280 CHAPTER 6: A UTOMATIC CALL DISTRIBUTIONFor assistance with the configuration sequence, see the NBXAdministrator Online Help.ACD Announcements ACD provides a method of playing audio announcements to parties thathave called the ACD site. You create or import these announcements as.WAV files so that callers waiting to speak to an ACD agent hear an audiomessage of your choice. You can configure up to five different ACDannouncements per ACD group.ACD announcements work for ACD groups only; hunt groups do nothave this feature.Announcement SequenceThe NBX system plays the first announcement file after the caller hasbeen in the queue for the time delay specified in the Time Interval field(in the Announcements window under the ACD Groups tab).The NBX system plays the remaining files as the time interval for each fileexpires (assuming the caller is still in the ACD queue waiting to beconnected to an agent). This means that you can set up the sequence inwhich announcements are played, with a predefined time delay betweenthem, in order to engage the caller. In between announcements, thecaller hears Music-On-Hold.Memberships Lists the data of agents in a specific ACD groupAnnouncements Provides the means to add, change, remove and list theaudio files used for the recorded greetings in an ACDgroup.Remove Deletes an existing ACD group.Status Provides a snapshot report of a selected ACD group.Feature Mappings Provides the means to list or change the feature codesmapped to ACD extensions.Supervisory Monitoring Configures the settings for Supervisory Monitoring, afacility that allows a supervisor to monitor calls to agents.See Using Supervisory Monitoring for moreinformation.Off-Site Notification Allows you to forward calls to specific phone numbersoutside the ACD facility.Table 41 Function Buttons on the ACD Groups ScreenFunction Description
