NEC ELECTRA ELITE IPK II, User Manual

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Electra Elite IPK II Document Revision 4C
Automatic Call Distribution (ACD) 2 - 67
Emergency Call
If an ACD Agent needs assistance with a caller, they can place an Emergency Call to their ACD Group
Supervisor. Once the supervisor answers the Emergency Call, they automatically monitor both the ACD
Agent and the caller. If the agent needs assistance, the supervisor can join in the conversation.
Emergency Call can be a big help to inexperienced ACD Agents that need technical advise or
assistance with a difficult caller. The supervisor can easily listen to the conversation and then “jump in” if
the situation gets out of hand.
Enhanced DSS Operation
A programmed extension user can use their DSS Console to monitor the status of the ACD Agents
within a group. The DSS Console is an essential tool for supervisors. The console key flash rates tell the
supervisor at a glance which of the group agents are:

Logged onto the group (i.e., in service).

Logged out of the group (i.e., out of service).

Busy on a call.

Placing an Emergency Call to the supervisor.

Not available or installed.
The ACD Supervisor can also use their console for placing and transferring calls – just like any other
extension user.
The expanded capacity for DSS Consoles (two pages) which was added in Version 2000 is not
supported for DSS Consoles in the ACD Monitor mode.
Flexible Time Schedules
An ACD Work Schedule lets you divide a day into segments (called Work Periods) for scheduling the
activity in your ACD Groups. You can set up four distinct Work Schedules, with up to eight Work Periods
in each Work Schedule. Each day of the week has one Work Schedule, but different days can share the
same schedule. For example, your Monday through Friday Work Schedule could consist of only two
Work Periods. Work Period 1 could be from 8:00 AM to 5:00 PM – when your business is open. Work
Period 2 could be from 5:00 PM to 8:00 AM – which covers those times when your business is closed.
Headset Operation (With Automatic Answer)
An ACD Agent or ACD Group Supervisor can use a customer-provided headset in place of the handset.
The headset conveniently frees up the user’s hands for other work and provides privacy while on the
call. In addition, an ACD Agent with a headset can have Automatic Answer. This allows an agent busy
on a call to automatically connect to the next waiting call when they hang up.