NEC UNIVERGE SL2100, Features And Specifications Manual

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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 Agents' 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
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.
An ACD System Supervisor cannot be placed in Rest Mode.
When logging in with AIC mode, Program 41-18-02 must be set for 41-14-08 to work.
Supervisor, ACD Group
You can designate an extension in an ACD Group to be the group supervisor.
An ACD Group can only have one supervisor.
Once assigned as an ACD Group Supervisor, the user can:
• Take the entire ACD Group out of service (outside callers will hear ringback or the ACI recording).
• Check the log out status of each agent after the group has been taken down.
• Restore the ACD Group to service.
During programming, you can choose one of three modes of operation for each ACD Group
supervisor:
• The Supervisor's extension cannot receive calls to the ACD Group (mode 0).
• The Supervisor's extension can only receive ACD Group calls during overflow conditions (mode 1).
• The Supervisors extension receives calls just like any other ACD Group agent (mode 2).
In addition, any extension can be a supervisor for only one ACD Group. There is a maximum of 8
available ACD Groups.
Supervisor, ACD System
You can designate an extension as an ACD System Supervisor.
SL2100 ISSUE 1.0
1-62 Automatic Call Distribution (ACD)
A