ACD department programming ACD departments can be programmed to route calls based on several optional parameters. Each ACD station can be logged onto as many as two ACD departments at the same time. Also, each ACD station can be a member of up to 20 ACD departments (i.e., up to 20 log-on keys may be assigned to each ACD station.) Each ACD agent must have a Digital Feature Phone1, IP Feature Phone II, Digital Cordless Handset, or VIP Softphone. Agent log-on keys will be automatically assigned to the lower left programmable feature keys for the stations listed in ACD departments (with wrap keys automatically assigned above them; see “Feature keys,” page G.37). Note: Line keys can’t be used to answer calls ringing Attend departments set in the live-ring list (in Functions 211, 2121, and 2131). ACD overflow Incoming calls that are holding (queued) for an available agent can be automatically forwarded to a new destination if ACD overflow is assigned. ACD overflow can be initiated by exceeding a maximum number of queued calls or by an individual exit timer set for each ACD department. If ACD overflow parameters aren’t assigned, the default action will be to overflow calls based on the system default ACD exit timer only. ACD overflow parameters are: • Queue exit threshold — If the number of calls in queue matches a predetermined queue exit threshold, all subsequent calls to that ACD department will immediately follow that department’s call-forward destination. • ACD exit timer — When a call has been held in queue for a predetermined duration specified for that ACD department, the call will follow the department call-forward destination. If the department’s ACD exit timer isn’t assigned, the system-wide default (for the current operation) will be used. ACD agent priority ACD agents who are simultaneously logged into two departments can have calls to one department take precedence over the other department’s calls. When the ACD station is assigned to each ACD department, the “baseline” priority is set for calls that are directed to that station from that department. ACD call escalation (priority override) An incoming call that has been in an ACD department queue the longest can be forced to ring at the next available agent, regardless of the priority setting of that agent’s station department log-in. A timer that’s set in ACD department programming (see page G.27) triggers this ACD escalation.