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

 CALL DISTRIBUTION
Description
Automatic Call Distribution (ACD) uniformly distributes incoming calls
among members of a programmed ACD group. Each ACD group consists of
member estensions. called agents. and a master number. When a call rings
the master number. the system automatically routes the call to the agent that
has been idle (on hook) the longest. The call can be a transferred call or
Intercom call to the master number. ACD obsoletes the need to have a
receptionist or attendant screen and route...

AUTOMATIC CALL DISTRIBUTION
Description
(Cont’d)
For information on the ACD enhancements available in the PBX (ONYX IV),
refer to 
 I-32A.
Programming
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l
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Related Features
Conditions
The maximum call waiting time that displays on the supervisor’s extension is
 (four minutes,  seconds).
Default Configuration
No ACD Groups programmed.
Required Programming
CP- ACD Supervisor    Set the Supervisor  bit for the
supervisor’s extension.
E- Extensions,  Circuit Type  Program the master extension number
with...

AUTOMATIC CALL DISTRIBUTION
Related Features
Feature Operation
Step  
step  
Step 3 
Step 
Step  
Step 6 
Step 1 l
Step 2 l
Step 3 
Step 
Step 1 l
Step 2 
Step 3 l
Step  
Step  
Step 6 
Direct Inward  AccessTo allow    to record the ACD message. enable the following in the trunk’s COS: Call  ACD Supervisor   )
Do Not Putting an extension in Do Sot Disturb temporarily removes it from it’s ACD group.
Extension HuntingA terminal hunt can route to an ACD master number.
System Reports and DiagnosticsThe...

AUTOMATIC CALL DISTRIBUTION
Feature Operation
(Cont’d)
Step 1 l
Step I l
Step 3 
Step  l
Step  
Step 6 
 FEATURES 
To erase the ACD All Agents  announcement (from  attendant
or ACD Supervisor 
estension I:This also erases all the   Assistance  and PersonalGreetings.
Lift handset.
Press INTERCOM.
Look for: INTERCOM  On
Listen for:Dial tone
Press Listen for:
Dial tone stops
Dial 
Press Listen for: Dial tone
 Press 9 to delete the announcement.
OR
 Press  to abort the procedure and leave the announcement...

 CALL DISTRIBUTION (ONYX IV)
Description
Automatic Call Distribution (XCD) in the PBX provides the following
enhancements:
 Enhanced Supervisor Functions
 Simplified ACD  Programming
 Overflow to Voice Mail
 Priority 
 Announcement Message Options
 Programmable Agent Work Time
 Programmable   
 Extended Supervisor’s Timer
For more information on the basics of ACD, refer to Automatic Call
Distribution on page l-29.
Enhanced Supervisor Functions
The supervisor has programmable alert for waiting calls. With...

AUTOMATIC CALL  (ONYX IV)
Description
(Cont’d)
Overflow to 
 
When all agents in the ACD group are busy. waiting calls can 
(divert) to the Voice Mail. an extension or another  group.
Overflow can occur immediately or after a programmed interval. Setting the
overflow is helpful for ACD groups that have an alternate answerer. Calls
don’t just wait in queue --they go to the alternate answerer.
When programming overflow options. refer to the chart 
 the 
Options in Programming.
Priority Answering
ACD can...

 CALL DISTRIBUTION (ONYX IV)
Description
Programmable   
Each ACD member can have a programmable key assigned as an 
Dutv  When the member presses the key, they remove themselves from
 (i.e.. become Off   can no longer receive ACD group calls.
To return 
 to  (i.e.. become On Duty). the member just
presses the 
 again. While Off Duty. the agent can still receive non-ACD
Supervisor’s Timer
The maximum call waiting time that displays on the supervisor’s extension is
99 minutes. In the ONYX 
 systems. the...

AUTOMATIC CALL DISTRIBUTION (ONYX IV)
  
For  EST.
enter the supervisor’s 
number. An extension cnn be a
 for many  groups.
OPTION A OF CALLS BEFORE 
the number of  that can
before 
 rings.
Range is 
  to
have second waiting NOOptions A and B can overlap.
For example, if A is 
call rings) and B is 30
seconds, supervisor 
after 1st call has waited
30 seconds. Supervisor
always rings for 2nd call.For EC-NO. 
OF 
 BEFORE enter 0.
  OPTION B
 CALL WAITING
 ALERT,  ACD should wait 
     

AUTOMATIC  DISTRIBUTION (ONYX IV)
SETTING THE  OPTIONS
ST.4 
For  EST.
 
    
master number.
Mailbox for ACD master number.
Issue 1-OFEATURES 
For  EST.
enter number of 
 
which calls should overflow.
Overflow can also be an
 master.
When all agents are busy. shoul
calloverflow or
O-255 
  If you enter 0, 

AUTOMATIC CALL DISTRIBUTION (ONYX IV)
 PRIORITIES FOR   
START
PRIORITY to set the priority
(O-99). The idle agent with the
 priority gets the 
first. Calls cycle normally amoung
agent5 with same priority.
For each trunk, use 
PRIORITY to set the
priority (O-99). The trunk with
the highest priority gets answered
first. If waiting trunks have same
priority. ACD routes calls FIFO.