NEC SL1100, Features And Specifications Manual

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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.
Work Time
Work Time temporarily busies-out an ACD agent’s telephone so they can work at their desk
uninterrupted. This gives the agent time to fill out important logs and records as soon as they are
finished with their call. There are two types of Work Time:
Manual Work Time:
An ACD Agent can enable Manual Work Time anytime they need to work at their desk undisturbed.
You might prefer this Work Time mode if an agent only occasionally has to fill out follow-up paper work
after they complete their call. When the agent is through catching up with their work, they manually
return themselves to the ACD Group.
Automatic Work Time:
The system implements Automatic Work Time for the agent as soon as they hang up their current call.
This is helpful in applications (such as Tech Service groups) where follow-up paperwork is a
requirement for every call. When the agent is done with their work, they manually return themselves to
the ACD Group.
Hotline Key Shows Agent Status
An extension Hotline key provides the normal Busy Lamp Field (BLF) for co-workers and a unique
BLF for ACD Agents. Like the DSS Console BLF, the unique BLF shows when the covered agent is in
service, out of service or busy on a call. This enhanced BLF gives a department manager, for
example, ACD Group monitoring abilities without having to become a supervisor with a DSS Console.
Hotline gives a multiline terminal user one-button calling and Transfer to another extension (the
Hotline partner). Hotline helps co-workers that work closely together. The Hotline partners can call or
Transfer calls to each other just by pressing a single key. Enhanced for ACD applications, Hotline
provides a unique Busy Lamp Field for ACD agents as well as a BLF for co-workers that are not ACD
agents. The charts below show both sets of BLF indications.
BLF For ACD Agents
When the key is ... The ACD Agent is ...
Off Idle and is not an ACD Agent
On Busy
Double Wink Off Making an Emergency Call
Wink Off Logged off or not installed
Double Wink On Logged on
Off Idle
On Busy or ringing
Fast Flash In Do Not Disturb - All calls (option 3)
or Intercom calls (option 2)
Queue Status Display:
When all agents in each ACD Group are unavailable, an incoming call queues and causes the Queue
Status Display to occur on the ACD agent’s display (based on the Class of Service). The display helps
the agent keep track of the traffic load in their own group. Any display multiline terminal can have a
Queue Status Display Check programmable function key. The Business mode terminal user can press
this key anytime while idle, see the Queue Status Displays of the ACD Groups 1. The Queue Status
Displays shows (see the Queue Status Display illustration below):
• The number of calls queued.
ISSUE 2.0 SL1100
Features and Specifications Manual 1-43
A