Aastra ACD 100 Manuals Aastra ACD 100 - Page 28

Call Forwarding of ACD Calls, Upon Timeout, When Call Queue Full

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ACD System Configuration Call Forwarding of ACD Calls You can define the conditions for calls to be automatically forwarded with an "Aastra ACD Advanced 100" licence. The settings described as follows are configured in the Aastra ACD > Groups menu. Upon Timeout Calls in the call queue too long can be forwarded to another call number. Use the Reaction at timeout setting to configure this system response. • busy: A call which has been in the call queue too long is cleared. The caller receives a busy signal. • Call forwarding: The caller is forwarded to the call forwarding target configured for the ACD group. You can configure an individual call forwarding target for each ACD group call number. This means VIP and Super VIP callers can be forwarded to different targets than regular callers. Enter the time span after which the defined timeout reaction is to be executed (default: "3600 seconds") via the Time to timeout (0=no timeout) setting. Before the timeout is reached, an announcement can be played (refer to the Caller in call queue at timeout setting in the chapter entitled Assigning Announcements to ACD Groups starting on page 44). When Call Queue Full Any calls incoming when the call queue is full can be, e.g. forwarded to an answering machine. Use the Reaction at full setting to configure this system response. • busy: Any additional callers receive a busy signal. • Overflow to phone number and Phone No.: Any further callers are forwarded to the call number entered. Note Calls that come in while the call queue is full are counted as "rejected" in the statistic. 26

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ACD System Configuration
26
Call Forwarding of ACD Calls
You can define the conditions for calls to be automatically forwarded with an
“Aastra ACD Advanced 100” licence.
The settings described as follows are configured in the
Aastra ACD > Groups
menu.
Upon Timeout
Calls in the call queue too long can be forwarded to another call number.
Use the
Reaction at timeout
setting to configure this system response.
•
busy
: A call which has been in the call queue too long is cleared. The caller
receives a busy signal.
•
Call forwarding
: The caller is forwarded to the call forwarding target configured
for the ACD group. You can configure an individual call forwarding target for each
ACD group call number. This means VIP and Super VIP callers can be forwarded to
different targets than regular callers.
Enter the time span after which the defined timeout reaction is to be executed (de-
fault: “3600 seconds”) via the
Time to timeout (0=no timeout)
setting.
Before the timeout is reached, an announcement can be played (refer to the
Caller in
call queue at timeout
setting in the chapter entitled Assigning Announcements to
ACD Groups starting on page 44).
When Call Queue Full
Any calls incoming when the call queue is full can be, e.g. forwarded to an answering
machine.
Use the
Reaction at full
setting to configure this system response.
•
busy
: Any additional callers receive a busy signal.
•
Overflow to phone number
and
Phone No.
: Any further callers are forwarded to
the call number entered.
Note
Calls that come in while the call queue is full are counted as “rejected” in the statistic.