NEC UNIVERGE SL2100, Installation Manual

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Operation
To place an Emergency Call to your ACD Group Supervisor:
1. While talking to your caller, press Emergency Call Key (Program 15-07-01 or SC 752:
*
12).
• Your Emergency Call key lights steadily. Your display shows: EMG CALL CALLING
• The Emergency Call key on your ACD Group Supervisor's telephone flashes fast.
To answer an Emergency Call (from an agent in the ACD Group you supervise):
Your Emergency Call key flashes fast and your phone rings. Your display shows: EMG CALL CALL
FROM.
1. Lift handset.
2. Press the flashing Emergency Call Key (Program 15-07-01 or SC 752:
*
12).
You can hear both your ACD Agent and the outside caller, but you cannot talk to either party.
The display on both your phone and your agent's phone changes to: EMG CALL MONITOR.
To break into your ACD Agent's call (after answering 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 752:
*
16).
The Supervisor Split key lights.
The display on both your phone and your agent's phone changes to EMG CALL WAIT.
The ACD Agent goes on Hold and you talk to the outside caller.
To end the Supervisor Split:
1. Press your Supervisor Split Key (Program 15-07-01 or SC 752:
*
16).
You see: RELEASE ACD TEL? (1:YES, 0:NO)
2. Dial 0 to return to the Break In mode (where you were talking with the agent and the outside
caller).
- OR -
3. Dial 1 to hang up on the ACD Agent and talk privately with the outside caller.
The ACD Agent hears busy tone until they hang up.
ISSUE 1.0 SL2100
ACD Installation Manual 3-5
E