Alternate Call Answer (ACA) allows the customer to choose, on a per queue basis, whether ACD calls should be blocked for an agent set with an Individual Directory Number (IDN) call on hold.
When Alternate Call Answer is enabled, if an agent notices an ACD call waiting through the AWC key or the supervisor terminal while active on an IDN call, the agent can put the IDN call on hold and press the dark In-Calls key to return to the idle agent queue. The In-Calls key stays dark until an ACD call is presented.
ACDN x...x Automatic Call Distribution Directory Number.
ACDN can have a maximum of 4 digits or a maximum of 7 digits with DNXP package 150.
...
NCFW x...x Night Call Forward DN for ACD calls.
With X11 Release 22 and later, the NCFW DN can have a maximum of 31 digits.
Prompt Response Description
REQ: CHG Change existing data.
TYPE: a...a Trunk type.
TN l s c u
c u
Terminal Number. For Option 11C. ...
SUPN YES Answer and disconnect supervision required.
NO = Answer and disconnect supervision not required (default).
When Alternate Call Answer is disabled and an agent is active on an IDN call, putting that call on hold and pressing the dark In-Calls key does not return the agent to the idle agent queue. No ACD calls is presented.
Be sure to evaluate operating procedures before enabling this feature. For example, ACA should not be used if an agent puts an IDN call on hold and walks away. ACD calls could be connected while the agent is gone.
Feature interactions
500/2500 ACD sets
Alternate Call Answer does not support 500/2500 ACD sets.
Answer/call ACD supervisor
Answer/call ACD supervisor is supported. The agent can press the Supervisor (ASP) key to answer/call the ACD supervisor, if
— the agent uses the Supervisor key to talk to the ACD supervisor and — an ACD call is waiting in the queue
The Alternate Call Answer option then allows the agent to — press the Hold key to put the supervisor call on hold
— press the Dark In-Calls key to be ready to answer an incoming ACD call
Call Transfer
Call Transfer is supported. The Alternate Call Answer Option allows the agent to press the
— hold key to put the call on hold after the third party answers the call and before completing the transfer
— dark In-Calls key to be ready to answer an incoming ACD call
Conference
Both three-party and six-party conferences are supported. The Alternate Call Answer feature allows the agent to press the
— hold key to put the established call on the Conference key on hold — dark In-Calls key to be ready to answer an ACD call
Dial Intercom
Dial Intercom (DIG) is supported. If the agent makes a call using the DIG key and an ACD call is waiting in the queue, the Alternate Call Answer option allows the agent to press the
— hold key to put the DIG call on hold
— dark In-Calls key to be ready to answer an incoming ACD call
Hot Line
Hot Line (HOT) is supported. If the agent makes a call using the HOT key and an ACD call is waiting in the queue, the Alternate Call Answer option allows the agent to press the
— hold key to put the HOT call on hold
— dark In-Calls key to be ready to answer an incoming ACD call
Multiple Call Ringing/Non-ringing
Multiple Call Ringing/Non-ringing (MCR/MCN) is supported. If the agent makes a call using the MCR/MCN key and an ACD call is waiting in the queue, the Alternate Call Answer option allows the agent to press the — hold key to put the MCR/MCN call on hold
— dark In-Calls key to be ready to answer an incoming ACD call
Private Line Ringing/Non-ringing
Private Line Ringing/Non-ringing (PVR/PVN) is supported. If the agent makes a call using the PVR/PVN key and an ACD call is waiting in the queue, the Alternate Call Answer option allows the agent to press the
— hold key to put the PVR/PVN call on hold
— dark In-Calls key to be ready to answer an incoming ACD call
Ring Again
Single Call Ringing/Non-ringing
Single Call Ringing/Non-ringing (SCR/SCN) is supported. If the agent makes a call using the SCR/SCN key and an ACD call is waiting in the queue, the Alternate Call Answer option allows the agent to press the
— hold key to put the SCR/SCN call on hold
— dark In-Calls key to be ready to answer an incoming ACD call
Voice Calling
Voice Calling (VCC) is supported. If the agent makes a call using the VCC key and an ACD call is waiting in the queue, the Alternate Call Answer option allows the agent to
— press the Hold key to put the VCC call on hold
— press the Dark In-Calls key to be ready to answer an incoming ACD call