Inter-Tel CS-5400 - Manual (Page 168)

System Features
INTER-TEL
®
CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Page 150 Operational Changes
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If the Remote Call Distribution Hunt Groups premium feature is not included in the
node’s software license, the off-node options will not appear in the list when program-
ming members for ACD hunt groups.
Operational Changes
•
The Station Monitor feature remains limited to a single node. Members who are logged
in to a remote node or who are logged in to the supervisor’s node from a remote node
cannot be monitored.
•
Hunt groups with remote members rely on network links among nodes. Node availabil-
ity and software version compatibility affects hunt group log-in procedures as follows:
— Hunt group members attempting to log in to all hunt groups will be logged in to
only those hunt groups on nodes that are reachable. The display of the user’s
phone will only indicate log-in results for reachable nodes.
— Members logging out of all hunt groups will be logged out of groups on reachable
nodes immediately and will automatically be logged out of groups on unreachable
nodes as soon as the link to the node is restored. The phone will display MES-
SAGE PENDING in this case.
— When users attempt to log in to a remote hunt group on a node running system
software that is not Inter-Tel CS-5200/5400, the endpoint display
will show NOT
AN ACD HUNT GROUP.
— If users try to log into a hunt group on a node that is not Inter-Tel CS-5200/5400,
the display will show the message NOT AN AGENT IN THIS ACD GROUP.
•
The ACD Wrap-Up functions apply the following prioritization method for hunt groups
with remote members:
— The first criterion is priority level. The hunt group with the highest priority gets
the available agent first.
— In the event of a tie in priority, hunt groups located locally take priority over those
located on remote nodes.
— In cases where ties in priority occur within the local node, the hunt group with the
longest camped on call will receive the available agent.
— Given off-node ties in priority, the first hunt group to camp on will receive the
available agent.
Maintenance of Node-Spanning Hunt Groups
•
Deletion of an ACD agent from a hunt group is done from the node on which the hunt
group resides or from a remote node.
— If an agent is deleted on the node containing hunt group(s) of which he is a mem-
ber, then the agent is removed from all hunt group(s) on that node and is logged
out.
— If the agent is deleted from a remote node, the agent is logged off from that node,
but remains a member of any hunt group(s) located on other nodes.
•
If the hunt group is deleted, all remotely logged-in endpoints will be logged out.
•
If the extension number of an ACD Hunt Group is changed, any local or remote end-
points that are logged in will reflect the change. If links are down at the time of the
change, remote nodes will not receive the change and an import/export process will be
necessary to update the information on the affected nodes.
•
Removing an Agent ID from a hunt group agent list logs out any endpoint, local or
remote, that is logged in to that hunt group using that Agent ID.