# ACD Express Groups - Conditions

## Conditions and Feature Interactions

This section lists additional conditions and feature interactions that differ from those of ACD Paths, ACD 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. If option "Maintain Original Forward or Reroute Reason" in the Shared System Options form is enabled and the agent's telephone is capable of displaying the forward information, the original forward or reroute reason is displayed. 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 host switch.

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 host switch.

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 camp-on.

When option "Maintain Original Forward or Reroute Reason" in the Shared System Options form is enabled and ACD Express Interflow or Group Unavailable calls are chained with other forward/reroute features, the nominated party (if capable of displaying forward information) will display the original forward/reroute reason.

- 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.

- Console Call Display

- When an IP Console application(MiVoice Business Console) calls an ACD Express Group,

- - if the group and the console are hosted on the same switch, the device type in the Destination window is updated to indicate group information.

OR

- - if the group and console are hosted on different switches, 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 IP Console application(MiVoice Business 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 switch, 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 switches, 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 IP Console application(MiVoice Business Console),

- - if the group and console are hosted on the same switch, the Source window displays the calling party identity. The Destination window shows the identity of the originally called party and status "Interflow"

OR

1. - if the group and console are hosted on different switches, the Source and Destination windows are updated as if the call had been call forwarded to the console on No Answer.

In a cluster or network configuration, if option "Maintain Original Forward or Reroute Reason" in the Shared System Options form is enabled, ACD Express Interflow and path unavailable will display "No Answer" and "Busy" both locally and across the cluster or network.

- 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 switches. 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 Agent there, but does not require an ACD license at login time.

Related Topics

- ACD Express Groups - Description

- ACD Express Groups - Programming

- ACD Express Groups form

- ACD Path

- ACD Skill-based Routing

- Hot Desk ACD Agents - Description

- ACD Agent Skill Groups

- Hunt Groups

- ACD Paths

- ACD and SMDR Reports