NEC UNIVERGE SL2100, Installation Manual

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4. Set the Skip Time.
When a call comes into an ACD Group, it rings each available ACD Agent for a preset time and
then routes to the next agent. This preset time is called the Skip Time. The default Skip Time
setting is 10 seconds.
In ACD Group 1, for example, a call would ring the ACD Agent at extension 105 before trying the
next available extension. If 10 seconds is too long to keep callers waiting, shorten the interval. If
you want callers to ring for more than 10 seconds, lengthen the Skip Time interval. Your Skip
Time setting is the same for all ACD Groups.
In the
ACD Group Worksheet , enter the Skip Time interval. The sample worksheet below uses
10 seconds for the Skip Time.
Table 2-1 Sample ACD Group Worksheet
Sample ACD Group Worksheet
ACD Group Num-
ber (1-8) (41-02-01)
ACD Master Num-
ber (11-17-01)
ACD Group Name Member Extensions (41-02-01) *1
1 3998 Tech Service 105, 107, 117, 139
2 3999 Customer Support 109, 111, 115
Skip Time Interval (41-14-10) 10
*1. Indicate if extension is a member of more than one ACD Group.
S
ECTION
2 SET UP WORK SCHEDULES AND WORK PERIODS
A Work Schedule allows you to divide a day into segments (called Work Periods) for scheduling the
activity in your ACD Groups.
• You can set up as many as four Work Schedules, with up to eight Work Periods in each Work
Schedule.
• Each day of the week has one Work Schedule.
• Different days can share the same Work Schedule.
For example, you can designate two Work Periods for the work week, Monday through Friday. Work
Period 1 can be from 8:00 AM to 5:00 PM, when your business is open. Work Period 2 can be from
5:00 PM to 8:00 AM, when your business is closed.
Use the Table 2-3 ACD Agent Work Schedule Worksheet (41-05-01) on page 2-3 to set up your
Work Schedules and Work Periods. Refer to Table 2-2 Sample ACD Agent Work Schedule Worksheet
(41-05-01) on page 2-3 .
To set up the work schedule for trunks, refer to DETERMINE TRUNK WORK SCHEDULES on
page 2-7 .
SL2100 ISSUE 1.0
2-2 Setting Up ACD for the First Time