NEC UNIVERGE NEAX 2000 IPS - Manual (Page 226)

Chapter 12 Automatic Call Distribution with MIS
Page 12- 2 UNIVERGE NEAX 2000 IPS Request for Proposal (RFP) Reference Guide
Issue 6
Service Conditions (Cont)
7. An ACD group number can be used as the destination station of Direct Inward Termination (DIT), or
as a designated Night Service station.
8. An ACD group number can be assigned as the destination station of Off-Hook Alarms, Priority
Calls, and Attendant Night Transfer.
9. ACD group pilot numbers should not be placed in Station Hunting groups. The Station Hunting
feature would take priority over the ACD function.
10. Two types of traffic measurements can be provided for ACD:
a. ACD group Peg Count
Count of incoming calls
Count of answered calls
Count of abandoned calls
Count of waiting calls
Count of all busy calls
b. ACD station Peg count
Count of answered calls
11. Upon initial installation, or after a system initialization (reset), each agent must lift and
restore handset (of their station) to begin receiving calls for the ACD group.
Basic ACD Features
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 agents 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.