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CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Page 148 ACD Agent ID Automatic Connect Flag
ACD Agent ID Automatic Connect Flag
When the ACD Agent ID flag is enabled, and the agent is using a headset, ACD hunt group
calls will automatically be connected following a short ring burst. This feature will not work if
the agent is not using a headset.
When the ACD agent logs in or removes the endpoint from Do-Not-Disturb mode, the first call
will ring until the ACD agent answers it. However, every time an ACD hunt group call is
received after the first call, the agent will hear the ring burst from the endpoint and the call will
be automatically connected.
This flag overrides the endpoint’s Transfer-to-Connect endpoint flag, which is disabled by
default.
Group Call Pick-Up
When the Group Call Pick-Up feature is enabled, a call ringing in to a hunt group or one of its
endpoints can be picked up at any other endpoint. Users can enter the Reverse Transfer feature
code (4) and dial a hunt group’s pilot number to pick up a call that is ringing in to the hunt
group’s pilot number or to any endpoint within that hunt group.
The system follows the priority list shown below to determine which call is picked up. The
system follows the hunt group list (always beginning with the first endpoint on the list) to
check each endpoint in the hunt group and then the overflow endpoint for one type of call at a
time. If there is more than one call of the same type at the selected endpoint, the call that was
received by the endpoint first is picked up. Holding calls and queue callbacks cannot be picked
up.
1. Calls to the hunt group pilot number
2. CO calls
a. Direct ring-in calls
b. Transferred calls
c. Recalls
d. Camped-on calls
3. IC calls
a. Direct ring-in calls
b. Transferred calls
c. Recalls
d. Camped-on calls
To pick up a call that is ringing at a hunt group:
1. Lift the handset, and/or enter the Reverse Transfer feature code (4). You hear a single
progress tone.
2. Dial the pilot number of the hunt group where the call is ringing.
NOTE
Group Call Pick-up can only retrieve calls from endpoints that are currently
logged in to the hunt group. You cannot use this feature to pick up calls from
members who have logged out using the Hunt Group Remove feature code.
Also, Group Call Pick-up cannot be used on ACD Hunt Groups that use Agent
IDs. It can only be used on hunt groups that use lists of extensions. If the ACD
Hunt Group flag is enabled, the Group Call Pick-up flag will be dimmed.