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NDA-24282 (E) CHAPTER 5
Page 291
Revision 1.0
SPLITS - ACD
Assist Destination
A destination to receive calls when an agent presses the Assist Key can be specified for each split.
Auto Ready after PBX Call
A feature may be setup such that an agent’s position will be automatically replaced in the Ready Mode at the
conclusion of a call on their PBX line.
Auto Work with PBX Answer
ACD positions may be automatically placed in the Work Mode when an agent answers an incoming call on their
PBX line.
Auto Work with PBX Ringing
ACD positions may be automatically placed in the Work Mode when an incoming call begins to ring on their
PBX line.
Auto Work with PBX Dialing
ACD positions may be automatically placed in the Work Mode when an agent receives dial tone in order to place
an outgoing call on their PBX line.
Break Types
By simply pressing a digit ‘1’ through ‘9’ when entering the Break Mode the MIS systems can track more
closely how an agent’s time is being spent.
Call Recover Timer
After a call has been assigned to an agent’s position it is expected to be answered within a certain short period
of time. If the call is not answered it can be programmed to be recovered and placed back in queue. At this time
it will be connected immediately to another agent if one is available or will wait as the highest priority call to
be connected as soon as one is available.
Call Waiting Chime On
The Call Waiting feature includes an optional chime which sounds only at ACD positions which are in the Work
Mode at the moment the CW light turns on or begins flashing.
Call Waiting Threshold
The Call Waiting LED can be programmed to light when ‘X’ calls are in queue and begin flashing when there
are ‘Y’ calls in queue. The thresholds are programmed independently for each split.
Conditional Threshold
Certain splits may be programmed to only accept overflow calls from other splits only if certain thresholds have
not been exceeded. Either too many calls in queue or not enough available agents can prevent conditionally
queued incoming calls from reaching this split.