Vodavi XTS-IP Technical Information download pdf (Page 369)

Automatic Call Distribution 4-3

Chapter 4 - Call Distribution - ACD/UCD

Automatic Call Distribution

Description

The Automatic Call Distribution (ACD) feature is available with optional software. When

purchased, Uniform Call Distribution (UCD) is not used and is replaced by the ACD functions

identified in the following sections.

Sixteen (16) Automatic Call Distribution (ACD) groups can be programmed, each containing

up to 252 station numbers.

Each group is assigned a pilot number. When this number is dialed, the first available agent in

that group is rung. Calls are routed to the station that has been on-hook for the longest time

period.

ACD Help

Description

The ACD Agent HELP feature provides a means for an ACD Agent to signal their assigned

supervisor for assistance.

Operation

While on a call in progress, the Agent presses their preprogrammed HELP flexible

button and the following occurs:



A confirmation tone sounds. The agent’s HELP button illuminates if a supervisor is logged

into their ACD group. If no supervisor is logged in, the agent receives a burst of error tone

and the HELP button does not illuminate.

 The ACD supervisor station receives a Help message when an ACD member that belongs

to the same group initiates a Help request. The Help function also sends a Camp-On tone

to the speaker of the supervisor’s keyset. The Help message takes precedence over any

other message and can be cleared by the supervisor by pressing their HELP button.

 At the time the supervisor receives a Help request, they can press their HELP flexible

button followed by the override feature button to bridge onto the ACD group member’s

call. The HELP button places an intercom call to the station requesting Help. The Help

message is cleared after the supervisor's HELP button is pressed. The Help message is also

cleared if the agent was on a call and went back on-hook before the supervisor could

respond. In this case, the Help message is converted to a message wait indication. The

agent can also clear the Help request by pressing their HELP button a second time.

℡

ELECTRONIC TELEPHONE

Not applicable



SINGLE LINE TELEPHONE

Not applicable

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