NEC SL1100, Features And Specifications Manual

Page: 54 / 864

You can assign an ACD Group to play the Queue Depth only when using the VRS for message. The
Queue Depth can be played after the 1st Announcement only, 2nd Announcement only, or after both
Announcements.
VRS Delay Announcements Using InMail
InMail can provide ACD Delay Announcements. Any of the 32 (1 ~ 32) InMail Routing mailboxes
(Program 47-07-02) can be set to Announcement mailboxes and can be used as the message source
for the 1st and 2nd Announcement Messages. This option is applicable only to ACD Overflow modes
that are assigned ACD delayed messages and Program 41-08-03 must be set to 2.
Agent Log In and Log Out Services
An ACD Agent can log in and log out of their ACD Group. While logged in, the agent is available to
receive ACD Group calls. When logged out, the agent is excluded from the group calls. The
programmable keys and Alphanumeric Display on an agent telephone show at a glance when they are
logged in or logged out.
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 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.
Incoming Call Routing
Incoming trunk calls can automatically route to specific ACD Groups. These types of calls ring directly
into 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 in Rest Mode because
a call is not answered, the agent needs to manually cancel Rest Mode 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 lit. 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
SL1100 ISSUE 2.0
1-42 Automatic Call Distribution (ACD)
A