User's Manual

General Information Guide - Release 3.1
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Features
Features of the 3300 ICP
Feature Name: Description:
Account Codes - Default Default Account Codes are entered automatically by the system
each time a user dials an external number. They may be used to
segregate groups in SMDR for billing.
Account Codes - Verified and
Non-Verified
Verified Account Codes let you access features that are not
normally available at a station. These Account Codes can be used
at any station to change the COS and COR.
Non-Verified Account Codes let you enter codes on the SMDR
record for billing and/or call management.
Account Codes - System System Account Codes are automatically outpulsed by the system
when outgoing calls are made on a specialized carrier trunk circuit.
ACD 2000® Extended Agent
Groups
This feature lets you program a maximum of 64 agent groups with
up to 150 agents in each group. By using the ACD 2000 Extended
Agent Groups feature package, you can assign up to 500 agents to
each group; however, the maximum number of agent groups is
reduced to 32.
ACD 2000 Skill-based routing Each agent in an agent group is assigned a skill level. Calls to the
group are routed to the most skilled available agent. If agents of
equal skill are available, the call is routed to the longest-idle agent.
To facilitate skill-based routing, agent IDs can appear in more than
one agent group.
ACD Make Busy Reason
Codes
ACD agents enter a reason code when telephones are put into a
Make Busy state.
ACD Real Time Event Makes the ACD Real Time Event stream a purchasable option.
Add Held Add Held lets you move a call on Hold to another line appearance,
form a conference with a call on Hold, or add a call on Hold to an
existing conference.
Advanced Analog Networking The Advanced Analog Networking (AAN) feature provides calling
line identification and travelling class marks across T1/D4 trunks.
Advanced ARS
Allows day and time zones, route plans, and ARS assignment to be
programmed.
Advice of Charge Advice of Charge (AOC) allows the caller to determine the cost of a
toll call.
ANI/DNIS/ISDN Number
Delivery
Automatic Number Identification and Dialed Number Identification
Service identify numbers that are transmitted on an incoming trunk.
ANSWER PLUS Automatic
Attendant
Allows an external caller to dial through to an extension without
having to go through an attendant.
ANSWER PLUS
Automatic Call Distribution II
(ACD 2000)
Consists of four main components: call distribution, agent mobility,
management and reporting, feature configuration and
administration. Each of these components offers many features not
available with ANSWER PLUS - Automatic Call Distribution.
ANSWER PLUS - Mitel
Networks Call Distribution
Permits the use of Recorded Announcement Devices (RADs) and
a uniform call distribution to hunt groups.