NEC UNIVERGE SL2100, Features And Specifications Manual

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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.
Agent Identity Code (AIC)
An Agent Identity Code (AIC) allows ACD agents to log in any extension without setting Program
41-02-01. Using AIC, ACD agents can also log in to multiple ACD groups at the same time (up to 8
ACD Groups). The system also allows all extensions (up to the system maximum) to log in using the
same AIC code. AIC and ACD groups for each work period (mode pattern number) can be set in
Program 41-18-01 as shown in the following example.
Table# AIC Operation
Group
Mode Pattern Number
1 2 3 4 5 6 7 8
1 789 1 1 1 - - - - - -
2 789 1 2 1 - - - - - -
3 789 1 8 1 - - - - - -
4 567 7 7 7 7 7 7 7 7 7
5 678 2 2 2 2 2 2 2 2 2
6 678 2 3 3 3 3 3 3 3 3
7 678 2 5 5 5 5 5 5 5 5
EXAMPLE:
With this example, ACD works as follows:
Example 1: Log In with AIC 789
• During Mode Pattern 1, ACD agents belong to ACD groups 1, 2, and 8 at the same time.
• During Mode Pattern 2, ACD agents belong to only ACD group 1.
• During Mode Pattern 3 ~ 8, ACD agents do not belong to any ACD group and the ACD extensions
work as normal extensions.
Example 2: Log In with AIC 567
• During Mode Patterns 1 ~ 8, ACD agents belong to only ACD group 7.
Example 3: Log In with AIC 678
• During Mode Patterns 1 ~ 8, ACD agents belong to ACD groups 2, 3 and 5 at the same time.
Multiple Agent Log In
ACD agents can log in any extension with multiple AICs. Using the example setup above, ACD works
as follows:
EXAMPLE:
Example 1: Log In with AIC 789 and 567
• During Mode Pattern 1, ACD agents belong to ACD groups 1, 2, 7 and 8 at the same time.
SL2100 ISSUE 1.0
1-60 Automatic Call Distribution (ACD)
A