System information

Program 41 : ACD Setup
41-14 : ACD Options
UX5000 Software Program Manual Programming ◆ 637
41-14 : ACD Options
Description
Use Program 41-14 : ACD Options to set various options for ACD Groups. When you set an
option for an ACD Group, the setting is in force (if applicable) for all agents within the group. The
chart below shows each of the ACD options, the entries available, and the default entry.
Input Data
Level:
Feature Availability
SA • Available.
ACD Group No 01-64
Item
No.
Item Input Data Default
Related
Programs
01 Emergency Call Operation Mode
The supervisor must be logged in and have
an Emergency Key programmed for this
feature. By pressing the key once, the
supervisor monitors the call - pressing
twice barges in on the call.
0=Call to system supervisory extension
when group supervisory extension is
busy.
1=No calls to system supervisory exten-
sion when group supervisory extension is
busy.
0
02 Automatic Wrap Up Mode
Enable/disable Automatic Wrap Up mode.
0=After wrap up mode key is pressed.
1=After call is finished automatically.
0
03 ACD Priority for Overflow Calls
Determine whether the ACD group should
use its own priority assignment or if it
should follow the priority assigned in Pro-
gram 41-03-03.
0=Own group’s priority
1=Priority order by Program 41-03-03
0 41-03-03
04 Automatic Answer
Enable/disable Automatic Answer for
agents using headsets.
0=Off
1=On
0
05 -- Not used --
06 Call Queuing after 2nd
Announcement
Use this option to determine whether an
outside caller should hear a final
announcement [ex: the company is closed]
(1) or whether the caller should be placed
back into queue for the ACD group (0).
0=Enable
1=Disable
0
07 Automatic Off Duty for SLT
Enable/disable Automatic Off Duty (rest)
mode for agents with SLT terminals.
0=No change to off duty mode
1=Change to off duty mode automatically
0
08 ACD off duty mode 0=Can not receive internal call
1=Can receive internal call
0