NEC UNIVERGE SL2100, Features And Specifications Manual

Page: 79 / 978

When ACD agents are logged out and a call is placed into the ACD queue, the telephones of the
logged out agents display the Queue Status and they hear the alarm according to the settings defined
in system programming. Pressing the Queue Status Display Programmable Function key returns the
telephone to idle until the time in Program 41-20-03 expires again.
Feature Available in Program 41-20-01 ~ 05
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 Program 41-20-03 timing for dis-
playing status.
• If a telephone is not idle, it cannot use the Queue Status Display Programmable Function key.
• The Queue Status Display is not shown and the Queue Alarm is not heard by ACD agents in Off-Duty
mode.
• To scroll through the ACD groups queue status, the Queue Status Display Programmable Function key
must be used. You cannot scroll when the Queue Status Display is displayed due to an alarm.
• If the Queue Status display and alarm are active and the queued called is answered/disconnected, the
display and alarm continue until the times in Program 41-20-02 and Program 41-20-05 expire.
• When an overflowed call is in queue, the call is included in its original ACD group queue and not in the
group queue to which it overflowed.
• The Queue Status is not displayed on a supervisor’s telephone based on the settings in Programs 41-20-
xx. The supervisor must use the Queue Status Display Programmable Function key to view the queue.
ACD Group as Overflow Destination
The system can transfer an overflow call to a specific ACD Group, off-site via a speed dial bin, Ring
Group or to voice mail. When Program 41-08-02: ACD Overflow Destination has the ACD Overflow
Destination set to 1 ~ 8, the system overflows the call to the ACD Group programmed in Program
41-08-02. (The system does not allow you to program an ACD group with that ACD group as the
overflow.) If, while the call is ringing, the extension where the call was transferred becomes available,
both the extension and the overflow ACD group ring.
NEC Contact Center
The NEC Contact Center is a series of Windows®-based software programs designed to enhance the
Contact Center features of the SL2100 Telephone System. The software displays both real-time data
and historical reports. The NEC Contact Center is supported on Windows Server 2008, Windows 7
Professional and Ultimate 32- and 64-bit and Windows 8 Professional and Enterprise 32- and 64-bit.
Refer to the SL2100 ACD Supervisor Manual for more information.
Conditions
System:
• The ACD Wait queue exists for every ACD group.
• The Call Duration Timer (Program 20-13-36) is not displayed for inbound ACD calls.
• InMail can play ACD Delay Announcements.
• If all agents are logged out of an ACD Queue, a trunk call directly to the Queue is placed in queue.
• If all agents are logged out of an ACD Queue, a transferred call to the ACD Pilot number recalls
immediately back to the transferring party if no Overflow Destination is setup (PRG 41-08).
ISSUE 1.0 SL2100
Features and Specifications Manual 1-65
A