NEC Electra Elite 48/192 Features And Specifications Manual page 317

Issue 6
E - 14
Call Distribution to Agents
Two methods can be used:
Longest Idle
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Calls are automatically and uniformly distributed to the agent in an
ACD Group that has been idle the longest. When incoming calls are
holding the oldest call is connected to the first available agent.
Preferred
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Calls are automatically distributed among idle agents according to an
assigned priority level of 1 (first) to 9 (last)
same priority, the system connects the call to the longest idle agent in
that priority.
Call Transfer to ACD Group Queue
CO Trunk calls that terminate to a normal station, ACD agent, or
supervisor can be transferred to an ACD Group Queue.
Night Service
The administration program assigns ACD Groups to follow or ignore night
mode. When an ACD Group is in night mode, the system can route
incoming ACD calls
Announcement, or perform a Centrex Transfer.
Overflow
When all agents are busy, and calls have been held in queue for more
than a specified time, overflow allows calls to be directed to an assigned
station, Station Hunt Group, another ACD Plus queue, or Off-site using
Centrex Transfer.
Queuing
All incoming calls for ACD Groups are placed in queue when no agent is
available. A queue provides first in-first out sequence for call processing.
Pilot Numbers
A system programmed pilot number is the entry point for callers to an ACD
Group. A pilot number corresponds to a Call Arrival key appearance in the
Electra Elite system. Each queue has an individual CAR key. Do not
program An ACD Group Pilot Number in a station hunt group because
Station Hunt has priority over ACD.
to an Internal Station/Attendant
Electra Elite
When agents have the
or Night
Elite ACD Plus