NEC ELECTRA ELITE IPK II, User Manual

Page: 92 / 1190

Document Revision 4C Electra Elite IPK II
2 - 68 Automatic Call Distribution (ACD)
Incoming Call Routing
Incoming trunk calls can automatically route to specific ACD Groups. These types of calls ring directly to
the ACD Group without being transferred by a co-worker or the Automated Attendant.
Rest Mode
Rest Mode temporarily logs-out an ACD agent’s telephone. There are two types of Rest Mode:
Manual Rest Mode:
An ACD Agent can enable Manual Rest Mode anytime they want to temporarily leave the ACD Group. They
might want to do this if they go to a meeting or get called away from their work area. While in Rest Mode, calls
to the ACD Group do not ring the agent’s telephone.
Automatic Rest Mode:
When an ACD Group has Automatic Rest Mode, the system automatically puts an agent’s telephone in Rest
Mode if it is not answered. This ensures callers do not have to wait while ACD rings an extension that is not
answered. For multiline terminals, the system enables Automatic Rest Mode for all telephones with Rest Mode
keys. For single line telephones, you must set an option in programming to enable Automatic Rest Mode. If an
agent’s telephone is placed into Rest Mode because a call is not answered, the agent needs to manually
cancel Rest Mode in order to log back into the ACD group.
With a Rest Mode key programmed on an ACD agent’s telephone, when the agent is in rest mode, the key is
on. If the Rest Mode key is pressed while an agent is on a call, the key flashes to indicate a pre-Rest Mode
status. When the current call is finished, the agent’s telephone is in rest mode. The agent can place intercom
calls or receive direct incoming calls while in Rest Mode. The ability to receive incoming intercom calls is
defined in system programming for each ACD group. Note that an ACD System Supervisor cannot be placed in
Rest Mode.
Supervisor, ACD Group
You can designate an extension in an ACD Group to be the group’s supervisor. Once assigned as an
ACD Group Supervisor, the user can:

Take the entire ACD Group out of service.

Check the log out status of each agent after the group is taken down.

Restore the ACD Group to service.
During programming, you can choose one of three modes of operation for each ACD Group supervisor:

Supervisor’s extension cannot receive calls to the ACD Group.

Supervisor’s extension can receive only ACD Group calls during overflow conditions.

Supervisor’s extension receives calls just like any other ACD Group agent.
An ACD Group can have only one supervisor. In addition, an extension can be a supervisor for only one
ACD Group.