Vodavi XTS-IP Technical Information download pdf (Page 375)

Automatic Call Distribution 4-9

Chapter 4 - Call Distribution - ACD/UCD

ACD Overflow Station Assignment

Description

When an overflow station is assigned, callers that remain in queue for a specified amount of

time are routed to the assigned overflow station. The overflow station may not be one of the

ACD group stations. Only CO calls transferred to a ACD group overflow to the overflow

station when RAN tables are assigned.

Programming Steps

To assign an ACD Overflow Station:

1. Press FLASH and dial [60].

2. Enter the group number (550-565) on the dial pad.

3. Press HOLD. A confirmation tone sounds and the display updates.

4. Press the OVERFLOW ASSIGN flexible button (FLASH 60, Button #3).

5. Enter a valid station number to designate the ACD Group’soverflowstation.

6. Press HOLD to save the entry. A confirmation tone sounds and the display updates.

To delete an ACD Overflow Station:

1. Press [#] three times.

2. Then press the HOLD button.

ACD Overflow Available/Unavailable

Description

An overflow station may be assigned to route callers in queue to a designated station after a

specified time.

The Overflow station may remove themselves from their assigned group by dialing the

Overflow Available/Unavailable code. When the Overflow station is in the available mode,

that station receives ACD calls in the normal manner. When the Overflow station is in the

Unavailable mode, that station no longer receives ACD calls, however they may receive

non-ACD calls. The Overflow station that went Unavailable receives a visual reminder with a

flashing LED. The overflow station may NOT be one of the ACD group stations.

Operation

To place a station in Available Mode:

Dial [578] on the dial pad,

-or-

Press the preprogrammed AVAILABLE/UNAVAILABLE button. You may now receive ACD

calls.

ACD5XX OVERFLOW STATION

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