3Com NBX 100 Administrator's Manual - page 280
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C
HAPTER
6: A
UTOMATIC
C
ALL
D
ISTRIBUTION
For assistance with the configuration sequence, see the NBX
Administrator Online Help.
ACD Announcements
ACD provides a method of playing audio announcements to parties that
have called the ACD site. You create or import these announcements as
.WAV files so that callers waiting to speak to an ACD agent hear an audio
message of your choice. You can configure up to five different ACD
announcements per ACD group.
ACD announcements work for ACD groups only; hunt groups do not
have this feature.
Announcement Sequence
The NBX system plays the first announcement file after the caller has
been in the queue for the time delay specified in the Time Interval field
(in the Announcements window under the ACD Groups tab).
The NBX system plays the remaining files as the time interval for each file
expires (assuming the caller is still in the ACD queue waiting to be
connected to an agent). This means that you can set up the sequence in
which announcements are played, with a predefined time delay between
them, in order to engage the caller. In between announcements, the
caller hears Music-On-Hold.
Memberships
Lists the data of agents in a specific ACD group
Announcements
Provides the means to add, change, remove and list the
audio files used for the recorded greetings in an ACD
group.
Remove
Deletes an existing ACD group.
Status
Provides a snapshot report of a selected ACD group.
Feature Mappings
Provides the means to list or change the feature codes
mapped to ACD extensions.
Supervisory Monitoring Configures the settings for Supervisory Monitoring, a
facility that allows a supervisor to monitor calls to agents.
See
Using Supervisory Monitoring
for more
information.
Off-Site Notification
Allows you to forward calls to specific phone numbers
outside the ACD facility.
Table 41 Function Buttons on the ACD Groups Screen
Function
Description