User`s guide

29(30)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 F
106/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
ACD-NIGHT SWITCHING
Definition
The ACD-groups are also equipped with the night
service function. When this feature is activated, the
incoming calls (for the ACD-group that is night
switched) will be rerouted to a programmed night
answer position.
Use
Night switching of ACD-groups is an efficacious way
for handling ACD calls after office hours.
When this feature is activated, the incoming calls (for
the ACD-group that is night switched) will be rerouted
to a programmed night answer position, thus
distributing the calls after office hours.
It is recommended to assign the night-switching
functions (for individual ACD-groups and/or for all of
them simultaneously) to a name selection key that is
equipped with a lamp.
Operation
When the ACD-group(s) is(are) night switched, all
incoming calls will be routed to a programmed night
answering position (individual for ACD-group) (see
command 3827). If an ACD-group has calls in queue
and goes into night-switching, this will affect only the
new incoming calls, which will be routed to the
corresponding night answering position; the remaining
calls in queue will be answered, as usual, by the
agents of this ACD-group.
Night answering position of the ACD-group
This can be:
• a valid directory number, or
• an ACD-group that has not been night switched
In the second case, if one of the three overflow criteria
is fulfilled, the caller will receive busy tone and
rerouting is rejected.
The busy tone will be sent also if the night answering
position is a night-switched ACD-group. The reroute of
the call(s) will also be rejected.
In all other cases rerouting will be performed.
Only the extensions that have the right authorisation
category (COS) for night-switching ACD-group(s) can
night-switch (on/off) the corresponding ACD-group.
The procedure is as follows:
Night-switching the ACD-group 0
• enter the night switching procedure for
ACD-group 0: *890 or
• press programmed night-switching key
(name-selection key). Verification tone is heard
and the corresponding lamp lights steadily.
Day-switching the ACD-group 0
• repeat the above-mentioned procedure for the
night-switched ACD-group 0, to switch it onto day
service. The night-switching lamp extinguishes.
Night-switching the ACD-group 1-7
• enter the night switching command for
ACD-group 1-7: *891 - *897 or
• press the programmed night-switching key.
Verification tone is heard and the corresponding
lamp lights steadily.
Day-switch of the ACD-groups 1-7
• repeat the above-mentioned procedure for the
night-switched ACD-groups 1-7, to switch them
day service.
Night-switching of all ACD-groups simultaneously
• enter the night switching command for all
ACD-groups: *898 or
• press programmed night-switching key.
Verification tone is heard and the corresponding
lamp lights steadily.
Day-switching of all ACD-groups simultaneously
• repeat the above-mentioned procedure for all
night-switched ACD-groups, to switch them
simultaneously day service.
NOTE: ACD-group night services can be
activated only by the extension(s) which are assigned
to a proper class of service which permits this function.
Capacity
Not applicable.