TiE Onyx 2, 3, 4, 5 Service And Programming Manual
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E- EXTENSIONS EP- PRIORITY (ONYX IV) Description Related Programming Feature Reference Instructions Step 1 l Step Step 2 Step 3 l Issue 1-O Use this option to set the priority for Automatic Call Distribution agent extensions. The range is 00 priority) to 99 (highest priority). Lower priority agents calls when all priority agents are busy. This option only applies to ONYX IV. Conditions None Default 00 (lowest priority) Automatic Call Distribution (ONYX IV) Refer to the charts provided with the ACD (ONYX IV) feature on page 32A. Automatic Call Distribution (ONYX IV) To enter data on the PRF: For EP- Priority (ACD) on Table 3, enter the priority for each ACD agent extension (00-99). To enter data at the programming terminal: Type EP. You see: 300 Press RETURN to program extension OR Enter another extension and press RETURN. In either case, you see: PRIORITY Enter EP- Priority (ACD) data from Table 3 and press RETURN.You advance to the next consecutive extension. CONFIGURATION
E- EXTENSIONS EU- MASTER EXTENSION OF ACD GROUP (ONYX IV) Description Related Programming Feature Reference Instructions Step l Step 1 l Step 2 Step 3 Use this option to designate the Automatic Call Distribution group master extension number. Make sure the number you assign is an uninstalled extension port (i.e.. Circuit When programming ACD group members. refer to the Setting Other Functions programming chart with the Automatic Call Distribution (ONYX IV) feature. This option applies to ONYX IV. Conditions Default No master number assigned. Automatic Call Distribution IV) Refer to the charts provided with the ACD (ONYX IV) feature on page 32A. Automatic Call Distribution (ONYX IV) To enter data on the PRF: For EU- Master Ext of ACD Group on Table 3, enter the ACD group master number. To enter data at the programming terminal: Type EU. You see: MASTER OF ACD GROUP: Enter the EU- Ext data from Table 3 for the ACD group you want to program. Press ? to see a list of the available master extensions. Press RETURN. You see: GROUP Go to EU- ACD Group Number on the next page. 2-140B SOFTWARE CONFIGURATION Issue 1-O
E- EXTENSIONS EU- GROUP NUMBER (ONYX IV) Description Related Programming Feature Reference Instructions Step Step 1 Step 2 l Use this option to assign a (from l-16) to each ACD group.-When entering data. this associates the EU options that follow with the group you want to program. The system allows a total of 16 ACD groups. This option only applies to ONYX IV. Conditions None Default No ACD groups defined. Automatic Call Distribution (ONYX IV) Refer to the charts provided with the ACD (ONYX IV) feature on page 32A. Automatic Call Distribution (ONYX IV) To enter data on the PRF: For EU- Group on Table 3, enter the number (1-16) of the ACD group you want to configure. To enter data at the programming terminal: After programming EU- Master Extension of ACD Group, you see: GROUP From Table 3, enter the number of the ACD group you want to program and press RETURN. You see: SUPERVISOR’S Enter 0 to remove the master from the group. Go to EU- Supervisor’s Extension on the next page. Issue 1-O CONFIGURATION 2-140C
E- EXTENSIONS EU- SUPERVISOR’S EXTENSION (ONYX Description Related Programming Feature Reference Instructions Step Step 1 Step Use this option to assign the ACD Group supervisor extension. An extension can be a supervisor for any number of ACD groups (up to a maximum of 16). For maximum performance. a supervisor extension should be a display set with a DSS Console. This option applies to IV. None Default No supervisor assigned (300). Automatic Call Distribution (ONYX IV) Refer to the charts provided with the ACD (ONYX IV) feature on page 32A. Automatic Call Distribution (ACD) To enter data on the PRF: For EU- Supervisor’s Ext on Table 3, enter the ACD group supervisor’s extension number. To enter data at the programming terminal: After programming EU- ACD Group Number , you see: SUPERVISOR’S EXT From Table 3, enter the number of the supervisor’s extension for the ACD group you want to program and press RETURN. You see: NO. OF CALLS WAITING BEFORE ALERT Enter 300 to remove the supervisor. Go to EU- No. of Calls Waiting Before Alert on the next page. 140D CONFIGURATIONIssue
E- EXTENSIONS EU- NO. OF CALLS WAITING BEFORE ALERT (ONYX IV) Description Use this option to determine the number of calls that can queue for ACD group before the extension rings. The range is l-99. If your entry is 1. for example. the supervisor’s phone rings for the queued call. If your is 2. for the supervisor’s phone rings only when there are three calls queued. This option only applies to ONYX IV. It works independently of EU- Call Waiting Time Before Alert. See the chart Setting Supervisor Functions with the Automatic Call Distribution (ONYX IV) feature. Conditions None Default Value Supervisor doesn’t ring for waiting calls (0). Related Programming Feature Reference Instructions Step l Step Step 2 Automatic Call Distribution (ONYX IV) Refer to the charts provided with the ACD (ONYX IV) feature on page 32A. Automatic Call Distribution (ONYX IV) To enter data on the PRF: For EU- No. of Calls Waiting Before Alert on Table 3, enter the number of calls that can wait before the supervisor rings (l-99). To have the supervisor never ring for waiting calls, enter 0. To enter data the programming terminal: After programming EU- Supervisor’s Extension, you see: NO. OF CALLS WAITING BEFORE ALERT From Table 3, enter the EU- No. of Calls Waiting Before Alert data and press RETURN. You see: CALL WAITING TIME BEFORE ALERT Go to EU- Call Waiting Time Before Alert on the next page. Issue 1-OSOFTWARE CONFIGURATION
E- EXTENSIONS EU- CALL WAITING BEFORE ALERT (ONYX IV) Description This option sets how long a waiting call remains queued for an ACD before the supervisor extension rings. The range is l-255 seconds. If entry is 10. for example. a call will wait in queue for 10 seconds before rings at the supervisor. This option only applies to IV. It works independently of EU- No. of Calls Waiting Before Alert. See the chart Setting Supervisor Functions with the Automatic Call Distribution (ONYX IV) feature. Related Programming Feature Reference Instructions Step l Step l Step None Default Supervisor’s phone never rings for waiting calls (0). Automatic Call Distribution (ONYX IV) Refer to the charts provided with the ACD (ONYX IV) feature on page 32A. Automatic Call Distribution (ONYX IV) To enter data on the PRF: For EU- Call Waiting Time Before Alert on Table 3, enter how a waiting remains queued before the supervisor rings (l-255 seconds). To have supervisor’s phone never ring for waiting calls, enter 0. To enter data at the programming terminal: After programming EU- No. of Calls Waiting Before Alert, you see: CALL WAITING TIME BEFORE ALERT From Table 3, enter the EU- Call Waiting Time Before Alert data and press RETURN. You see: MANUAL CONTROL OF NIGHT MODE? Go to EU- Manual Control of Night Mode on the next page. SOFTWARE i-n
E- EXTENSIONS EU- CONTROL OF NIGHT MODE (ONYX IV) Description Use this option to allow or deny the ACD group supervisor the ability to put the ACD group in the night mode.While the night mode. trunks terminated to the ACD master (in Direct Trunk Termination) will ring the night destination (set in EI- Night Call Routing). This option only applies to ONYX IV. Conditions None Default Value Supervisor cannot put ACD group in the night mode (N). Related Programming Automatic Call Distribution (ONYX IV) Refer to the charts provided with the ACD (ONYX IV) feature on page 32A. Feature Reference Instructions Step 1 Step 1 Step 2 Automatic Call Distribution To enter data on the PRF: For EU- Manual Control of Night Mode on Table 3, enter Y(es) if supervisor should be able to put the ACD group in the night mode; N(o) if not. To enter data at the programming terminal: After programming EU- Call Waiting Time Before Alert, you see: MANUAL CONTROL OF NIGHT MODE? Enter Y or N for this option from Table 3. You see: OVERFLOW EXT:Go to EU- Overflow Extension on the next page. Issue 1-OSOFTWARE CONFIGURATION
EXTENSIONS EU- EXTENSION (ONYX IV) Description Related Frogramming Feature Reference Instructions Step 1 l Step 1 Step 2 Use this option to designate the Automatic Call Distribution group overflow destination. if The overflow destination can be an an group or the Voice Mail system. For this overflow destination... Enter... Extension . Extension number Group. . . master number Voice Mail . . VX master number No overflow . . 300 This option only applies to ONYX IV. None Default Value No overflow programmed (300). Automatic Call Distribution (ONYX IV) Refer to the charts provided with the ACD (ONYX IV) feature on page 32A. Automatic Call Distribution (ONYX IV) To enter data on the PRF: For EU- Overflow Ext 3, enter the overflow extension number, Voice Mail master number or 300 (for no overflow). To enter data at the programming terminal: After programming EU- Manual Control of Night Mode, you see: OVERFLOW Enter EU- Overflow Ext data from Table 3 and press RETURN. You see: AGENT’S WORK TIME. Go to EU- Agent’s Work time on the next page. Issue 1-O
E- EXTENSIONS AGENT’S WORK TIME (ONYX IV) Description Related Programming Feature Reference Instructions Step 1 Step 1 Step This option sets the interval Automatic Call Distribution waits before sending an agent their next call. When an agent hangs up. ACD waits this time before ringing the agent’s phone with a new ACD call. The range is l-255 seconds. This option applies to ONYX IV. Conditions None Default Value No agent work time (0). Automatic Call Distribution (ONYX IV) Refer to the charts provided with the ACD (ONYX IV) feature on page 32A. Automatic Call Distribution (ONYX IV) To enter data on the PRF: For Agents Work Time on Table 3, enter the ACD agent work time interval seconds). For no work time, enter 0. To enter data at the programming terminal: After programming EU- Overflow Extension, you see: AGENT’S WORK Enter EU- Agent’s Work Time data from Table 3 and press RETURN. YOU see: DELAY BEFORE OVERFLOW FROM QUEUEGo to EU- Delay Before From Queue Agent’s on the next page. Issue 1-OSOFTWARE CONFIGURATION 2-1401
E- EXTENSIONS EU- DELAY BEFORE FROM QUEUE (ONYX IV) Description When all in an Automatic Call Distribution Group are busy.-this option sets the delay before call overflow occurs. This option applies only if vou designate an estension or master number for EU- Overflow This option does not apply if enter 300 for EU- Overflow Extension. The is l-255. seconds. seconds, etc. An entry of 0 is one minute. This option only applies to IV. Conditions None Default Value One minute delay (0). Related Programming Automatic Call Distribution (ONE’S IV) Refer to the charts provided with the ACD (ONYX IV) feature on page 32A. Feature Reference Instructions Step 1 Step 1 l Step 2 l Automatic Call Distribution (ONYX IV) To enter data on the PRF: For EU- Delay Before Overflow from Queue on Table 3, enter the overflow delay interval (l-255, where IO seconds). An entry of Cl corresponds to minute. To enter data at the programming terminal: After programming EU- Agent’s Work Time, you see: DELAY BEFORE OVERFLOW FROM QUEUE Enter the EU- Delay Before Overflow from Queue interval from Table 3 and press RETURN. You see: DIRECT ALL CALLS TO ANNOUNCEMENT MESSAGEGo to EU- Direct All Calls Announcement Message on the next page. 40J 1