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Automatic Call Distribution (ACD)
122 ◆ Features Aspire Software Manual
(D.) In order to scroll through the ACD groups queue status, the Queue Status Display
Programmable Function key must be used. You cannot scroll when the Queue Status
Display appears due to an alarm condition.
(E.) If the Queue Status display and alarm are active and the queued called is answered/
disconnected, the display and alarm will continue until the timers in Program 41-02-
02 and 41-20-05 expire.
(F.) When an overflowed call is in queue, the call will be included in its original ACD
group’s queue and not in the group’s queue to which it overflowed.
(G.) The Queue Status is not displayed on a supervisor’s phone based on the settings in
Programs 41-02-xx. The supervisor must use the Queue Status Display Programma-
ble Function key to view the queue.
- Overflow Announcements from Voice Mail
The NVM-Series Voice Mail system can provide the ACD overflow announcements in
systems that do not have a DSP daughter board installed for VRS. When a caller queues
for an available agent, designated Voice Mail ACD Announcement Mailboxes provide the
overflow messages.
- Escape from Queue with NVM-Series
Escape From Queue uses NVM-Series Call Routing Mailboxes for announcement mes-
sages to provide callers with enhanced options while in queue. After listening to this type
of announcement, they can either wait in queue or dial a digit for an alternate destination.
The destination is typically the operator, a mailbox or an extension.
- Programmable Wrap-up Timer
When an agent finishes their call, the system automatically starts a wrap-up timer and
blocks any ACD calls to the agent. This gives them time to complete important logs and
records before a new call comes in. When the timer expires, the system returns the agent to
the ACD Group to handle new callers.
- InDepth and inDepth+
InDepth and inDepth+ are Windows-based Management Information Systems that work
with the system’s built-in ACD. These ACD/MIS systems enhance the system with real
time statistics and reports on ACD Group traffic patterns and usage. Refer to the inDepth
and inDepth+ feature for more details.
ACD Group as Overflow Destination
The system can transfer an overflow call to a specific ACD Group or to voice mail using Program
41-09. When Program 41-08-02 : ACD Overflow Destination has the ACD Overflow Destination
set to '65', the system will overflow the call to the ACD Group programmed in Program 41-09. (The
system will not allow you to program an ACD group with that ACD group as the overflow.) If,
while the call is ringing, the extension to which the call was transferred becomes available, both the
extension and the overflow ACD group will ring.
Option Available for Counting Overflow Calls in ACD MIS Software
An option is available for use with ACD MIS (such as inDepth/inDepth+) software to count over-
flow calls. When the number of queued ACD overflow calls exceeds the limit and a busy tone is
sent to the caller, the system programming will determine if the call is counted in the ACD MIS
software.
Enhancement Provides Additional Overflow Destinations
This feature enhancement provides three new entries for ACD Overflow Transfer destinations. With
the older software, only the other ACD group or voice mail could be programmed for the ACD
Overflow Transfer destination.