BusinessPhone Communication Platform 5.1
Facilities

## ACD-Night Switching

## Definition

The ACD-groups are also equipped with the night service function. When this feature is activated, the incoming calls (for the ACD-group that is night switched) will be rerouted to a programmed night answer position.

## Use

Night switching of ACD-groups is an efficacious way for handling ACD calls after office hours.

When this feature is activated, the incoming calls (for the ACD-group that is night switched) will be rerouted to a programmed night answer position, thus distributing the calls after office hours.

It is recommended to assign the night-switching functions (for individual ACD-groups and/or for all of them simultaneously) to a name selection key that is equipped with a lamp.

## Operation

When the ACD-group(s) is(are) night switched, all incoming calls will be routed to a programmed night answering position (individual for ACD-group) (see command 3827). If an ACD-group has calls in queue and goes into night-switching, this will affect only the new incoming calls, which will be routed to the corresponding night answering position; the remaining calls in queue will be answered, as usual, by the agents of this ACD-group.

### Night answering position of the ACD-group

This can be:

- a valid directory number, or
- an ACD-group that has not been night switched.

In the second case, if one of the three overflow criteria is fulfilled, the caller will receive busy tone and rerouting is rejected.

The busy tone will be sent also if the night answering position is a night-switched ACD-group. The reroute of the call(s) will also be rejected.

In all other cases rerouting will be performed.

Only the extensions that have the right authorisation category (COS) for night-switching ACD-group(s) can night-switch (on/off) the corresponding ACD-group. The procedure is as follows:

#### Night-switching the ACD-group 0

1. Enter the night switching procedure for ACD-group 0: *890 or press programmed night-switching key (name-selection key).

- Verification tone is heard and the corresponding lamp lights steadily.

#### Day-switching the ACD-group 0

1. Repeat the above-mentioned procedure for the night-switched ACD-group 0, to switch it onto day service.

- The night-switching lamp extinguishes.

#### Night-switching the ACD-group 1-7

1. Enter the night switching command for ACD-group 1-7: *891-*897 or press the programmed night-switching key.

- Verification tone is heard and the corresponding lamp lights steadily.

#### Day-switch of the ACD-groups 1-7

1. Repeat the above-mentioned procedure for the night-switched ACD-groups 1-7, to switch them day service.

#### Night-switching of all ACD-groups simultaneously

1. Enter the night switching command for all ACD-groups: *898 or press programmed night-switching key.

- Verification tone is heard and the corresponding lamp lights steadily.

#### Day-switching of all ACD-groups simultaneously

1. repeat the above-mentioned procedure for all night-switched ACD-groups, to switch them simultaneously day service.

Note

ACD-group night services can be activated only by the extension(s) which are assigned to a proper class of service which permits this function.

## Capacity

Not applicable.

## Limitation

None

## Programming

See under “ACD-group Night Switching” in ACD-Group (105/155 34-ASB 150 02 Uen).

## Equipment

None

Revision: H © Ericsson Enterprise 2003