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Automatic Call Distribution (ACD)
124 ◆ Features Aspire Software Manual
Programming
Refer to the ACD Manual (P/N 0893202) for complete programming details.
➻ 11-13-01 - 11-13-13 : Service Code Setup (For ACD)
If required, customize the service codes which are used with the ACD feature.
Note that when using service code 169 to change an agent’s ACD group, the supervisor must
enter a 2-digit number for the group. For example, to change to ACD group 4, the entry would
be ‘169 04’.
➻ 11-17-01 : ACD Group Pilot Number
Assign the ACD Master Number (up to 8 digits) for each ACD Group (1-8). This is the num-
ber users dial to transfer calls to the ACD Group. This will also be the number used for a Call
Coverage key.
➻ 15-02-21 : Multi-Line Telephone Basic Data Setup, Virtual Extension Access Mode
Determine whether an extension’s Virtual Extension/Call Coverage key should be as a DSS
key to the extension and for receiving calls (0), answering incoming calls and ability to place
outgoing ICM or CO calls (1), or just receiving incoming calls (2).
➻ 15-07-01 : Programmable Function Keys
Assign ACD Programmable Function Keys as required for each agent.
➻ 15-08-01 : Incoming Virtual Extension Ring Tone Setup
Assign a ring tone range to incoming ACD Call Coverage keys. Only pattern "1" can be used
for this feature. Patterns 2-4 are not checked.
➻ 15-09-01 : Virtual Extension Ring Assignment
Individually program an extension’s Multiple Directory Number function keys to either ring
(1) or not ring (0).
➻ 15-11-01 : Virtual Extension Delayed Ring Assignment
Individually program an extension’s Multiple Directory Number keys for Delayed Ringing (1)
or Immediate Ringing (0). Also see Program 20-04-03 below.
➻ 20-04-03 : System Options for Virtual Extensions - Call Coverage Delay Interval
Multiple Directory Number/Call Coverage keys set for Delayed Ringing (see Program 15-11
above) ring the covering extension after this interval.
➻ 20-06-01 : Class of Service for Extensions
Assign a Class of Service (1-15) to each extension.
➻ 20-13-06 : Class of Service Options (Supplementary Service) - Automatic Off Hook
Signaling
Disable (0) the ability for a busy extension to automatically receive off hook signals if the
ACD Monitor feature is to be used by an extension.
➻ 20-13-33 : Class of Service Options (Supplementary Service) - ACD Supervisor’s
Position Enhancement
This option must be enabled in order for the operator to use service codes in Program 11-13-
10 through 11-13-13.
➻ 20-13-39 : Class of Service Options (Supplementary Service), ACD Queue Status Display
Enable (1) or disable (0) the ACD Queue Status Display for an extension’s Class of Service.
Any extension which has this option enabled will also hear the queue alarm.
➻ 22-01-11 : System Options for Incoming Calls - VRS Waiting Message Interval Time
The Delayed Announcement Messages (1st and 2nd) repeat after this interval expires. For
each ACD group (01-64), set the timer for the interval between the Delayed Messages (0-
64800 seconds).