge.
Authorization Code
An Authorization Code is a numerical code which will temporarily change a station’s
Class of Service to a Class of Service assigned to that Authorization Code. This new
Class of Service allows access to trunks, dialing patterns, and/or features that would
otherwise be restricted.
Automated Attendant
This feature allows the system to answer incoming trunk calls. The system will supply a
message and/or dial tone to the caller. The caller can then dial the desired extension
number and be directed to that station.
Automatic Call Distribution (ACD)
The Automatic Call Distribution (ACD) feature permits incoming calls to terminate to a
prearranged group of stations. Calls are distributed in the order of arrival to idle terminals
within the group, based on which terminal has been idle the longest period of time.
Stations may log on/log off from the ACD group. Supervisor stations may monitor
conversations of agents.
Busy In/Busy Out - ACD
This feature allows an agent in an ACD group to log their station onto or off of the group.
This allows the system to control whether a call directed to the pilot number of the ACD
group goes to that station or not. This prevents incoming calls from being directed to
stations at which no agent is available.
Call Waiting Indication - ACD
This feature provides a visual indication when an incoming call to an ACD group is
placed in queue, due to an “all agents busy” condition. On external relay controlled
indicator or an LED on a Multiline Terminal can be used to provide Call Waiting
Indication.
Delay Announcement - ACD
This feature allows the system to provide a recorded announcement to an incoming caller
placed in queue to an ACD group. A single announcement, or two separate
announcements, can be provided.
Hunt Past No Answer - ACD
This feature allows calls targeted at an ACD group to hunt past an agent’s station, after a
no answer condition, if the agent forgets to log off of the group and the agent is unable (or
not available) to answer the call.
Immediate Overflow - ACD
This feature allows a call directed to an ACD group to immediately overflow to another
ACD group, upon encountering an “all agents busy” condition.
Priority Queuing - ACD