NEC Xen Ipk Features And Specifications Manual

Features and Specifications Manual A20 – 81
Doc. No. 8201 - Release 1.0
July 2003
Automatic Call 
Distribution (ACD)
A-20
FEATURE 
DESCRIPTIONThe Automatic Call Distribution (ACD) feature permits any incoming calls
(DIT, ANA, DID, and CO Ring Transfer) to a prearranged ACD Group of
Agents. An incoming call is distributed to the Agent of the ACD Group that
has been idle the longest. The ACD feature has four distinct parts: Call
Distribution, Agents and Supervisor Function, Status screens and
Management...

July 2003 NEC Business Solutions Ltd
82  – A20Automatic Call Distribution (ACD)
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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 predetermined
time to be directed to an assigned station or Station Hunt group, but not to
overflow to...

Xen IPK Features and Specifications Manual
Features and Specifications Manual A20 – 83
Doc. No. 8201 - Release 1.0
July 2003
	The following maximum assignments for programming ACD groups
and Agents are:
zUp to 32 Agents can be programmed per system.
zUp to four ACD Groups can be assigned per system.
	Up to 32 Agents can be assigned in one ACD group.
	All trunks used for ACD incoming calls must provide a receiving
remote disconnect signal to release abandoned calls.
	Overflow is performed only once.
	When...

July 2003 NEC Business Solutions Ltd
84  – A20Automatic Call Distribution (ACD)
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July 2003
Answer/Release-Headset
This feature allows an Agent, that is using a headset, to answer or release
an ACD call. This feature uses the Headset On/Off key that is assigned on a
line key in System Programming.
Volume Control-Headset
This feature allows Agents to control the receiving level at their station,
independent of the level of the incoming calls.
Control of Night Mode
This feature...

Xen IPK Features and Specifications Manual
Features and Specifications Manual A20 – 85
Doc. No. 8201 - Release 1.0
July 2003
	Any Agent in an ACD group can busy their station out by pressing the
Logoff key on the Multiline Terminal. When log off is activated, station
users can receive calls directed to their station number (but not the
ACD group number) and originate calls.
	During Break Mode, incoming ACD calls cannot be received.
	ACD MIS interfaces with the Xen IPK MIS application software.
RELATED...

July 2003 NEC Business Solutions Ltd
86  – A20Automatic Call Distribution (ACD)
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¶+BTMExtension Line Key Ring Assignment (Night 
Mode)4-38
¶+AAACD Hunt Time 1-8-40
4When the system is at default this Memory Block must be programmed for the feature to be used.
Order
and
Shortcut
System Data NameMemory 
BlockFunction
1-8-07
Attendant
Page-Line 
Key1-8-08
Station
Page-Line 
Key 

Features and Specifications Manual A21 – 87
Doc. No. 8201 - Release 1.0
July 2003
Automatic Call Distribution 
(ACD Plus)
A-21
FEATURE 
DESCRIPTIONThe NEC ACD Plus is an Automatic Call Distribution ETU that supports up
to 40 agents and 12 supervisors. This feature allows any incoming DIT,
ANA, DID, or CO Ring Transfer call to terminate at a prearranged
ACD Group of agents. The incoming call is either distributed to the agent
that has been idle the longest or in accordance with a programmed
preference...

July 2003 NEC Business Solutions Ltd
88  – A21 Automatic Call Distribution (ACD Plus)
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Call Transfer to ACD Group Queue
CO Trunk calls that terminate to a normal station, ACD agent, or supervisor
can be transferred to an ACD Group Queue.
Night Service
The administration program assigns ACD Groups to follow or ignore night
mode. When an ACD Group is in night mode, the system routes incoming
ACD calls to an Internal Station, Night Announcement, transfer to Attendant,
or...

Xen IPK Features and Specifications Manual
Features and Specifications Manual A21 – 89
Doc. No. 8201 - Release 1.0
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General:
	Calls are answered first in-first out
	Calls are distributed to the longest-idle agent or according to the
priority level assigned to an agent.
	ACD Plus can be programmed per queue to follow or ignore
night mode.
	Maximum programming assignments for ACD Groups and Agents are
listed below:
z120 Agents per system
z12 Supervisors per system
z120 Agents can be assigned to...

July 2003 NEC Business Solutions Ltd
90  – A21 Automatic Call Distribution (ACD Plus)
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July 2003
Headset Volume Control
An agent can control the volume of the headset independently of the volume
of the handset.
Control of Night Mode
The supervisor can activate or deactivate Night Mode using an NT key
programmed on a Feature Access or One-Touch key on the supervisor
terminal. A supervisor can also place an individual queue in night mode
using softkeys once logged on. Each queue...