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CHAPTER 2 NDA-24282
Page 18
Revision 1.0
GENERAL INFORMATION
• Break Mode
This is the state of an ACD position (including supervisory position), which is activated by the agent
pressing the “BREAK” key to disallow the termination of incoming ACD calls before the agent temporarily
leaves the position.
• ACD Trunk in a Fusion Network
ACD trunks can be accommodated in the multiple nodes within the Fusion network and via the trunk in the
remote node, ACD calls can be originated or picked up from the agent accommodated in the node that pro-
vides ACDP.
• Agent Anywhere
With this function, ACD agent positions can be installed in multiple nodes of a Fusion Network, and ACD
calls can be distributed to ACD agents in the remote node. Those agent positions are controlled by one
ACDP in a Fusion Network.
• Expanding ACD capacity
With the ACD Option Service Software, the built-in ACDP capacity will be extended and more than 1000
agent positions can be installed.
• Split of Supervisors (see Multiple Supervisor Groups (Splits) - ACD [M-79A])
Split formed by multiple supervisors. It is beneficial when more than one supervisor serves a split of agents.