This section lists additional conditions and feature interactions that differ from those of ACD 2000 Paths, ACD 2000 Agent Skill Groups, and Hunt Groups.
Calling Name and Number display - ACD Express Group calls give priority to forwarding information over the identity of the ACD Express Group when displaying a forwarded call. Calling party displays show the originally called ACD Express Group. This display is maintained after Interflow or Group Unavailable rerouting. See also DPNSS, in this section.
Call
Rerouting
Interflow on an ACD Express Group behaves like Call Forward No Answer
on a telephone with the following exceptions:
The caller is released from the group regardless of the state of the Interflow destination.
The Interflow branches from the ACD Express Group's ICP.
Group Unavailable behaves like Call Forward Always on a telephone with the following exceptions:
The reason indicated is Busy.
As with Interflow, Unavailable routing branches out from the ACD Express Group's ICP.
For better interworking with voice mail interflow answer points, the system will attempt to automatically camp onto a busy interflow answer point if no further forwarding or rerouting is applicable. The same applies to a busy unavailable answer point if no further forwarding or rerouting is applicable and an ACD Express group is the originally called destination. In both case, when the answer point clears it is rung to mature the campon.
DPNSS - If a caller's COS option "Originator's Display Update in Call Forwarding/Rerouting" is enabled, caller displays for DPNSS diverted calls to ACD Express Groups may have their displays updated on ACD Express interflow or path unavailable.
When an MN5550 or SC1000 console calls an ACD Express Group,
if the group and the console
are hosted on the same ICP, the device type in the Destination window
is updated to indicate group information.
OR
if the group and console are hosted on different ICPs, the device type shown in the Destination window is that of the relevant trunk being used for the call.
When a call is delivered to an unavailable ACD Express Group with an MN5550 or SC1000 console as its Unavailable Answer point, the call is rerouted to the console. When the console answers,
if the group and the console
are hosted on the same ICP, the console Source window displays the calling
party identity. The Destination window shows the identity of the originally
called party and the status "Group Unavailable".
OR
if the group and the console are hosted on different ICPs, the console Source and Destination windows are updated as if the call had been call forwarded to the console on Busy.
When an ACD Express Group interflows to, and is answered by an MN5550 or SC1000,
if the group and console are
hosted on the same ICP, the Source window displays the calling party identity.
The Destination window shows the identity of the originally called party
and status "Interflow".
OR
if the group and console are hosted on different ICPs, the Source and Destination windows are updated as if the call had been call forwarded to the console on No Answer.
Networked ACD is not available with ACD Express Groups.
Real Time Events are not provided for ACD Express Groups and Agents.
SDS shares Hot Desk ACD Agents between primary and secondary ICPs. Since SDS does not share ACD Express Group data, a resilient ACD Express Agent on its primary is typically shared as a Hot Desk ACD Agent not programmed to a secondary group. As such, the agent is considered an ACD 2000 Agent there, but does not require an ACD license at login time.
Station message detail recording Station message detail recording (SMDR) records and prints out the details of incoming and outgoing trunk calls in the SX-200 EL/ML system. Such details include the numbers of all parties involved in the call, the time and duration of each call, account codes and other pertinent details. - Path and Group Reporting numbers, and hence Path Reporting strings, are not applicable to ACD Express Groups. Such groups are represented by their DNs in the SMDR logs.
