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Automatic Call Distribution (ACD)
Aspire Software Manual Features ◆ 135
Changing ACD Group Assignment
To change your ACD Group Assignment:
1. Log out of your ACD Group (see the instructions above).
2. Press idle CALL key.
3. Dial 170.
4. Dial the number of the ACD Group (1-64) into which you want to log.
You hear confirmation tone.
5. Log into the new ACD Group (see the instructions above).
Using the Headset with Automatic Answer for ACD Agents:
1. With the keyset in an idle state, press the Check key.
2. Press the Headset key (PGM 15-07 or SC 851: 05) twice.
3. Press the Clear key to return the display to idle.
The Headset key blinks when Automatic Headset is activated.
To cancel Automatic Headset, repeat these steps.
Answering Incoming ACD Calls with a Call Coverage Key:
1. Press the flashing ACD Call Coverage key (PGM 15-07 or SC 851: *03 + ACD Master number).
Ringing calls are answered in the following priority:
- Ringing call which has heard the ACD Delayed message.
- Ringing call which has not heard the ACD Delayed message.
- Calls in queue (follows ACD overflow priority set in Program 41-14-03).
A Supervisor can monitor an ACD call:
1. When an ACD agent is on an outside call, the supervisor presses the Monitor key (PGM 15-07
or SC 852: *15).
The call is heard by the supervisor, but cannot participate in the call. If participation is
required, use the Barge In feature instead.
2. To cancel the call monitoring, press the Monitor key again.