TiE Onyx 2, 3, 4, 5 Service And Programming Manual

E- EXTENSIONS
EP- PRIORITY (ONYX IV)
Description
Related
Programming
Feature Reference
Instructions
Step 1 l
Step 
Step 2 
Step 3 l
Issue 1-O
Use this option to set the priority for Automatic Call Distribution agent
extensions. The range is 00 
 priority) to 99 (highest priority). Lower
priority agents 
 calls  when all  priority agents are busy.
This option only applies to ONYX IV.
Conditions
None
Default 
00 (lowest priority)
Automatic Call Distribution (ONYX IV)
Refer to the charts provided with the...

E- EXTENSIONS
EU- MASTER EXTENSION OF ACD GROUP (ONYX IV)
Description
Related
Programming
Feature Reference
Instructions
Step  l
Step 1 l
Step 2 
Step 3 
Use this option to designate the Automatic Call Distribution group master
extension number. Make sure the number you assign is an uninstalled
extension port (i.e.. 
 Circuit  When programming ACD group
members. refer to the 
Setting Other  Functions programming chart with
the Automatic Call Distribution (ONYX IV) feature.
This option 
 applies to ONYX...

E- EXTENSIONS
EU- 
 GROUP NUMBER (ONYX IV)
Description
Related
Programming
Feature Reference
Instructions
Step  
Step 1 
Step 2 l
Use this option to assign a  (from l-16) to each ACD group.-When
entering data. this associates the EU options that follow with the group 
you
want to program. The system allows a total of 16 ACD groups.
This option only applies to ONYX IV.
Conditions
None
Default 
No ACD groups defined.
Automatic Call Distribution (ONYX IV)
Refer to the charts provided with the ACD (ONYX IV)...

E- EXTENSIONS
EU- SUPERVISOR’S EXTENSION (ONYX 
Description
Related
Programming
Feature Reference
Instructions
Step  
Step 1 
Step  
Use this option to assign the ACD Group supervisor extension. An extension
can be a supervisor for any number of ACD groups (up to a maximum of 16).
For maximum performance. a supervisor extension should be a display set
with a DSS Console.
This option 
 applies to  IV.
None
Default 
No supervisor assigned (300).
Automatic Call Distribution (ONYX IV)
Refer to the charts...

E- EXTENSIONS
EU- NO. OF CALLS WAITING BEFORE ALERT (ONYX IV)
Description
Use this option to determine the number of calls that can queue for 
ACD group before the  extension rings. The range is l-99. If
your entry is 1. for example. the supervisor’s phone rings for the 
queued call. If your  is 2. for  the supervisor’s phone rings only
when there are three calls queued.
This option only applies to ONYX IV. It works independently of EU- Call
Waiting Time Before Alert. See the chart 
Setting Supervisor...

E- EXTENSIONS
EU- CALL WAITING 
 BEFORE ALERT (ONYX IV)
Description
This option sets how long a waiting call remains queued for an ACD 
before the supervisor extension rings. The range is l-255 seconds. If 
entry is 10. for example. a call will wait in queue for 10 seconds before 
rings at the supervisor.
This option only applies to 
 IV. It works independently of EU- No. of
Calls Waiting Before Alert. See the chart Setting Supervisor Functions with
the Automatic Call Distribution (ONYX IV) feature....

E- EXTENSIONS
EU- 
 CONTROL OF NIGHT MODE (ONYX IV)
Description
Use this option to allow or deny the ACD group supervisor the ability to put
the ACD group in the night mode.While 
 the night mode. trunks terminated
to the ACD master (in 
 Direct Trunk Termination) will ring the night
destination (set in EI- Night Call Routing).
This option only applies to ONYX IV.
Conditions
None
Default Value
Supervisor cannot put ACD group in the night mode (N).
Related
Programming
Automatic Call Distribution (ONYX...

 EXTENSIONS
EU- 
 EXTENSION (ONYX IV)
Description
Related
Frogramming
Feature Reference
Instructions
Step 1 l
Step 1 
Step 2 
Use this option to designate the Automatic Call Distribution group overflow
destination. if 
 The overflow destination can be an  an
 group or the Voice Mail system.
For this overflow
destination...
Enter...
Extension . Extension number
 Group. . . master number
Voice Mail . . VX master number
No overflow . . 300
This option only applies to ONYX IV.
None
Default Value
No overflow...

E- EXTENSIONS
 AGENT’S WORK TIME (ONYX IV)
Description
Related
Programming
Feature Reference
Instructions
Step 1 
Step 1 
Step  
This option sets the interval Automatic Call Distribution waits before sending
an agent their next call. When an agent hangs up. ACD waits this time before
ringing the agent’s phone with a new ACD call. The range is l-255 seconds.
This option 
 applies to ONYX IV.
Conditions
None
Default Value
No agent work time (0).
Automatic Call Distribution (ONYX IV)
Refer to the charts...

E- EXTENSIONS
EU- DELAY BEFORE 
 FROM QUEUE (ONYX IV)
Description
When all  in an Automatic Call Distribution Group are busy.-this option
sets the delay before call overflow occurs. This option applies only if vou
designate an estension or 
 master number for EU- Overflow 
This option does not apply if  enter 300 for EU- Overflow Extension. The
 is l-255.    seconds.  seconds, etc. An entry of 0 is one
minute.
This option only applies to 
 IV.
Conditions
None
Default Value
One minute delay (0).
Related...