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Supervisor Monitor / ACD Monitor

Description

Caution

Unauthorized intrusion on calls using this feature may be interpreted as an invasion of privacy.

Supervisor Monitor (ACD Monitor) allows an ACD System or Group Supervisor with a uniquely
programmed ACD Monitor key to listen in on an ACD Agent's call. The ACD Agent and the outside
caller are unaware that their call is being monitored. ACD Monitor helps supervisors that want to make
spot checks on an ACD Agent's performance. This encourages agents to always provide the highest
levels of courtesy and performance since the supervisor can listen in unobtrusively at any time.

Conditions

None

Default Setting

• An extension automatically sends off hook signals to a busy extension (Program 20-13-06 = 1). The

caller does not hear busy tone.

• No ACD Monitor keys assigned (Program 15-07-01: *15).

Programming

Program No.

Program Name / Description

15-07-01

Programmable Function Keys

Assign an ACD Monitor key (code *15) to each supervisor that should be able to monitor an ACD
Agent's call.

20-02-05

System Options for Multiline Telephones – Headset Busy Mode

Set this option to 0 for all ACD Agents with headsets that should be monitored. This makes the
headset extension busy when only one extension appearance is busy. The supervisor can set up
ACD Monitor only if the agent's phone is busy (i.e., while the supervisor hears busy tone).

20-06-01

Class of Service for Extensions

Assign a Class of Service (1~15) to an extensions.

20-13-06

Class of Service Options (Supplementary Service) – Automatic Off-Hook Signaling (Automat-
ic Override)

Allows a busy extension ability to manually (0) or automatically (1) receive off-hook signals.

Related Features

Supervisor, ACD Group

Supervisor, ACD System

ISSUE 1.0

SL2100

ACD Installation Manual

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Summary of Contents for UNIVERGE SL2100

Page 1: ...ACD Installation Manual GVT 010790 301 00 NA ISSUE 1 0 ...

Page 2: ...property of NEC Corporation and shall not be reproduced without prior written approval of NEC Corporation Dterm is a registered trademarks of NEC Corporation Windows is a registered trademark of Microsoft Corporation AT T is a registered trademark of AT T Wireless Services Inc All other brand names and product names referenced in this document are trademarks or registered trademarks of their respe...

Page 3: ...TERMINING WHICH ADVANCED FEATURES ARE NEEDED 3 1 ACD Setup Options 3 2 Description 3 2 Programming 3 3 Related Features 3 3 Operation 3 3 Emergency Call 3 4 Description 3 4 Programming 3 4 Related Features 3 4 Operation 3 5 Headset Operation with Automatic Answer 3 6 Description 3 6 Programming 3 6 Related Features 3 6 Operation 3 6 Hotline for ACD Agents 3 8 Description 3 8 Programming 3 8 Relate...

Page 4: ...tion 3 42 Wrap Up Time 3 43 Description 3 43 Programming 3 43 Related Features 3 44 Operation 3 44 Chapter 4 PROGRAMMING Section 1 BEFORE YOU START PROGRAMMING 4 1 Section 2 HOW TO USE THIS MANUAL 4 1 Section 3 UNIQUE PROGRAMMING CONSIDERATIONS 4 2 Section 4 HOW TO ENTER PROGRAMMING MODE 4 2 Section 5 HOW TO EXIT PROGRAMMING MODE 4 3 Section 6 USING KEYS TO MOVE AROUND IN THE PROGRAMS 4 4 Section ...

Page 5: ...ogram 41 ACD Setup 4 45 41 02 ACD Group and Agent Assignments 4 45 41 03 Incoming Ring Group Assignment for ACD Group 4 46 41 05 ACD Agent Work Schedules 4 47 41 06 Trunk Work Schedules 4 48 41 07 ACD Weekly Schedule Setup 4 49 41 08 ACD Overflow Options 4 50 41 09 ACD Overflow Table Setting 4 52 41 11 VRS Delay Announcement 4 53 41 12 Night Announcement Setup 4 55 41 13 VRS Message Number for Nig...

Page 6: ...Table 2 11 Sample ACD Incoming Trunk Ring Group Assignment Worksheet 41 03 xx 2 9 Table 2 12 ACD Incoming Trunk Ring Group Assignment Worksheet 41 03 xx 2 10 Table 3 1 Advanced Features Guide 3 1 Table 3 2 ACD Setup Options Program 41 14 xx 3 2 Table 3 3 BLF For ACD Agents 3 8 Table 3 4 BLF for co workers who are not ACD Agents 3 8 Table 3 5 3 25 Table 4 1 Keys for Entering Data Digital 2W Multili...

Page 7: ... Keys This provides one button operation for almost any feature To find out more read the One Touch Calling and One Touch Serial Operation features in your Features and Specifications Manual Programmable Keys When reading an instruction using programmable keys you will see a notation similar to Program 15 07 01 or SC 751 05 This means that the key requires function code 05 and you can program this...

Page 8: ... several different ring groups Program 22 04 01 while they are logged into the ACD group they will only receive calls from the ACD ring group Calls from other ring groups will only ring the agent s extension while they are logged out SL2100 ISSUE 1 0 1 2 Introduction ...

Page 9: ...mer Service reps are unavailable In the Table 2 1 Sample ACD Group Worksheet on page 2 2 in the Member Extensions column enter the member extensions for each ACD Group If an extension is a member of more than one ACD Group ensure that extension is active in only one ACD Group during a particular Work Period Refer to ASSIGN EXTENSIONS FOR EACH WORK PERIOD on page 2 4 The Table 2 1 Sample ACD Group ...

Page 10: ...39 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 SECTION 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 Sched...

Page 11: ...les in your Work Schedule there will be periods during the day when no ACD service is available Try to accommodate the typical divisions of time during the day For example the sample worksheet below shows five Work Periods corresponding to mornings 1 lunch 2 afternoons 3 evenings 4 and late night 5 Table 2 2 Sample ACD Agent Work Schedule Worksheet 41 05 01 Sample ACD Agent Work Schedule Worksheet...

Page 12: ...CD numbers Wherever possible try to make your ACD numbers in consecutive order In the ACD Number column of the Table 2 5 ACD Assignment Worksheet 41 02 01 on page 2 5 enter the ACD number for each extension number In the sample below the ACD numbers are consecutive within each basic ACD Group 3 Assign Extensions to ACD Groups for each Work Period Set up the ACD groups by assigning extensions to AC...

Page 13: ... 05 01 WP 1 WP 2 WP 3 WP 4 WP 5 WP 6 WP 7 WP 8 1 105 1 1 2 107 1 1 3 117 1 1 4 139 2 1 5 109 2 2 2 1 6 111 2 2 2 7 115 2 2 2 Table 2 5 ACD Assignment Worksheet 41 02 01 ACD Assignment Worksheet 41 02 01 ACD Num ber 1 128 Extension Number For each extension number enter ACD Group for each work period WP 41 05 01 WP 1 WP 2 WP 3 WP 4 WP 5 WP 6 WP 7 WP 8 ISSUE 1 0 SL2100 ACD Installation Manual 2 5 ...

Page 14: ...ly answered by ACD 2 Assign the trunk ports to Incoming Ring Groups In the Incoming Ring Group columns enter the Incoming Trunk Ring Group for each trunk port for each Night Service mode Trunks that have the same basic function and that will be assigned the same priority in ASSIGN INCOMING TRUNK RING GROUPS TO ACD GROUPS on page 2 8 should be in the same incoming Ring Group For example if you have...

Page 15: ...Periods in each Work Schedule Each day of the week has one Trunk Work Schedule but different days can share the same schedule For example Monday Friday can have the same daily schedule where Work Period 1 lasts from 8 00 AM to 5 00 PM Saturday can have a Work Period 1 lasting from 8 00 AM to 1 00 PM Use the Table 2 9 Trunk Work Schedule Worksheet 41 06 01 on page 2 8 and the sample below to set up...

Page 16: ...01 Monday Friday Work Period Start Time End Time 1 8 00 AM 5 00 PM 2 5 00 PM 8 00 AM Table 2 9 Trunk Work Schedule Worksheet 41 06 01 Trunk Work Schedule Worksheet 41 06 01 Trunk Work Schedule Number 1 4 Day s of Week 41 07 01 Work Period Start Time End Time 1 2 3 4 5 6 7 8 SECTION 6 ASSIGN INCOMING TRUNK RING GROUPS TO ACD GROUPS This section explains how to customize Trunk Ring ACD Groups for ea...

Page 17: ...ight Announcement used is selected from the VRS 4 Set the priority of the Incoming Trunk Ring Group being defined Set the Incoming Trunk Ring Group for Priority or Normal operation Priority Ring Groups have precedence over Normal Ring Groups For example if a normal trunk is already ringing an ACD group when a priority trunk rings in the new call starts ringing and the normal trunk waits in queue b...

Page 18: ...nts See Table 2 3 ACD Agent Work Schedule Worksheet 41 05 01 on page 2 3 SECTION 7 BASIC PROGRAMMING Program No Program Name Description 11 13 01 through 11 13 06 Service Code Setup For ACD If required customize the service codes used with the ACD feature 11 17 01 ACD Group Pilot Number Enter the master number up to eight digits for each ACD Group 1 8 Try to use entries that are not part of your n...

Page 19: ... days of the week in Program 41 07 01 This is the same program used by the Trunk Work Schedules 41 07 01 ACD Weekly Schedule Setup Assign the Work Schedule 1 4 to days of the week 1 Sunday 7 Saturday The assignments you make in this program apply to both the ACD Agent Work Schedules Program 41 05 01 and the Trunk Work Schedules Program 41 06 01 41 12 03 Night Announcement Setup ACD Night Announce ...

Page 20: ...ine Your display shows WAIT ACD LOGIN If Program 12 07 01 has a customized Day Night mode message defined the ACD agent s display will not indicate the WAIT ACD LOGIN status however the agent may still log in using the following procedure 1 Press the Speaker key 2 Dial 5 You hear confirmation tone OR Press ACD Log On Off key PRG 15 07 01 or SC 752 code 10 You hear a single beep Your display will s...

Page 21: ...on tone if you dialed 5 or a single beep if you pressed the ACD Log On Log Off key OR Dial 0 to cancel the log out and return to the group 8 3 2 2 Single Line Telephone 1 Lift handset 2 Dial 655 ISSUE 1 0 SL2100 ACD Installation Manual 2 13 ...

Page 22: ...MEMO SL2100 ISSUE 1 0 2 14 Setting Up ACD for the First Time ...

Page 23: ...ng calls can route to other extensions ACD groups or Voice Mail Overflow Options on page 3 15 Set various options for ACD Groups ACD Setup Options on page 3 2 Temporarily log out an ACD Agent Off Duty Mode on page 3 13 See the status of your ACD Group s calls at a glance Queue Status Display on page 3 24 Set up SIE keys for ACD Groups SIE Key for ACD Groups on page 3 10 Get one button ACD Group ca...

Page 24: ...adset Operation with Automatic Answer on page 3 6 0 Disabled 06 Call Queuing after 2nd An nouncement Enables 0 or disables 1 Call Queuing after the 2nd Announcement 0 Enabled 07 Automatic Off Duty for SLT Enables 1 or disables 0 Automatic Off Duty Mode for SLTs Off Duty Mode on page 3 13 0 Disabled 08 ACD Off Duty Mode Enable 1 or Disable 0 the ability to re ceive internal calls when in Off Duty M...

Page 25: ...D Options Setup Set various options for each ACD Group Refer to Table 3 2 ACD Setup Options Program 41 14 xx on page 3 2 Related Features Class of Service Operation Refer to Table 3 2 ACD Setup Options Program 41 14 xx on page 3 2 ISSUE 1 0 SL2100 ACD Installation Manual 3 3 A ...

Page 26: ...ave an Emergency Call key and Supervisor Split key assigned Conditions None Default Settings Emergency Call Overflow enabled Program 41 14 01 0 No Emergency Call keys assigned Program 15 07 01 12 No Supervisor Split keys assigned Program 15 07 01 16 Programming Program No Program Name Description 15 07 01 Programmable Function Keys Assign an Emergency Call key code 12 to both the ACD Group Supervi...

Page 27: ... their Emergency Call 1 Press Emergency Call Key again The display on both your phone and your agent s phone changes to EMG CALL BREAK IN You can converse with all three parties simultaneously The initial call will continue if you hang up To split away from your ACD Agent and talk to the outside caller after breaking into the Emergency Call 1 Press your Supervisor Split Key Program 15 07 01 or SC ...

Page 28: ...ription 15 07 01 Programmable Function Keys Assign a function key for Headset operation 05 20 13 06 Class of Service Options Supplementary Service Automatic Off Hook Signaling Automat ic Override Allows a busy extension ability to manually 0 or automatically 1 receive off hook signals 41 14 04 ACD Options Setup Automatic Answer at Headset For each ACD Group disable 0 or enable 1 Automatic Answer f...

Page 29: ...Feature key and then press the Headset Key Program 15 07 01 or SC 751 05 The Headset key flashes while Automatic Answer is active Program 41 14 04 must also be set to allow Automatic Answer for the ACD group Incoming CO calls to the agent will automatically be answered Ringing intercom calls are not automatically answered Voice announced intercom calls can be responded to handsfree To Disable Auto...

Page 30: ...ble 3 4 BLF for co workers who are not ACD Agents BLF for co workers who are not ACD Agents BLF Indicator Co worker Status Off Idle On Busy or ringing Fast Flash In Do Not Disturb All calls option 3 or intercom calls option 2 Conditions An extension user cannot use Hotline to pick up a call ringing their Hotline partner s extension Hotline does not override Do Not Disturb Hotline always follows th...

Page 31: ...ed Features Do Not Disturb Handsfree Answerback Forced Intercom Ringing Off Hook Signaling Programmable Function Keys Operation To place a call to your Hotline partner 1 Press the Hotline key PRG 15 07 01 or SC 751 01 partner s extension number You can optionally lift the handset after this step for privacy To transfer your outside call to your Hotline partner 1 Press the Hotline key 2 Announce th...

Page 32: ...r Ring tones use the following priority Program 15 10 01 Priority Ring Tone set in Program 15 08 01 1 0 2 1 3 2 4 3 All SIE keys use Tone Pattern 1 Program 15 08 01 0 Programming Program No Program Name Description 15 02 02 Multiline Telephone Basic Data Setup Trunk Ring Tone For the SIE key ring tone range assigned in Program 15 08 01 below choose the extension s de sired ring tone pitch within t...

Page 33: ...k Ring Tone Range Select the ring tone range 0 8 for each trunk to ring in an ACD group The trunk uses a ring tone within the range selected when it rings an extension There are four ring tones available Related Features Programmable Function Keys Operation To answer a call ringing an ACD Group key 1 Press flashing SIE key Program 15 07 01 or SC 752 03 ACD master The SIE key may flash only ring af...

Page 34: ...ing for the Day Night Midnight Rest Day2 Night2 Midnight2 and Rest2 modes respectively You can make flexible entries For example you can have immediate ringing in the day and night modes and delay ringing for the midnight and rest modes The ringing mode delayed or immediate follows system programming 7 Press the Speaker key to hang up SL2100 ISSUE 1 0 3 12 SIE Key for ACD Groups S ...

Page 35: ...ramming to enable Automatic Off Duty Mode Conditions Automatic Off Duty Mode does not time out Once enabled an agent must cancel Off Duty Mode to return to service While active the agent will not receive any type of calls in DND mode Default Settings No Off Duty Mode keys programmed Program 15 07 01 code 13 Automatic Off Duty Mode for single line telephone disabled Program 41 14 07 0 Programming P...

Page 36: ...p Multiline 1 Press your Off Duty Mode Key Program 15 07 01 or SC 752 13 Your Off Duty Mode Key lights Single Line Telephone 1 Lift the handset 2 Dial 658 To cancel Off Duty Mode Multiline 1 Press your Off Duty Mode Key Program 15 07 01 or SC 752 13 Your Off Duty Mode Key goes out Single Line Telephone 1 Lift the handset 2 Dial 659 SL2100 ISSUE 1 0 3 14 Off Duty Mode O ...

Page 37: ...nt without an announcement If no agents are logged in when the call rings the group the caller hears ringback until they hang up or an agent logs in Overflow with No Announcement Mode 1 If all agents are unavailable a call to the ACD Group will overflow i e reroute to another ACD Group offsite via a speed dial bin Ring Group or the Voice Mail after a programmed interval The caller does not hear an...

Page 38: ...l music sources Refer to the Features and Specifications Manual for details on setting up Music on Hold Multiple ACD Groups Programmed As Overflow Destination The system can be programmed to transfer an overflow call to a specific ACD Group using Program 41 09 01 In order to overflow to voice mail offsite via a speed dial bin Ring Group use Program 41 08 02 This option allows you to set the priori...

Page 39: ... each ACD Group 1 8 set the mailbox number to be used for the 1st Delay Announcement 41 19 03 ACD Voice Mail Delay Announcement 1st Delay Message Sending Count For each ACD Group 1 8 determine how many times the 1st Delay Message is played to the call er 0 255 41 19 08 ACD Voice Mail Delay Announcement Delay Message Interval Time For each ACD Group 1 8 set the timer for the interval between the De...

Page 40: ...ssage before disconnecting the call 0 64800 41 11 08 VRS Delay Announcement Queue Depth Announcement For each ACD Group 1 8 use 0 to disable the Queue Depth Announcements 1 after the 1st Delay Announcement only 2 after the 2nd Delay Announcement only or 3 after both the 1st and 2nd 22 01 11 System Options for Incoming Calls VRS Waiting Message Interval Time Set the timer for the interval between t...

Page 41: ...t Only For overflow modes 8 and 9 the system handles overflow timing and playing of the 2nd Announcement to callers based on the interaction of the following ACD programming Program No Program Name Description 41 08 04 ACD Overflow Options ACD Overflow Transfer Time Overflow out of the ACD queue mode 9 only occurs after this timer expires The timer starts as soon as a call goes into queue Disable ...

Page 42: ...before playing the first Delay Announce ment 0 64800 seconds 41 19 04 ACD Voice Mail Delay Announcement Mailbox Number for 2nd Announcement Message For each ACD Group 1 8 set the mailbox number to be used for the 2nd Delay Announcement 41 19 05 ACD Voice Mail Delay Announcement 2nd Delay Message Sending Count For each ACD Group 1 8 determine how many times the 2nd Delay Message is played to the ca...

Page 43: ...m VRS 2 InMail Source Source for ACD Announcement not applicable to modes 0 and 1 VRS see Program 41 11 02 and 41 11 04 InMail see Program 41 19 02 and 41 19 04 ACD Over flow Mode 41 08 0 1 Over flow Dest 41 08 0 2 Overflow Destination Priority 41 14 03 1st ACD Announce ment 2nd ACD Announce ment 1 2 3 4 5 6 7 Type 41 08 03 Source 41 11 02 41 19 02 Type 41 08 03 Source 41 11 04 41 19 04 1 2 3 4 5 ...

Page 44: ...imer For each ACD Group 1 8 determine how long the system waits before playing the delay Message This program is activated when the delay announcement source and options are assigned as VRS in Program 41 08 03 41 11 02 VRS Delay Announcement 1st Delay Message Number For each ACD Group 1 8 assign the VRS message number to be used as the message source for the 1st Delay Announcement Message 0 101 Th...

Page 45: ... mailbox number to be used for the 1st Delay Announcement 41 19 03 ACD Voice Mail Delay Announcement 1st Delay Message Sending Count For each ACD Group 1 8 determine how many times the 1st Delay Message is played to the call er 0 255 41 19 04 ACD Voice Mail Delay Announcement Mailbox Number for 2nd Announcement Message For each ACD Group 1 8 set the mailbox number to be used for the 2nd Delay Anno...

Page 46: ...up The trunk that has been waiting the longest and how long it has been waiting 2 LINE 001 01 30 The number of calls in queue Name of trunk that has been queued the longest How long the longest queued call has been waiting For each ACD Group you can set the following conditions The number of trunks that can wait in queue before the Queue Status Display occurs How often the time in queue portion of...

Page 47: ...Service Any exten sion which has this option enabled also hears the queue alarm Feature Available in Program 41 20 xx Queue Status Display Yes Queue Status Display Time Yes Alarm Yes Alarm Send Time Yes Interval Time of Queue Status Display Yes Class of Service Yes Timing of alarm and display queue status Alarm triggered after the number of calls in Program 41 20 01 is exceeded Then follows Progra...

Page 48: ...Related Features Off Duty Mode Operation None SL2100 ISSUE 1 0 3 26 Queue Status Display Q ...

Page 49: ...ogram 15 07 01 or SC 752 code 14 will take the assigned group out of service A supervisor can not log in out an AIC member as they are not normal ACD agents An extension assigned as an ACD Group Supervisor cannot also be a System Supervisor Default Setting ACD Supervisors not programmed Programming Program No Program Name Description 15 07 01 Programmable Function Keys Assign the following functio...

Page 50: ...ss ACD Log On Off key Program 15 07 01 or SC 752 code 10 Your display shows ACD LOGOUT 1 Yes 0 No 3 Dial 1 to log out You hear confirmation tone if you dialed 5 or a single beep if you pressed the ACD Log On Log Off key Dial 0 instead to cancel the log out and return to the group Taking an ACD Group out of Service To take your entire ACD Group out of service You must be logged into the group 1 Pre...

Page 51: ... Log On Off keys are lit If you have logged out of the group and your ACD Log On Off key is out you must log back in before going to step 1 1 Press your Out of Service key Program 15 07 01 or SC 752 code 14 The key goes out and your agents can log back into the group Logging Agents into and out of their ACD Group To log an agent into their ACD Group You can do this while either logged in or logged...

Page 52: ... in or logged out You must log out of the ACD Agent before reassigning them 1 Press the Speaker key 2 Dial 669 3 Dial the ACD Agent s extension number 4 Dial the number of the ACD Group to which you want to assign the agent You hear confirmation tone 5 Press Speaker to hang up SL2100 ISSUE 1 0 3 30 Supervisor ACD Group S ...

Page 53: ...ervisor to log an agent back into an ACD Group 11 13 11 Service Code Setup for ACD ACD Agent Logout by Supervisor This Service Code normally 668 allows the System Supervisor to log an agent out of an ACD Group 11 13 12 Service Code Setup for ACD Change Agent ACD Group by Supervisor This Service Code normally 669 allows the System Supervisor to assign an agent to a different ACD Group 15 07 01 Prog...

Page 54: ...rvisor You only have System Supervisor capability while logged on 1 Press the Speaker key 2 Dial 5 You hear confirmation tone OR Press ACD Log On Off key Program 15 07 01 or SC 752 code 10 Your Log On Off key lights and you hear a single beep Your display will show SUPERVISOR Logging off as the ACD System Supervisor To log off as the ACD System Supervisor This will end your System Supervisor capab...

Page 55: ... SC 752 code 10 Your display shows LOGIN TERMINAL n CHECK STA nnn The extension shown in CHECK STA nnn has not logged out 2 Press volume or to scroll through the list of agents that have not logged out 3 Press ACD Log On Off key Program 15 07 01 or SC 752 code 10 again Your displays shows SUPERVISOR To return all the ACD Groups to service The Out of Service and Log On Off keys are lit If you have ...

Page 56: ... Agents to different ACD Groups To assign an agent to a different ACD Group You can do this while either logged in or logged out You must log out the ACD Agent before reassigning them 1 Press the Speaker key 2 Dial 669 3 Dial the ACD Agent s extension number 4 Dial the number of the ACD Group to which you want to assign the agent You hear confirmation tone 5 Press Speaker to hang up SL2100 ISSUE 1...

Page 57: ...tone No ACD Monitor keys assigned Program 15 07 01 15 Programming Program No Program Name Description 15 07 01 Programmable Function Keys Assign an ACD Monitor key code 15 to each supervisor that should be able to monitor an ACD Agent s call 20 02 05 System Options for Multiline Telephones Headset Busy Mode Set this option to 0 for all ACD Agents with headsets that should be monitored This makes t...

Page 58: ...versation but the agent is not aware that you are monitoring their call Monitoring will continue until you press the ACD Monitor key or the ACD Agent hangs up For example if the agent places a call on Hold but does not hang up you will hear Music on Hold To stop monitoring an ACD Agent s call 1 Press the lit ACD Monitor Key Program 15 07 01 or SC 752 15 Monitoring also stops when the ACD Agent han...

Page 59: ...ng to only ACD group 6 Example 3 Log In with AIC 678 During Work Periods 1 8 ACD agents will belong to ACD groups 2 3 and 5 at the same time A supervisor cannot log in out an AIC member as they are not normal ACD agents Multiple Agent Log In ACD agents can log in any extension with multiple AICs up to three Using the example setup above ACD will work as follows Example 1 Log In with AIC 789 and 56...

Page 60: ...n AIC member as they are not normal ACD agents 41 18 01 ACD Agent Identity Code Setup ACD Agent Identity Code For each AIC Table 1 128 define the ACD Agent Identity Code four digits 41 18 02 ACD Agent Identity Code Setup Default ACD Group Number For each AIC Table 1 128 define the default ACD group number that is displayed with Queue Sta tus 0 no setting 1 8 41 18 03 ACD Agent Identity Code Setup ...

Page 61: ...le beep Your display will show the ACD Group to which you are logged in Although you can enter a code of any valid length ask your supervisor which ID code you should enter Single Line Telephone 1 Lift handset 2 Dial 5 3 Dial the ID code You hear confirmation tone Although you can enter a code of any valid length ask you supervisor which ID code you should enter AIC Agent Log In when your system h...

Page 62: ... 1 Once logged in with first AIC press the ACD Log In Log Out key Program 15 07 01 or SC 752 10 2 Dial 0 to cancel the log out option 3 Dial the Agent Identity Code AIC up to four digits The ACD Log In Log Out key lights OR 1 Press the Speaker key and dial the AIC Log In service code Program 11 13 08 2 Dial the Agent Identity Code AIC up to four digits The ACD Log In Log Out key lights Single Line...

Page 63: ...ency for each line is logged The total of incoming calls answer frequency call duration for each line and extension and abandon call frequency of each line is logged and the data is outputted to the PC The system totals the hour day week and month for each terminal and trunk number This information is used by the SMDR feature The extension which is totaled is determined by system programming The s...

Page 64: ...should be measured 0 no 1 yes 90 21 01 Traffic Report Output Output Port Type Define the output port to be used for the traffic reports 0 No Setting 3 LAN The reports will print hourly when connected to the output device Related Features Data Communications Station Message Detail Recording Operation Operation is automatic once programmed SL2100 ISSUE 1 0 3 42 Traffic Reports T ...

Page 65: ...ually return themselves to the ACD Group Optionally Auto Wrap up can automatically log the agent back into their group after a programmed interval termed the Auto Wrap up Time Conditions None Default Settings Service Code to set Wrap Up Mode for SLT is 656 Program 11 13 03 Service Code to cancel Wrap Up Mode for SLT is 657 Program 11 13 04 No Wrap Up Time keys programmed Program 15 07 01 17 Automa...

Page 66: ...up may automatically activate Off Duty Mode after you complete a call If you group has Automatic Wrap Up Time your Wrap Up Time key flashes while you are on a call In addition Auto Wrap up may automatically return you to your ACD Group after a preset time Multiline 1 Press your Wrap Up Time Key Program 15 07 01 or SC 752 17 Your Wrap Up Time Key lights Single Line Telephone 1 Lift the handset 2 Di...

Page 67: ...ions control The Default Settings for each program are also included When you first install the system it uses the Default Setting for all programs Along with the Description are the Conditions which describe any limits or special considerations that may apply to the program The program access level is just above the Description heading You can only use the program if your access level meets or ex...

Page 68: ... there is a check in the appropriate box If the option doesn t apply the box is empty Following is a more detailed explanation of each option Sorts Data After you enter data for a program the system spends several seconds sorting the system database Program 10 12 Call Pickup Group is an example of a program that sorts data You can continue programming normally after the sort completes Sorting may ...

Page 69: ...SB System Administrator Level 2 SB 13 04 13 05 13 06 13 11 15 14 21 20 SECTION 5 HOW TO EXIT PROGRAMMING MODE To exit the programming mode When you are done programming you must be out of a program option to exit pressing the Mute key will exit the program option 1 Press Mute key to exit the program options if needed Program Mode Base Service OP1 OP2 Digital 2W Multiline Terminal IP Multiline Term...

Page 70: ... 6 Next Index Cursor Key Up Prior Index Cursor Key Down Select Data Line Key 1 6 All Clear Flash Apply Hold Enter Go Back to Prior Screen Mute Clear Back Move Cursor Jump Up Down DND Delete single character Clear Back Next Page Help Toggle between Number Character While in a Entering Number Prior Page Transfer Quit the programming Speaker Exit Move Cursor to Left Cursor Key Left Soft Key1 Change P...

Page 71: ... ä æ ö ü α ε θ В Enter characters π Σ σ Ω Accepts an entry only required if two letters on the same key are needed ex TOM Pressing again Space In system programming mode use the right arrow Softkey in stead to accept and or add a space Clear Back or DND 2W Digital IP Multiline Terminal Clear the character entry one character at a time Flash Clear all the entries from the point of the flashing curs...

Page 72: ...ill back Go back one step in the program display You can press Cursor Key UP or Cursor Key Down to scroll forward or backward through a list of programs Scroll down through the available programs Scroll up through the available programs select Select the currently displayed program Move the cursor to the left Move the cursor to the right 1 Move back through the available program options 1 Move for...

Page 73: ...ACD Wrap Up Time for SLT SLT 657 05 Set ACD Off Duty for SLT SLT 658 06 Cancel ACD Off Duty for SLT SLT 659 07 Not used 08 Agent ID Code Login Allows an AIC Agent to log into a group MLT No Setting 09 Agent ID Code Logout Allows an AIC Agent to log out of a group MLT No Setting 10 ACD Agent Login by Supervisor Allows an ACD Supervisor to log into a group MLT 667 11 ACD Agent Logout by Supervisor A...

Page 74: ...Conditions None Feature Cross Reference Automatic Call Distribution ACD SL2100 ISSUE 1 0 4 8 Program 11 System Numbering Program 11 ...

Page 75: ... use an extension number which by default has a port number assigned first remove the default assignment Input Data ACD Group Number 1 8 Item No Item Input Data Description Default 01 ACD Group Pilot Number Dial Up to eight digits Assign the ACD Master Number for each ACD Group No Setting Default No ACD Group Pilot Numbers assigned to any ACD Group 1 8 Conditions None Feature Cross Reference Autom...

Page 76: ... the extension port you are programming To select options 6 11 dial 6 or press Help until 2 shows in the far right of screen then press line keys 1 6 To select options 12 16 dial 12 or press Help until 3 shows in the far right of screen then press line keys 1 6 1 02 Trunk Ring Tone 1 High 2W Digital IP Multiline Terminal 2 Medium 2W Digi tal IP Multiline Termi nal 3 Low 2W Digital IP Multiline Ter...

Page 77: ...ion selection 2 refer also to Program 81 01 14 0 06 Hold Key Operat ing Mode 0 Normal Hold 1 Exclusive Hold Use this option to set the function of the Multiline Hold key The Hold key can activate normal Hold or Exclu sive Hold 0 07 Automatic Hold for CO Lines 0 Hold 1 Disconnect Cut When talking on a CO call and an other CO line key is pressed the original trunk is placed on Hold 0 or Disconnected...

Page 78: ...ing OTG 2 Ignore Determine whether a Virtual Exten sion VE should function as a DSS key or a Virtual Extension When DSS 0 is selected the key func tions as a DSS key to the extension and for incoming calls to that exten sion When Outgoing 1 is selected the key functions as a virtual exten sion and can be used for incoming and outgoing calls When Ignore 2 is selected the key functions can re ceive ...

Page 79: ... Waiting Lamp Cycle for Calling Exten sion 1 Cycle 1 2 Cycle 2 3 Cycle 3 4 Cycle 4 5 Cycle 5 6 Cycle 6 7 Cycle 7 Select the cycle method that the Large LED flashes when the exten sion has set Message Waiting 3 36 Message Waiting Lamp Cycle for Called Extension 1 Cycle 1 2 Cycle 2 3 Cycle 3 4 Cycle 4 5 Cycle 5 6 Cycle 6 7 Cycle 7 Select the cycle method that the Large LED flashes when the exten sio...

Page 80: ...48 Short Ring Setup 0 Disable 1 Enable 0 80 09 01 80 09 02 80 09 03 49 Button kit Infor mation of Multi line Telephone 0 15 0 50 Mute Lamp Sta tus Change 0 normal 1 Lamp Status Change 0 52 Voice Mail Mes sage Waiting Lamp Setup 0 Light the VM F Key only 1 Light the MW lamp only 2 Light both MW Lamp and VM Key This program is not followed if one of the F keys is assigned as a VM key of some other m...

Page 81: ...ram 15 02 35 36 38 Programs 15 02 35 36 and 38 Input Cycle 1 Cycle 1 500 ms ON 500 ms OFF 2 Cycle 2 250 ms ON 250 ms OFF 3 Cycle 3 125 ms ON 125 ms OFF 4 Cycle 4 125 ms ON 125 ms OFF 125 ms ON 625 ms OFF 5 Cycle 5 875 ms ON 125 ms OFF 6 Cycle 6 625 ms ON 125 ms OFF 125 ms ON 125 ms OFF 7 Cycle 7 1000 ms ON Program 15 02 Incoming Signal Frequency Patterns Incoming Signal Fre quency Pattern Type Fre...

Page 82: ...Conditions None Feature Cross Reference Refer to the Input Data chart SL2100 ISSUE 1 0 4 16 Program 15 Extension Basic Setup Program 15 ...

Page 83: ... any displayed code Input Data Extension Number Maximum eight digits Key Number 1 32 Default Settings Line Key Function Number Additional Data LK01 01 Trunk Line Key 1 LK12 01 Trunk Line Key 12 LK13 0 No Setting 0 No Setting LK32 0 No Setting 0 No Setting Item No Item Input Data Additional Data 01 Line Key Number 1 32 Refer to Table 4 4 Function Number List on page 4 18 Function Number 0 99 0 99 R...

Page 84: ...w Blink Red SET UP Fast Blink Red To be set up 11 Call Forward Busy None Extension number or Any num ber Max 36 digits Slow Blink Red SET UP Fast Blink Red To be set up 12 Call Forward No Answer None Extension number or Any num ber Max 36 digits Slow Blink Red SET UP Fast Blink Red To be set up 13 Call Forward Busy No Answer None Extension number or Any num ber Max 36 digits Slow Blink Red SET UP ...

Page 85: ...re fer to the extension number not Virtual Extension set to PRG24 09 03 None 35 Camp On On Red Active 36 Step Call None 37 DND FWD Over ride Call None 38 Message Waiting None 39 Room Monitoring Slow Blink Red Monitoring Fast Blink Red To be monitored 40 Handset Trans mission Cut off On Red Activated 41 Buzzer Extension Number On Red Calling party Fast Blink Red Called party 42 Boss Secretary Call ...

Page 86: ... Green On Off 201 300 Red On Green On Off 57 General Purpose LED Indication 1 100 Red On Off 101 200 Green On Off 201 300 Red On Green On Off 1 100 Red On Off 101 200 Green On Off 201 300 Red On Green On Off 58 Automatic Trans fer at Department Group Call Extension Group Number 1 50 On Red Set Off Cancel 59 Delayed Transfer at Department Group Call Extension Group Number 1 50 On Red Set Off Cancel...

Page 87: ...2 Slow Blink Red Pattern 3 Fast Blink Red Pattern 4 87 Caller ID Refuse None Off Cancel Slow Blink Red Set 88 Dial In Mode Switching Program 22 17 Ta ble No 1 500 Off Pattern 1 Pattern 5 8 On Red Pattern 2 Slow Blink Red Pattern 3 Fast Blink Red Pattern 4 89 Do Not Call Set up On Red Set Off Cancel 91 Live Recording Key Slow Blink Green Set 94 Call Attendant Fast Blink Red Setup No answer calls 12...

Page 88: ... ment Group Num ber Fast Blink Red Incoming own other Recall own On Green Speaking own On Red Speaking other Slow Blink Green Holding own Transferring own Slow Blink Red Holding other Transferring other Recall other 04 Park Key Park Number 1 50 Slow Blink Green Holding own Fast Blink Green Recall own Slow Blink Red Holding other 05 Loop Keys Use Programs 15 13 01 and or 15 13 02 to as sign the loo...

Page 89: ...f LED Pattern 2 W K On 250m s Off 250m s On Off LED Pattern 3 RW On 125m s Off 125m s On Off LED Pattern 4 IR On 125m s Off 125m s On 125m s Off 625m s LED Pattern 5 IL On 875m s Off 125m s LED Pattern 6 IW On 625m s Off 125m s On 125m s Off 125m s LED Pattern 7 ON On Off On Off On Off On Off 2W Digital IP Multiline Terminal LED Indication Reference ON LED pattern 7 2W Digital IP Multiline Termina...

Page 90: ...rence Refer to Table 4 4 Function Number List on page 4 18 Telephone Programming Instructions To enter data for Program 15 07 Programmable Function Keys 1 Enter the programming mode 2 15 07 3 Enter the number of the item you want to program 4 To select the telephone number to be programmed press the FLASH or the volume or keys 5 Enter data for the item you selected Hold 6 Enter data for the next i...

Page 91: ...4 Incoming extension ring tone 5 Melody1 2W Digital IP Multiline Termi nal 6 Melody2 2W Digital IP Multiline Termi nal 7 Melody3 2W Digital IP Multiline Termi nal 8 Melody4 2W Digital IP Multiline Termi nal When an extension or a virtual extension is assigned to the function key on the key telephone select the ring tone when re ceiving a call on that key 0 Table 4 6 Program 15 08 Incoming Signal F...

Page 92: ...540 Hz 540 Hz 540 Hz 16 Hz 16 Hz 16 Hz Pattern 6 High Middle Low 1400 Hz 760 Hz 660 Hz 540 Hz 540 Hz 540 Hz 8 Hz 8 Hz 8 Hz Pattern 7 High Middle Low 2000 Hz 2000 Hz 1100 Hz 1100 Hz 540 Hz 760 Hz 16 Hz 16 Hz 16 Hz Pattern 8 High Middle Low 2000 Hz 2000 Hz 1100 Hz 1100 Hz 540 Hz 760 Hz 8 Hz 8 Hz 8 Hz Conditions None Feature Cross Reference None SL2100 ISSUE 1 0 4 26 Program 15 Extension Basic Setup ...

Page 93: ...on numbers and names to virtual extension ports in Program 15 01 Program Virtual Extension keys in Program 15 07 code 03 There are 50 Virtual Extension Ports Input Data Extension Number Maximum eight digits Key Number 01 32 Day Night Mode 1 8 Item No Item Input Data Default 01 Ringing 0 No Ringing 1 Ring 0 Conditions Program the Multiple Directory Number function keys NOT to ring before removing t...

Page 94: ... 1 4 When two or more virtual extensions are set on a function key on the tele phone and the tone pat tern by which the sound of each extension differs the priority of ring sound is set up 15 08 Data 0 8 0 Tone Pattern 1 1 Tone Pattern 2 2 Tone Pattern 3 3 Tone Pattern 4 4 Incoming extension ring tone 5 Melody1 2W Digital IP Multiline Termi nal 6 Melody2 2W Digital IP Multiline Termi nal 7 Melody3...

Page 95: ...Feature Cross Reference Multiple Directory Number Call Coverage ISSUE 1 0 SL2100 ACD Installation Manual 4 29 Program 15 ...

Page 96: ...5 01 to virtual extension ports Program Multiple Directory Number virtual extension keys in Program 15 07 code 03 Input Data Extension Number Maximum eight digits Key Number 01 32 Day Night Mode 1 8 Item No Item Input Data Default Related Program 01 Ringing 0 Immediate Ring 1 Delayed Ring 0 20 04 03 15 09 01 Conditions Program the Virtual Extension keys NOT to ring before removing the key from tel...

Page 97: ...dis able 0 an exten sion ability to an swer a call after it has been trans ferred but before it is answered 1 05 Headset Busy Mode 0 No Disable 1 Yes Enable Set the condi tions under which a headset exten sion is busy to in coming callers 0 20 09 07 06 Pre selection Time 0 64800 seconds When a multiline terminal user pre selects a line key the system re members the pre selection for this time 5 07...

Page 98: ...oice 1 Enable Signal Use this option to enable or disable Forced Intercom Ringing If ena bled incoming In tercom calls nor mally ring If disa bled Intercom calls voice an nounce 1 15 Caller ID Display Mode 0 Name and Number Both 1 Name Preference 2 Number Preference 0 18 Dialing Record Dis play Time 0 64800 seconds 30 19 DSS Key Virtual Extension Mode 0 No 1 Yes Sets the mode of a virtual exten si...

Page 99: ...WWW hh mm 24H type6 hh mm MMM DD WWW 24H type7 MM DD WWW hh mm 24H type8 hh mm WWW DD MMM 24H MM Month Ex 1 10 MMM Month Ex JAN DD Day Ex 1 31 WWW Day of Week Ex MON AP AM PM hh Hour Ex 6 18 mm Minute Ex 05 Conditions None Feature Cross Reference Class of Service ISSUE 1 0 SL2100 ACD Installation Manual 4 33 Program 20 ...

Page 100: ...for Delayed Ringing see Program 15 11 ring the extension after this time 10 04 Virtual Extension Key Seize Mode 0 Normal 1 Enhanced Option When set to Enhanced the BLF will not show as being busy when the station is on a trunk call When set to Normal the BLF will show as being busy when on a trunk call 1 05 Ringtone mode for incoming to VE 0 Off 1 On Enable the distinctive ring tone when incoming ...

Page 101: ...e options in each Class of Service refer to Programs 20 07 through 20 13 You make eight entries for Program 20 06 one for each Night Service Mode Input Data Extension Number Maximum eight digits Day Night Mode 1 8 Item No Item Input Data Default 01 Class of Service for Extensions 1 15 Extension 101 is Class 15 and other Extension are Class 1 Conditions None Feature Cross Reference Class of Service...

Page 102: ...e Call Forwarding DND Over ride COS 1 15 1 05 Intercom Off Hook Signaling 0 Off ICM off hook signaling disabled 1 On ICM off hook signaling enabled Turns off or on an extension ability to receive off hook signals COS 1 15 1 06 Automatic Off Hook Signaling Automatic Over ride 0 Off manually 1 On automatically Allows a busy extension ability to manually 0 or automatically 1 re ceive off hook signals...

Page 103: ...rns off or on an extension user ability to use Selectable Display Messaging 1 20 Account Code Toll Restriction Operator Alert Restricted Oper ation Transfer 0 Off Call restricted 1 On Call routed to operator Turns off or on operator alert when an extension user improperly enters an Account Code or violates Toll Re striction COS 1 15 0 21 Extension Name 0 Off 1 On Turns off or on an extension user ...

Page 104: ...t Ringing for SLT 0 Off 1 On Turn off or on an extension user ability to use the Headset ringing COS 1 15 0 39 ACD Queue Sta tus Display 0 Off 1 On Turn off or on the ACD Queue Sta tus Display for an extension Class of Service Any extension which has this option enabled also hears the queue alarm COS 1 15 0 41 20 40 Do Not Disturb 0 Off 1 On Turn off or on an extension user ability to set or cance...

Page 105: ...the phone COS 1 15 0 51 Number and Name appear in the Directory 0 Off 1 On Determine if an extension name and number will be listed On or unlis ted Off in the directory COS 1 15 1 52 VoIPDB All DSP Busy Display 0 Disable 1 Enable Set whether All DSP Busy alarm displays on LCD when the caller makes an IP call and there is no VoIPDB DSP resource COS 1 15 1 53 Language Selec tion for specific extensi...

Page 106: ...s a multiline telephone longer than this interval the system changes the ring cadence This indi cates to the user that the call has been ringing too long 60 22 01 02 04 DIL No Answer Recall Time 0 64800 seconds 0 No Overflow A DIL that rings its programmed destination longer than this interval diverts to the DIL No Answer Ring Group set in Program 22 08 0 06 DID Ring No An swer Time 0 64800 second...

Page 107: ...nding duration time of the Auto Attendant Queuing The message is repeatedly sent out during the specified time 20 22 14 06 22 15 06 41 11 06 12 Mobile Extension answer time 0 64800 seconds 3 15 22 04 Conditions None Feature Cross Reference Central Office Calls Answering ISSUE 1 0 SL2100 ACD Installation Manual 4 41 Program 22 ...

Page 108: ... tone range for the trunk The trunk uses a ring tone in the range selec ted when it rings an extension Eight Ring Tones are available 0 15 02 Table 4 8 Program 22 03 Incoming Signal Frequency Patterns Incoming Signal Frequency Pattern Type Frequency 1 Frequency 2 Modulation Pattern 1 High Middle Low 1100Hz 660Hz 520Hz 1400Hz 760Hz 660Hz 16Hz 16Hz 16Hz Pattern 2 High Middle Low 1100Hz 660Hz 520Hz 1...

Page 109: ...attern 7 High Middle Low 2000Hz 2000Hz 1100Hz 1100Hz 540Hz 760Hz 16Hz 16Hz 16Hz Pattern 8 High Middle Low 2000Hz 2000Hz 1100Hz 1100Hz 540Hz 760Hz 8Hz 8Hz 8Hz Conditions None Feature Cross Reference Selectable Ring Tones ISSUE 1 0 SL2100 ACD Installation Manual 4 43 Program 22 ...

Page 110: ... Data Trunk Port Number 1 128 Day Night Mode 1 8 Item No Item Input Data Description Default Related Program 01 Incoming Group Number 0 No Setting 1 50 Incoming Ring Group 101 Not Used 102 InMail 103 Centralized VM Use this program to assign Normal Ring Trunks 22 02 to Incoming Ring Groups 22 04 1 14 02 22 04 22 06 Conditions None Feature Cross Reference Ring Groups SL2100 ISSUE 1 0 4 44 Program 2...

Page 111: ...eives an incoming call while an ACD agent is logged in An extension transfers a call to an ACD group using the ACD group pilot number An incoming call is received with a DUD DID DISA number which is assigned as an ACD pilot number Input Data Extension Number Up to eight digits ACD Work Period Mode Number 1 8 Item No Item Input Data Description Default 01 ACD Group No 0 8 0 No Setting Designate for...

Page 112: ... Data Incoming Ring Group Number 1 50 ACD Work Period Mode Number 1 8 Item No Item Input Data Description Default 01 ACD Group Number 0 8 0 No Setting For each incoming trunk group set up in Program 22 05 designate which ACD Group 1 8 the trunks should ring for each of the eight Work Periods 0 02 Night Announcement Service 0 No 1 Yes Designate for each incoming trunk wheth er or not Night Announce...

Page 113: ...k Work Schedules ACD extensions can log in only during their work period ACD extensions receive the following calls when they are logged in ACD Call on a Trunk When the incoming ring group is assigned in the operating time Programs 41 03 and 41 06 ACD Pilot Number Call Any time if ACD extensions are available Input Data ACD Work Schedule Time Pattern 1 4 ACD Operation Mode Number 1 8 Item No Item ...

Page 114: ... After you set up the schedules assign them to days of the week in Program 41 07 This is the same program used by the ACD Agent Work Schedules Input Data ACD Work Schedule Time Pattern Number 1 4 ACD Operation Mode Number 1 8 Item No Item Input Data Default 01 Start Time 0000 2359 Start 0000 End 0000 End Time 0000 2359 Conditions None Feature Cross Reference Automatic Call Distribution ACD SL2100 ...

Page 115: ... in this program apply to both the ACD Agent Work Schedules Program 41 05 and the Trunk Work Schedules Program 41 06 Input Data Item No Item Input Data Default 01 Day Number 1 Sunday 2 Monday 3 Tuesday 4 Wednesday 5 Thursday 6 Friday 7 Saturday 0 Time Pattern 0 4 0 No ACD Conditions None Feature Cross Reference Automatic Call Distribution ACD ISSUE 1 0 SL2100 ACD Installation Manual 4 49 Program 4...

Page 116: ...ode 0 9 destina tion and announcement message types Delay Announcement functions are not available for ACD pilot number calls Each ACD Group can have unique overflow op tions 0 02 Transferred Destina tion when overflow 0 8 0 No Setting 9 Extended Table PRG 41 09 10 Voice Mail Integra tion In skin VM 11 Speed Dial areas PRG 41 08 05 12 Incoming Ring Group PRG 41 08 06 Assign the overflow mode 0 9 d...

Page 117: ...ACD overflow destination Using a speed dial bin for ACD Overflow is suppor ted only for off premise calls 999 06 Incoming Ring Group when Overflow 1 50 Used when 41 08 02 is set to 12 Assign the Ring Group for ACD overflow calls to go to 1 Conditions None Feature Cross Reference Automatic Call Distribution ACD ISSUE 1 0 SL2100 ACD Installation Manual 4 51 Program 41 ...

Page 118: ...rred when overflow occurs Input Data ACD Group No 1 8 Priority Order No 1 4 Item No Item Input Data Description Default 01 Destination ACD Group 0 9 0 No Setting 9 InMail Define the ACD group to which a call is transferred when overflow occurs 0 Conditions None Feature Cross Reference Automatic Call Distribution ACD SL2100 ISSUE 1 0 4 52 Program 41 ACD Setup Program 41 ...

Page 119: ...sage Sending Count 0 255 Input the number of times the 1st Delay Message is sent If set to 0 the message is not played 0 04 2nd Delay Message Number 0 101 0 No Message 101 Fixed Message Input the VRS Message to be played as the 2nd Delay Message 0 05 2nd Waiting Message Sending Count 0 255 Input the number of times the 2nd Delay Message is sent If set to 0 the message is not played 0 06 Tone Kind ...

Page 120: ...Feature Cross Reference Automatic Call Distribution ACD SL2100 ISSUE 1 0 4 54 Program 41 ACD Setup Program 41 ...

Page 121: ...le for ACD pilot number calls Input Data ACD Group Number 1 8 Item No Item Input Data Description Default 03 ACD Night Announce Sending Time 0 64800 seconds Define the time the ACD night Announce ment plays Night announcement availabil ity depends on the setting in Program 41 03 02 30 Conditions The Night Announcement function is not available for ACD pilot number call Feature Cross Reference Auto...

Page 122: ...e is assigned as VRS in Program 41 12 01 Input Data ACD Group No 1 8 Item No Item Input Data Description Default 01 VRS Message Num ber 0 100 0 No Message Input the VRS message number to be used as the night announcement 0 02 Tone Kind at Message Interval 0 Ring Back Tone 1 MOH Tone 2 BGM Source Input what is heard between the Night An nouncements 0 Conditions None Feature Cross Reference Automati...

Page 123: ...ram 41 03 03 Determines whether the ACD group should use its own priority assignment or if it should follow the priority assigned in Pro gram 41 03 03 0 04 Automatic Answer at Headset 0 Off 1 On Enable 1 Disable 0 Automatic Answer for agents using headsets 0 06 Call Queuing after 2nd Announcement 0 Enable Yes 1 Disable No Determine whether the caller should hear the 2nd Delay Announcement and then...

Page 124: ... seconds Set the ringing start time for the headset ear piece on a single line telephone 0 17 CTI Operation mode when transfer no log in ACD groups 0 Transfer to ACD group 1 Error notice This program allows CTI Server transfers a trunk call to ACD Pilot number which group has no login agent in 3rd Party CTI 0 Conditions None Feature Cross Reference Automatic Call Distribution ACD SL2100 ISSUE 1 0 ...

Page 125: ...f Calls in Queue 0 128 0 No Limitation Define the maximum number of calls al lowed in the ACD queue before overflow occurs 0 02 Operation Mode for ACD Queue 0 The last waiting call is transferred 1 The longest waiting call is transferred 2 Send Busy Tone Define how the system should handle calls when the number of calls in queue ex ceeds the threshold 0 Conditions None Feature Cross Reference Auto...

Page 126: ...es for the AIC members in Program 11 13 08 and 11 13 09 Input Data Extension Number Up to eight digits Item No Item Input Data Default Related Program 01 Login Mode 0 Normal Login Mode 1 AIC Login Mode 0 41 18 01 Conditions If set to 1 note that a supervisor can not log in out an AIC member as they are not normal ACD agents Feature Cross Reference ACD Automatic Call Distribution SL2100 ISSUE 1 0 4...

Page 127: ... Group Number 0 8 0 No Setting 0 03 ACD Group Number in Mode 1 0 8 0 No Setting 0 04 ACD Group Number in Mode 2 0 8 0 No Setting 0 05 ACD Group Number in Mode 3 0 8 0 No Setting 0 06 ACD Group Number in Mode 4 0 8 0 No Setting 0 07 ACD Group Number in Mode 5 0 8 0 No Setting 0 08 ACD Group Number in Mode 6 0 8 0 No Setting 0 09 ACD Group Number in Mode 7 0 8 0 No Setting 0 10 ACD Group Number in M...

Page 128: ...or high er for the message to play 0 04 Mailbox Number for 2nd Announcement Message Dial up to eight digits Assign the Voice Mail ACD Announcement Mailboxes as the message source for the 2nd Announcement Message No Setting 05 2nd Delay Message Sending Count 0 255 0 No message is played Determine the 2nd Delay Message Send ing Count This entry must be set to 1 or higher for the message to play 0 06...

Page 129: ...me the Queue Status dis play remains on the telephone dis play 5 seconds 03 Queue Status Display Interval 0 64800 seconds Determine whether or not an incom ing call to a trunk ring group should follow a priority assignment Set the time that refreshes the Queue Sta tus Alarm time in queue display and causes the optional queue alarm to occur on phones active on a call logged out or in wrap up 60 sec...

Page 130: ...ght digits Mailbox Number The Group Mailbox Number is the same as the Department Group master pilot number Use this option to select the De partment Group master pilot number as sociated with the Group Mailbox you are programming Group Mailbox 1 31 3101 3131 Group Mailbox 32 No Setting 03 Mailbox Type 0 None 1 Subscriber 2 Routing 0 Skip Mailbox No setting 1 Skip Mailbox No setting 2 Mailbox No sh...

Page 131: ...defined val ue 0 05 Dial Tone Detector Busy Output 0 Not Detected 1 256 Report when the data reaches the defined val ue 0 06 Caller ID Receiver Busy Output 0 Not Detected 1 256 Report when the data reaches the defined val ue 0 07 Voice Mail Channel All Busy Output 0 Not Detected 1 256 Report when the data reaches the defined val ue 0 09 Attendant Channel All Busy Output 0 Not Detected 1 256 Report...

Page 132: ...Feature Cross Reference Traffic Reports SL2100 ISSUE 1 0 4 66 Program 90 Maintenance Program Program 90 ...

Page 133: ...m 90 21 Traffic Report Output to define the output port to be used as the traffic report output Input Data Item No Item Input Data Default 01 Output Port Type 0 No Setting 3 LAN 0 Conditions None Feature Cross Reference Traffic Reports ISSUE 1 0 SL2100 ACD Installation Manual 4 67 Program 90 ...

Page 134: ...MEMO SL2100 ISSUE 1 0 4 68 Program 90 Maintenance Program Program 90 ...

Page 135: ...MEMO ISSUE 1 0 SL2100 ACD Installation Manual 4 69 ...

Page 136: ...ACD Installation Manual NEC Corporation ISSUE 1 0 ...

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