Vodavi XTS-IP Technical Information download pdf (Page 391)

Automatic Call Distribution 4-25

Chapter 4 - Call Distribution - ACD/UCD

Secondary Agents

Description

The Secondary Agent Assignment feature allows stations serving as secondary agents to be

entered into the ACD group. Agents can login to primary and secondary groups. Primary

agents ACD calls from their primary group are presented ahead of ACD calls in their

secondary group.

Programming Steps

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 SECONDARY AGENT flexible button (FLASH 60, Button #8). The following

message displays:

5. To add a station as a secondary agent of the ACD group, use the dial pad as follows:

 Enter SSS 1 (SSS = station).



Press HOLD.

6. To delete a station from being a secondary agent of the ACD group, use the dial pad as

follows:

 Enter SSS 0 (SSS = station).

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

7. To view secondary agents in the ACD group, press button #7. (Each depression toggles

through seven agents at a time.)

Secondary Recorded Announcement

Description

A secondary recorded announcement (RAN) may be assigned to the group. This

announcement can be used for follow-up information after the primary messages. It plays

after the Message Interval Timer setting expires.

Programming Steps

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 SECONDARY RAN flexible button (FLASH 60, Button #11). The following

message displays:

ACD5XX SECONDARY AGENTS

END

ACD5XX SECONDARY RAN 1-8

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