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AUTOMATIC CALL DISTRIBUTION (ACD)
Hunt Past No Answer – ACD
NEAX2000 IVS
2
Business/Hotel/Data Features and Specifications
Page 52
NDA-24271, Issue 1.0
Service Conditions
1. A Delay Announcement service can be provided for DIT, DID or a trunk call transferred by a station user
or the Attendant to an ACD Group. Internal calls or station-to-station transferred calls to the ACD Group
can go into the ACD queue but do not receive the Delay Announcement.
2. The following configurations are available when using Delay Announcement:
a. After being in queue for a predetermined time, the caller receives a Delay Announcement, followed
by Music-on-Hold (if provided), until an agent is available or the caller hangs up.
b. After being in queue for a predetermined time, the caller receives a Delay Announcement, followed
by Music-on-Hold (if provided) for a programmed interval, then followed by repetition of the Delay
Announcement. This process repeats until an agent in the ACD group is available on the caller hangs
up.
c. After being in queue for a predetermined time, the caller receives a first Delay Announcement,
followed by Music-on-Hold (if provided). After a preprogrammed interval, the caller then hears a
second Delay Announcement, followed again by Music-on-Hold. The second Delay Announcement
and Music-on-Hold are then repeated at the preprogrammed interval time until an agent becomes
available or the caller hangs up.
d. After being in queue for a predetermined time, the caller receives a first Delay Announcement
followed by Music-on-Hold (if provided). After a pre-determined interval time, the system checks to
see if an overflow destination has been assigned for the incoming trunk route. If assigned, and the
destination is available (idle), the call overflows to the destination. If not assigned, or the destination
is busy, the call remains in queue for the predetermined interval time and the system then checks
again for overflow assignment. For the latter case, if repetition of first announcement is set, or second
announcement is made available, that announcement will be played.
Note:
Repeat of the first announcement or receipt of second announcement is only available when the overflow des-
tination for the trunk route is busy (not available).
3. Overflow out of queue causes the caller to be removed from the queue. This means that if the overflow des-
tination (out of queue) is another ACD group, the caller is placed at the end of that queue (if all agents are
busy) and is no longer in queue for the first group.
4. One DAT (Digital Announcement Trunk) circuit is required for each Delay Announcement. MP card in-
cludes 2DAT circuits and 2DAT/4DAT card provides 2/4DAT circuits.
5. Delay Announcements cannot be shared between groups. Each group must have their own set of Delay An-
nouncements.
6. Multiple DAT circuits may be assigned for 1st or 2nd Delay Announcement function to the same ACD
group, when warranted by high traffic rates into the group.
7. When an ACD station becomes available, the caller is immediately connected to the station, even if the re-
corded announcement is in progress.
8. Incoming call billing to the outside party starts when the first recorded announcement begins.
Hunt Past No Answer – ACD
General Description
This feature allows calls targeted at an ACD group to hunt past an agents station, after a no answer condition, if
the agent forgets to log off of the group and the agent is unable (or not available) to answer the call.