manualshive.com logo in svg

NEC Univerge SV8100, Installation Manual

Share
Download
NEC Univerge SV8100 Installation Manual Download Page 106

Issue 4.0

UNIVERGE SV8100

3 - 74

 

  

ACD Overflow Options Worksheet (41-08)

ACD

ACD Group you want to program

 (1-64)

Overflow 

Mode

ACD Overflow Mode [Program 41-08-01]

 0 = No overflow with no announcements
 1 = Overflow with no announcements
 2 = No overflow with 1st announcement only
 3 = No overflow with 1st and 2nd announcements
 4 = Overflow with 1st announcement only
 5 = Overflow with 1st and 2nd announcements
 8 = No overflow with 2nd announcement only
 9 = Overflow with 2nd announcement only

Overflow 

Dest.

ACD Overflow Destination  [Program 41-08-02]

0 = No overflow, 1-64 = ACD Groups 1-64, 65 = Voice Mail, 66 = Follows ACD Overflow Table 
(Program 41-09-01), 67 = Speed Dial Area (41-08-05), 68 = Incoming Ring Group (41-08-06).

Multiple 

Overflow 

Dest.

ACD Overflow Destination Priority

 (1-64 = ACD Groups 1-64) 

 [Program 41-14-03]

Type

ACD Announcement Type [Program 41-08-03]

0=From ACI, 1 = From VRS, 2 = In-Mail

Source

Source for ACD Announcement (not applicable to modes 0 and 1)

ACI (see Program 41-10-01 and 41-10-02, ACI software ports 1-96]
VRS (see Program 41-11-02 and 41-11-04)
In-Mail (see Program 41-19-02 and 41-19-04)

ACD

Overflow 

Mode

(41-08-01)

Overflow

Dest.

(41-08-02)

Overflow Destination Priority

(41-14-03)

1st ACD 

Announcement

2nd ACD 

Announcement

1

2

3

4

5

6

7

Type

(41-08-03)

Source

(41-10-01)
(41-11-02)

(41-19-02)

Type

(41-08-03)

Source

(41-10-02)
(41-11-04)

(41-19-04)

1

2

3

4

5

6

7

Summary of Contents for Univerge SV8100

Page 1: ...AUTOMATIC CALL DISTRIBUTION ACD INSTALLATION MANUAL INT 2039 Issue 4 0 ...

Page 2: ......

Page 3: ...ritten approval from NEC Corporation of America Dterm is a registered trademarks of NEC Corporation of America UNIVERGE is a trademark 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 respectiv...

Page 4: ......

Page 5: ... 2 Set Up Work Schedules and Work Periods 2 4 Section 3 Assign Extensions for Each Work Period 2 7 Section 4 Arrange Trunks Into Incoming Ring Groups 2 10 Section 5 Determine Trunk Work Schedules 2 12 Section 6 Assign Incoming Trunk Ring Groups to ACD Groups 2 14 Section 7 Basic Programming 2 17 Section 8 Basic Operations 2 19 8 1 Transferring Calls to an ACD Group 2 19 8 2 Answering Outside Calls...

Page 6: ...ial Out 3 59 Overflow Options 3 63 Queue Status Display 3 83 Supervisor ACD Group 3 89 Supervisor ACD System 3 95 Supervisor DSS Console 3 101 Supervisor Monitor ACD Monitor 3 105 Traffic Reports 3 107 Wrap Up Time 3 111 Chapter 4 Programming Section 1 Before You Start Programming 4 1 Section 2 How to Use This Chapter 4 1 Section 3 Unique Programming Considerations 4 2 Section 4 How to Enter and E...

Page 7: ... iii ___________________________________________________________________________________ ___________________________________________________________________________________ Section 8 What the Softkey Display Prompts Mean 4 7 Section 9 Programming 4 8 ...

Page 8: ...___________________________________________________________ iv Table of Contents ___________________________________________________________________________________ Issue 4 0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 9: ... to the agent that has been idle the longest Automatic Call Distribution is much more sophisticated and comprehensive than Department Calling and other group services it can accurately judge the work load at each agent and distribute calls accordingly Automatic Call Distribution operation is further enhanced by ACD Announcements which play to incoming callers ACD Call Queuing ACD Overflow Agent Lo...

Page 10: ...ode 752 is also used and requires a previously programmed 751 key to be undefined before the system will accept the 752 programming if a key is programmed with a function using the 751 code undefine the key using 751 000 Refer to the Programmable Function Keys feature in your Features and Specifications Manual if you need more information Using Handsfree The manual assumes each extension has Autom...

Page 11: ...o find out how many ACD Groups you need and which extensions should be in each group Use the ACD Group Worksheet on page 2 3 and the Sample ACD Group Worksheet on page 2 3 to arrange extensions into ACD Groups ACD requires that the CD CP00 US have the ACD license There are 512 ACD Agents 64 ACD Groups and 100 Trunk Groups 1 Select the ACD Group Number The system allows up to 64 ACD Groups You can ...

Page 12: ...ypical for that group of member extensions In the ACD Group Worksheet on page 2 3 enter the Master Number for each of the ACD Groups The sample worksheet below uses 3998 for ACD Group 1 and 3999 for ACD Group 2 3 Enter an ACD Group Name In the ACD Group Worksheet enter a name for each group The sample worksheet below uses Tech Service for ACD Group 1 and Customer Support for ACD Group 2 4 Set the ...

Page 13: ...7 01 ACD Group Name Member Extensions 41 02 01 1 1 3998 Tech Service 105 107 117 139 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 ACD Group Worksheet ACD Group Number 1 64 41 02 01 ACD Master Number 11 17 01 ACD Group Name Member Extensions 41 02 01 1 ...

Page 14: ...nday through Friday Work Period 1 can be from 8 00 AM to 5 00 PM when your business is open Work Period 2 can be from 5 00 PM to 8 00 AM when your business is closed Use the ACD Agent Work Schedule Worksheet 41 05 01 on page 2 6 to set up your Work Schedules and Work Periods Refer to Sample ACD Agent Work Schedule Worksheet 41 05 01 on page 2 6 To set up the work schedule for trunks refer to Deter...

Page 15: ...le In the Day s of Week row of each worksheet indicate which days of the week to use the Work Schedule The sample worksheet is for Monday through Friday 3 Set the start and stop time of each work Period Enter a start and stop time for each Work Period Keep in mind that if you leave holes in your Work Schedule there will be periods during the day when no ACD service is available Try to accommodate ...

Page 16: ...r 1 4 1 Day s of Week 41 07 01 Monday Friday Work Period Start Time End Time 1 8 00 AM Noon 2 Noon 1 00 PM 3 1 00 PM 5 00 PM 4 5 00 PM Midnight 5 Midnight 8 00 AM ACD Agent Work Schedule Worksheet 41 05 01 ACD 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 ...

Page 17: ... member extensions for each daily Work Period 1 Enter the extension number in an ACD Group In the Extension column of the worksheet enter the extension you entered in the ACD Group Worksheet on page 2 3 Make additional copies of the ACD Assignment Worksheet as required The sample worksheet below includes extensions 105 107 117 139 109 111 and 115 To make it easier to visualize the groups the exten...

Page 18: ...oup number 1 64 for each extension for each available Work Period WP1 WP8 Refer to ACD Agent Work Schedule Worksheet 41 05 01 on page 2 6 to review Work Schedule setup In the sample below extension ports 105 107 and 117 are in ACD Group 1 for WP1 morning and WP3 afternoon These extensions are not part of the group during lunch evenings or late night Extension 139 covers group 1 calls during the ev...

Page 19: ...ssue 4 0 ACD Installation Manual 2 9 ACD Assignment Worksheet 41 02 01 ACD Number 1 512 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 ...

Page 20: ...answer In the example below trunks 1 and 2 will be automatically 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 14 sh...

Page 21: ...nk Ring Group Worksheet 22 05 01 Trunk Number Incoming Ring Group Day Night Rest Midnight Day 2 Night 2 Rest 2 Midnight 2 1 2 2 2 2 2 3 3 3 3 ACD Incoming Trunk Ring Group Worksheet 22 05 01 Trunk Number Incoming Ring Group Day Night Rest Midnight Day 2 Night 2 Rest 2 Midnight 2 ...

Page 22: ... Work Schedule Make additional copies of the Trunk Work Schedule Worksheet 41 06 01 on page 2 13 so you will have one worksheet for each Work Schedule In the upper right corner of each worksheet write the number of the corresponding Trunk Work Schedule 1 8 The sample worksheet below is for Trunk Work Schedule 1 2 Assign Days of the week to each Work Schedule The day of the week assignment for each...

Page 23: ...nday Friday Work Period Start Time End Time 1 8 00 AM 5 00 PM 2 5 00 PM 8 00 AM 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 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 ...

Page 24: ... top of the worksheet enter the number of the incoming group you are programming To see which trunks you assigned to the ring group refer to Determine Trunk Work Schedules on page 2 12 The sample worksheets on the next page are for Incoming Ring Groups 2 and 3 2 Enter the Incoming Trunk Ring Group for each Work Period In the ACD column for each Work Period enter the number of the ACD group 1 64 th...

Page 25: ...CD N P ACD N P Work periods use the same Work Schedules as ACD Agents See ACD Agent Work Schedule Worksheet 41 05 01 on page 2 6 Sample ACD Incoming Trunk Ring Group Assignment Worksheet 41 03 xx Incoming Trunk Ring Group 22 05 01 3 For each work period WP 1 8 enter ACD ACD Group that should answer the Incoming Ring Group trunks ACD Groups 1 64 41 03 01 N Night Announcements 0 Disable 1 Enable 41 ...

Page 26: ... P Work periods use the same Work Schedules as ACD Agents See ACD Agent Work Schedule Worksheet 41 05 01 on page 2 6 ACD Incoming Trunk Ring Group Assignment Worksheet 41 03 xx Incoming Trunk Ring Group 22 05 01 For each work period WP 1 8 enter ACD ACD Group that should answer the Incoming Ring Group trunks ACD Groups 1 64 41 03 01 N Night Announcements 0 Disable 1 Enable 41 03 02 P Trunk priorit...

Page 27: ... 20 06 01 Class of Service for Extensions Assign a Class of Service 1 15 to an extension 20 13 33 Class of Service Options Supplementary Service ACD Supervisor s Position Enhancement In an extension s Class of Service enable this option 1 to allow agents to change their own ACD Group assignment This option also allows the System Supervisor to change the login and ACD Group assignment for an agent ...

Page 28: ... 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 01 Night Announcement Setup Night Announcement Source T...

Page 29: ...s before transferring an unanswered call to the next ACD agent 0 disabled or 1 64800 seconds This timer is also used to determine when an unanswered call is transferred to the Group Supervisor if Program 41 04 01 is set to 1 or 2 Default Setting ACD is not set up SECTION 8 BASIC OPERATIONS 8 1 Transferring Calls to an ACD Group To Transfer a call to an ACD Group 1 At the multiline telephone press ...

Page 30: ...To log your extension into the ACD Group Multiline 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 PGM 15 07 01 or SC 752 cod...

Page 31: ...tion 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 Single Line Telephone 1 Lift handset 2 Dial 655 8 4 Changing ACD Group Assignment To change your ACD Group Assignment 1 Log out of your ACD Group Refer to Agent Log In and Log Out on page 2 20 2 Press the Speaker key 3 Dial 670 4 Dial the number of the new AC...

Page 32: ...Issue 4 0 UNIVERGE SV8100 2 22 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 33: ...89 A supervisory extension that can log an ACD Agent into or out of the group Supervisor ACD Group 3 89 A supervisory extension that can manage an individual ACD Group Supervisor ACD Group 3 89 A DSS Console that can show at a glance the status of ACD Groups and agents Supervisor DSS Console 3 101 As a Group or System Supervisor listen in on an ACD Agent s call Supervisor Monitor ACD Monitor 3 105...

Page 34: ...with Automatic Answer 3 39 For systems with UNIVERGE SV8100 ACD MIS installed allow Reports and Monitor to sort based on ACD Agent number Set up AIC log in for specific agents using a verified code This also allows for multiple group log ins by an agent Identification Codes for ACD Agents 3 45 Analyze system usage and calling patterns Traffic Reports 3 107 A caller can press a One Digit Dial Out o...

Page 35: ... 0 Enabled 02 Automatic Wrap Up Mode Enables 1 or Disables 0 Automatic Wrap Up Wrap Up Time 0 Disabled 03 ACD Priority for Overflow Calls Defines whether the ACD group should use its own priority assignment or if it should follow the priority assigned in Program 41 03 03 0 Own Group s Priority 04 Automatic Answer at Headset Enables 1 or Disables 0 Automatic Answer for agents using headsets Headset...

Page 36: ...ion before routing to the next agent 10 Seconds 12 Start Headset Ear Piece Ringing for SLT 0 13 1st Data ACD Queue 1 Digit Assignment Blank 2nd Data Destination Number Type 0 3rd Data Destination Number Blank 14 DTMF Detection Assignment during Delay Announcement Is the DTMF Detection for Dial Out during 1 or after 0 the message is played 1 15 DTMF Detect Time after Delay Announcement Message How ...

Page 37: ...UNIVERGE SV8100 Issue 4 0 ACD Installation Manual 3 5 Related Features Class of Service Operation Refer to ACD Setup Options Program 41 14 xx on page 3 3 ...

Page 38: ...Issue 4 0 UNIVERGE SV8100 3 6 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 39: ...ancement license and the ACD Skill Based Routing license Normal Login Mode This section describes the skill level assignment for each agent in Normal Login Mode Ext 101 Login ID 1010 Ext 102 Login ID 1011 Ext 103 Login ID 1012 Mode Assignment PRG 41 05 01 Mode 1 8 30 12 00 Mode 2 13 00 17 30 ACD Group Assignment PRG 41 02 XX Mode 1 Mode 2 Mode 8 Ext 101 Group 1 Group 1 0 Ext 102 0 Group 1 0 Ext 10...

Page 40: ...roup Assignment Ext 101 8 30 12 00 ACD Group 1 Level 1 13 00 17 30 ACD Group 1 Level 1 Other time Non ACD Agent Ext 102 8 30 12 00 Non ACD Agent 13 00 17 30 ACD Group 1 Level 2 Other time Non ACD Agent Ext 103 8 30 12 00 ACD Group 1 Level 2 13 00 17 30 ACD Group 2 Level 1 Other time Non ACD Agent ...

Page 41: ...xt 102 8 30 12 00 Non ACD Agent 13 00 17 30 ACD Group 1 Level 1 Other time Non ACD Agent Ext 101 Login ID 1010 Ext 102 Login ID 1011 Ext 103 Login ID 1012 Login ID 1011 is not registered Login ID 1012 has no Skill Table Mode Assignment PRG 41 05 01 Mode 1 8 30 12 00 Mode 2 13 00 17 30 ACD Group Assignment PRG 41 02 XX Mode 1 Mode 2 Mode 8 Ext 101 Group 1 Group 1 0 Ext 102 0 Group 1 0 Ext 103 Group...

Page 42: ...er time Non ACD Agent Agent B 8 30 12 00 ACD Group 1 Level 2 13 00 17 30 ACD Group 2 Level 1 Other time Non ACD Agent Time Schedule ACD Group Assignment Mode Assignment PRG 41 05 01 Mode 1 8 30 12 00 Mode 2 13 00 17 30 ACD Group Assignment PRG 41 18 XX AIC Mode 1 Mode 2 Mode 8 1111 Group 1 Group 1 0 1111 0 Group 2 0 2222 Group 1 Group 2 0 Login ID to Skill Table PRG 41 21 01 02 Login ID Skill Tabl...

Page 43: ...ent Agent B 8 30 12 00 ACD Group 1 Level 2 13 00 17 30 ACD Group 2 Level 1 Other time Non ACD Agent Mode Assignment PRG 41 05 01 Mode 1 8 30 12 00 Mode 2 13 00 17 30 ACD Group Assignment PRG 41 18 XX AIC Mode 1 Mode 2 Mode 8 1111 Group 1 Group 1 0 1111 0 Group 2 0 2222 Group 1 Group 2 0 Login ID to Skill Table PRG 41 21 01 02 Login ID Skill Table 1010 Table 1 1011 Table 2 Skill Table PRG 41 23 01 ...

Page 44: ...12 00 ACD Group 1 Level 2 ACD Group 2 Level 1 13 00 17 30 ACD Group 2 Level 1 Other time Non ACD Agent Mode Assignment PRG 41 05 01 Mode 1 8 30 12 00 Mode 2 13 00 17 30 ACD Code Group Assignment AIC Mode 1 Mode 2 Mode 8 1111 Group 1 Group 1 0 2222 Group 1 Group 2 0 3333 Group 2 0 0 Login ID to Skill Table PRG 41 21 01 02 Login ID Skill Table 1010 Table 1 1011 Table 2 Skill Table PRG 41 23 01 Group...

Page 45: ...en the system assigned to the agent as a highest level level 1 When a Call overflows to another ACD Group the call will follow the skill level of the new ACD Group This feature requires the Version 5000 license 0034 and ACD Skill Based routing license 2105 If Agents are logged in when Programming ACD Skill Based Routing or adding the licenses the Agents have to logout and back in to allow for the ...

Page 46: ... in this program assign them to days of the week in Program 41 07 This is the same program used by the Trunk Work Schedules 41 06 01 Trunk Work Schedules Use Program 41 06 Trunk Work Schedules to set up the Work Schedules for trunks For each Work Schedule 1 4 designate the start and stop times for each of the eight Work Periods After you set up the schedules assign them to days of the week in Prog...

Page 47: ...all is transferred when overflow occurs 41 17 01 ACD Login Mode Setup Use Program 41 17 ACD Login Mode Setup to define the ACD login mode for each extension If the AIC Login Mode is enabled set the AIC Login and AIC Logout service codes for the AIC members in Program 11 13 08 and 11 13 09 41 18 01 ACD Agent Identity Code Setup ACD Agent Identity Code For each AIC Table 1 512 define the ACD Agent I...

Page 48: ...Number in Mode 7 For each AIC Table 1 512 define the ACD group number 0 No Setting 1 64 in mode 7 work period 41 18 10 ACD Agent Identity Code Setup ACD Group Number in Mode 8 For each AIC Table 1 512 define the ACD group number 0 No Setting 1 64 in mode 8 work period 41 21 01 ACD Login Setup Login ID Code Version 5000 or higher Input the Login ID s to be used 41 21 02 ACD Login Setup Skill Table ...

Page 49: ...UNIVERGE SV8100 Issue 4 0 ACD Installation Manual 3 17 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 50: ...n Marked indication is displayed When more than one ACD Agents answer and mark the same CID the information of last ACD Agent who pressed LK is registered When one ACD call is transferred and more than one ACD Agents have pressed LK the information of the ACD Agent who has pressed LK lastly is registered Even if the call transferred to ACD Agent which is in different groups the information of the ...

Page 51: ...h is marked by other agent LCD indicates Rerouted to show the call is routed as marked call by someone else Caller ID base routing feature becomes the highest priority than other ACD related features Call ID Base Routing Skill Base Routing Normal ACD Both Call ID Base Routing and Skill Base Routing can be function at the same time If CID record exceeds the maximum buffer size of PRG41 24 04 the al...

Page 52: ...ding MH240 ML440 Programming 15 07 01 Programmable Function Keys Define an ACD Caller ID Marking Setup 34 key on the ACD agents that would like to Mark calls 41 24 01 Caller ID marking setup Enable Disable the availability of setting that the ACD Agent can mark the originator caller ID system base 41 24 02 ACD Agent info for Caller ID Set wither the Agent ID or extension number of the ACD Agent is...

Page 53: ...isplayed to a multiline terminal and whether or not the alarm information is reported to the predefined destination in Program 90 11 Related Features ACD Skill Based Routing Operation When Caller ID is Marked during an ACD Call When CID marking by pressing LK during an ACD call ACD Agent Extension No Assumption PRG41 24 02 ACD Agent info for Caller ID 0 Agent Extension number 1 Receive ACD inbound...

Page 54: ...sumption PRG41 24 02 ACD Agent info for Caller ID 1 ACD Agent ID 1 Receive ACD inbound call Group1 from originator 214 555 1212 and answers the call by Agent ID111 2 Agent ID111 is pressing Marking LK LCD display Save completed Marked CID registers buffer CID 214 555 1212 Agent ID 111 214 555 1212 ...

Page 55: ...or Caller ID Agent Extension number 1 Receive ACD inbound call Group1 from originator 214 555 1212 and answers the call by Agent100 2 Agent100 transfers ACD call to Agent102 in same ACD group 3 Agent102 answers the transferred ACD call 4 Agent 102 is pressing Marking LK LCD display Save completed Marked CID registers buffer CID 214 555 1212 Agent Extension number 102 214 555 1212 ...

Page 56: ... Agent Extension number 1 Receive ACD inbound call Group1 from originator 214 555 1212 and answers the call by Agent100 2 Agent100 transfers ACD call to Agent104 in another ACD group 2 3 Agent104 answers the transferred ACD call 4 Agent 104 is pressing Marking LK LCD display Save completed Marked CID registers buffer CID 214 555 1212 Agent Extension number 104 214 555 1212 ...

Page 57: ...und call Group1 from originator 214 555 1212 or by transferring from someone and answers the call by Group supervisor 105 2 Group Supervisory 105 is pressing Marking LK LCD display Save completed Marked CID registers buffer CID 214 555 1212 Agent Extension number 105 Group Supervisory can be registered Caller ID regardless of the setting PRG41 04 01 System Supervisory cannot press LK to store CID ...

Page 58: ... 24 02 ACD Agent info for Caller ID 0 Agent Extension number 1 Receive ACD inbound call Group1 from originator 214 555 1212 and answers the call by Agent100 AIC login Group1 3 2 Agent 103 is pressing Marking LK LCD display Save completed Marked CID registers buffer CID 214 555 1212 Agent Extension number 103 214 555 1212 ...

Page 59: ...24 01 Caller ID marking setup Disable PRG41 24 02 ACD Agent info for Caller ID 0 Agent Extension number 1 Receive ACD inbound call Group1 from originator 214 555 1212 and answers the call by Agent100 2 Agent 100 is pressing Marking LK LCD display Marking unavailable Normal ACD call screen Buffer is not retained 214 555 1212 ...

Page 60: ...iginator 214 555 1212 and answers the call by Agent100 2 Agent 100 is pressing Marking LK LCD display Save completed Marked CID registers buffer CID 214 555 1212 Agent Extension number 100 3 Agent100 transfers ACD call to Agent102 4 Agent102 answers the transferred ACD call 5 Agent 102 is pressing Marking LK LCD display Marking overwrite Marked CID registers buffer CID 214 555 1212 Agent Extension...

Page 61: ...on number 1 Receive ACD inbound call Group1 from originator 214 555 1212 and answers the call by Agent100 2 Agent 100 is pressing Marking LK LCD display Save completed Marked CID registers buffer CID 214 555 1212 Agent Extension number 100 3 Agent is pressed Marking Key again to cancel LCD display Canceled Normal ACD call screen Buffer is not retained 214 555 1212 ...

Page 62: ...oup1 in System B from originator 214 555 1212 and answers the call by Agent100 System B 2 Agent 201 is pressing Marking LK LCD display Save completed Marked CID registers buffer System B CID 214 555 1212 Agent Extension number 201 When an agent in System A calls an agent in System B by ACD pilot outgoing it is possible to mark When ACD Group received ACD inbound call from extension the Caller ID i...

Page 63: ...red the CID is available Marked by the agent Assumption Buffer Data CID 214 555 1212 Agent Extension number 100 Group1 Agent 100 Busy 101 Idle 102 Idle 1 Receive ACD incoming call to Group1 from originator 214 555 1212 2 ACD call goes to Agent 100 LCD display Marked 214 555 1212 ...

Page 64: ... Data CID 214 555 1212 Agent Extension number 100 Group1 Agent 100 Busy 101 Idle 102 Idle 1 Incoming caller for Group1 214 555 1212 2 ACD call goes to Agent 100 LCD display Rerouted Since Agent100 is busy the ACD call is not routed to the agent by CID base routing Agent101 is determined by the rules of normal ACD call 214 555 1212 ...

Page 65: ... Agent 100 Busy 101 Idle 102 Idle Group2 Agent 105 Vacant 106 Vacant 1 Receive ACD incoming call from originator 214 555 1212 to Agent100 LCD display Marked Basically this ACD call goes to group2 instead of group1 because of system mode change However in this case the incoming call goes to Agent100 by CID base routing Similar case the same originator calls to the different DID number different ACD...

Page 66: ...er system cannot resist to ACD group Buffer Data System B CID 214 555 1212 Agent Extension number 201 System A Agent 101 Idle 102 Idle System B Agent 201 Idle 202 Idle 1 Receive ACD inbound call Pilot number of Group1 in System B from originator 214 555 1212 2 ACD call goes to Agent 201 LCD display Marked 214 555 1212 ...

Page 67: ...or can easily listen to the conversation and then jump in if the situation gets out of hand If an ACD Supervisor is on an Emergency Call you can allow calls to the ACD Supervisor to be transferred to the System Supervisor by setting Program 41 14 01 to 0 The System Supervisor can be programmed to have an Emergency Call key and Supervisor Split key assigned Conditions None Default Setting Emergency...

Page 68: ...mergency 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 flashing Emergency Call Key Program 15 07 01 or SC 752 12 You...

Page 69: ...ur 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 priv...

Page 70: ...Issue 4 0 UNIVERGE SV8100 3 38 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 71: ...to automatically connect to the next waiting call when they hang up Conditions None Default Setting No headset keys defined Program 15 07 01 05 Automatic Answer disabled Program 41 14 04 0 Programming 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 Automatic Override Allows a bus...

Page 72: ...c Answer enabled and the mode is enabled on the multiline telephone the next waiting call is automatically answered by the agent To Enable Automatic Answer for an Agent Press the 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 c...

Page 73: ...ACD agents The charts below show both sets of BLF indications Conditions An extension user cannot use Hotline to pick up a call ringing their Hotline partner s extension The DSS Console will show agent status only if it is programmed as a ACD DSS Console in Program 30 01 01 Hotline does not override Do Not Disturb BLF For ACD Agents BLF Indicator ACD Agent Status Off Idle and is not an ACD Agent O...

Page 74: ...ons Supplementary Service Automatic Off Hook Signaling Automatic Override Program 20 13 06 sets the conditions under which a Hotline key for a non ACD Agent indicates that the covered extension is busy This also applies to Reverse Voice Over and DSS Console keys for all co workers With condition 1 in the following chart the BLF LED is on only when both extension line appearances are busy In condit...

Page 75: ...er this step for privacy To transfer your outside call to your Hotline partner 1 Press the Transfer key 2 Press the Hotline key 3 Announce call and hang up OR Hang up to have the call wait at your Hotline partner unannounced If unanswered the call recalls like a regular transferred call To answer a call from your Hotline partner 1 If you hear two beeps speak toward the telephone OR If your telepho...

Page 76: ...Issue 4 0 UNIVERGE SV8100 3 44 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 77: ...ill belong to ACD groups 1 2 and 16 at the same time During Work Period 2 ACD agents will belong to only ACD group 1 During Work Periods 3 8 ACD agents will not belong to any ACD group and the ACD extensions will work as normal extensions Example 2 Log In with AIC 567 During Work Periods 1 8 ACD agents will belong to only ACD group 10 Example 3 Log In with AIC 678 During Work Periods 1 8 ACD agent...

Page 78: ...Some conditions with Multiple Agent Log In ACD agents cannot log in to the system supervisor or group supervisor s extension In order to log in with AIC the extension should be set to AIC Log In mode in Program 41 17 01 If the extension is set to AIC log in mode in Program 41 17 01 the system will ignore the setting of Program 41 02 01 for the extension ACD agents can log in multiple extensions up...

Page 79: ...8 01 ACD Agent Identity Code Setup ACD Agent Identity Code For each AIC Table 1 512 define the ACD Agent Identity Code four digits 41 18 02 ACD Agent Identity Code Setup Default ACD Group Number For each AIC Table 1 512 define the default ACD group number that is displayed with Queue Status 0 no setting 1 64 41 18 03 ACD Agent Identity Code Setup ACD Group Number in Mode 1 For each AIC Table 1 512...

Page 80: ...k period 41 18 10 ACD Agent Identity Code Setup ACD Group Number in Mode 8 For each AIC Table 1 512 define the ACD group number 0 No Setting 1 64 in mode 8 work period Related Features Setting Up ACD for the First Time Basic Operation Operation To log your extension into the ACD Group when ID codes enabled in Program 41 01 02 Multiline Your display shows WAIT ACD LOGIN 1 Press the Speaker key 2 Di...

Page 81: ...ey and dial the AIC Log In service code Program 11 13 08 2 Dial the log in code up to 20 digits This step is not required if the ID code is disabled in Program 41 01 02 3 Dial the Agent Identity Code AIC up to four digits The ACD Log In Log Out key lights To log out for single or multiple agent logins Multiline All AIC log ins become logged out 1 Press the ACD Log In Log Out key Program 15 07 01 o...

Page 82: ...ial the Agent Identity Code AIC up to four digits The ACD Log In Log Out key lights Single Line Telephone Follow Steps 1 3 to log in with additional AICs up to three at any time 1 Lift the handset and dial the AIC Log In service code Program 11 13 08 2 Dial the log in code up to 20 digits This step is not required if the ID code is disabled in Program 41 01 02 3 Dial the first Agent Identity Code ...

Page 83: ...does not have to be a member of the ACD Group an ACD Group Supervisor or an ACD System Supervisor In addition an extension can have SIE keys for as many ACD Groups as it has available programmable keys An ACD Group SIE key also allows for one button Transfer to an ACD Group Conditions Ringing for SIE keys may need to be programmed through the telephone Default Setting SIE key delayed ringing occur...

Page 84: ...ervice Code 720 15 09 01 Virtual Extension Ring Assignment Individually program an extension s SIE keys to either ring 1 or not ring 0 15 10 01 Incoming Virtual Extension Ring Tone Order Setup Set the priority 1 4 for the ring tone ranges set in program 15 08 01 below When more than one SIE key rings simultaneously the tone with the highest priority e g 1 rings The other keys just flash 15 11 01 V...

Page 85: ...he programmable key you want to program The previously programmed entry displays 4 Dial 03 5 Dial the ACD Group master number and press Hold You see the SET RING option 6 Dial 1 2 3 4 5 6 7 and 8 to immediate ring for the Day Night Midnight Rest Day2 Night2 Midnight2 and Rest2 modes respectively OR Press Hold and dial 1 2 3 4 5 6 7 and 8 to delay ring for the Day Night Midnight Rest Day2 Night2 Mi...

Page 86: ...Issue 4 0 UNIVERGE SV8100 3 54 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 87: ...ode if it is not answered This ensures callers will not have to wait while ACD rings an extension that won t be answered For multiline terminals the system enables Automatic Off Duty Mode for all phones with Off Duty Mode keys For single line telephones you must set an option in programming to enable Automatic Off Duty Mode Conditions Automatic Off Duty Mode does not time out Once enabled an agent...

Page 88: ...Related Features Overflow Options Wrap Up Time Operation To activate Off Duty Mode When you have a Off Duty Mode key the system automatically activates Off Duty Mode if a call rings your phone and you do not pick it up 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 When you activate Off Duty M...

Page 89: ... SV8100 Issue 4 0 ACD Installation Manual 3 57 Single Line Telephone 1 Lift the handset 2 Dial 659 When you cancel Off Duty Mode your ACD Supervisor with a DSS Console sees your extension as available logged in ...

Page 90: ...Issue 4 0 UNIVERGE SV8100 3 58 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 91: ... Mail and ACI ports will not allow for the One Digit Dial Out option Program 41 14 14 is used for both the 1st and 2nd Delay Announcements You can not allow for one and not the other Programming 41 08 03 ACD Overflow Options Delay Announcement Source Type For each ACD Group 1 64 assign the announcement message types Delay Announcement functions are not available for ACD pilot number call Each ACD ...

Page 92: ...termine what the caller should hear between messages 0 Ring Back Tone 1 MOH Tone 2 BGM source 41 11 07 VRS Delay Announcement ACD Forced Disconnect Time After the 2nd Delay Message For each ACD Group 01 64 when using ACD Overflow modes 3 5 8 and 9 enter how long after the caller hears the 2nd Announcement the system will disconnect drop the call This prevents callers from waiting in queue an exces...

Page 93: ...4 assign if the One Digit Dial Out option 1 Detects or 0 Does not detect during the Delay Announcements 41 14 15 ACD Options Setup DTMF Detect Time after Delay Announcement Message For each ACD Queue 1 64 assign the amount 0 64800 seconds of time after the Delay Announcement that the One Digit Dial Out option will work Related Features None Operation None ...

Page 94: ...Issue 4 0 UNIVERGE SV8100 3 62 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 95: ...all agents in the overflow ACD Group are busy Lookback Routing automatically ensures that the waiting call will ring into the first agent in either group that becomes free You can assign an ACD Group with any combination of 1st Announcement 2nd Announcement and overflow method You can have for example a Technical Service group that plays only the 2nd Announcement to callers and then immediately ov...

Page 96: ...uncement The 2nd Announcement will continue to play until the call is answered abandoned or timer in 41 10 05 expires and drops the call The messages will not start from the beginning because it is on a constant loop Overflow with 1st Announcement Only Mode 4 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...

Page 97: ...ge will not start from the beginning because it is on a constant loop Overflow with 2nd Announcement Only Mode 9 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 In addition the caller periodically hears the 2nd Announcement message This message can be a VRS mes...

Page 98: ...or the same ACD Group the System Supervisor s programming will take priority and the system will overflow according to the System Supervisor s setting Multiple Overflow Control keys can be programmed on a Multiline Terminal each with a different ACD Group as the overflow destination Setting Up the 1st Announcement for Overflow Modes 2 and 4 Mode 2 No Overflow with 1st Announcement Only Mode 4 Over...

Page 99: ...th Announcement For each ACD Group 01 64 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 With In Mail set as the announcement source 41 19 01 ACD Voice Mail Delay Announcement Delay Message Start Time For each ACD Group 01 64 set how long the system waits before playing the first Delay An...

Page 100: ...imes out the system overflows the caller to the destination defined in Program 41 09 01 With a PGD 2 set as the announcement source 41 10 01 ACI Delay Announcement 1st Delay Announcement ACI Port Number For each ACD group 01 64 set the 1st Delay Announcement ACI Port Number 0 96 41 10 02 ACI Delay Announcement 2nd Delay Announcement ACI Port Number For each ACD group 01 64 set the 2nd Delay Announ...

Page 101: ...ay Message 0 64800 seconds 41 11 02 VRS Delay Announcement 1st Delay Message Number For each ACD group 01 64 set the 1st Delay Message Number 01 101 41 11 03 VRS Delay Announcement 1st Delay Message Sending Count For each ACD group 01 64 determine how many times the 1st Delay Message is played to the caller 0 255 41 11 04 VRS Delay Announcement 2nd Delay Message Number For each ACD group 01 64 set...

Page 102: ...ach ACD Group 01 64 determine how many times the 1st Delay Message is played to the caller 0 255 41 19 04 ACD Voice Mail Delay Announcement Mailbox Number for 2nd Announcement Message For each ACD Group 01 64 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 01 64 determine how many times t...

Page 103: ...ystem overflows the caller to the destination defined in Program 41 09 01 2 3 6 The 1st announcement repeats if defined in 41 11 03 41 19 03 or the 2nd announcement is played The 1st announcement plays for the first time When a call rings in these timers start Overflow occurs mode 4 only 41 11 05 VRS 41 19 05 In Mail 22 01 11 VRS 41 19 08 In Mail 41 08 04 41 11 07 VRS 41 19 07 In Mail 41 11 03 VRS...

Page 104: ...the interval between the Delayed Messages 0 64800 seconds 41 11 01 VRS Delay Announcement Delay Message Start Timer For each ACD group 01 64 set how long the system waits before playing the first delay announcement 0 64800 seconds 41 11 04 VRS Delay Announcement 2nd Delay Message Number For each ACD group 01 64 set the 2nd Delay Message Number 01 101 41 11 05 VRS Delay Announcement 2nd Waiting Mes...

Page 105: ...nouncement ACD Forced Disconnect Time After 2nd Announcement For each ACD Group 01 64 assign how long the system should wait after the end of the 2nd Announcement Message before disconnecting the call 0 64800 seconds 41 19 08 ACD Voice Mail Delay Announcement Delay Message Interval Time For each ACD Group 01 64 set the timer for the interval between the Delayed Messages 0 64800 seconds 2 5 The 2nd...

Page 106: ... 64 65 Voice Mail 66 Follows ACD Overflow Table Program 41 09 01 67 Speed Dial Area 41 08 05 68 Incoming Ring Group 41 08 06 Multiple Overflow Dest ACD Overflow Destination Priority 1 64 ACD Groups 1 64 Program 41 14 03 Type ACD Announcement Type Program 41 08 03 0 From ACI 1 From VRS 2 In Mail Source Source for ACD Announcement not applicable to modes 0 and 1 ACI see Program 41 10 01 and 41 10 02...

Page 107: ...19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 ACD Overflow Mode 41 08 01 Overflow Dest 41 08 02 Overflow Destination Priority 41 14 03 1st ACD Announcement 2nd ACD Announcement 1 2 3 4 5 6 7 Type 41 08 03 Source 41 10 01 41 11 02 41 19 02 Type 41 08 03 Source 41 10 02 41 11 04 41 19 04 ...

Page 108: ... 50 51 52 53 54 55 56 57 58 59 60 61 ACD Overflow Mode 41 08 01 Overflow Dest 41 08 02 Overflow Destination Priority 41 14 03 1st ACD Announcement 2nd ACD Announcement 1 2 3 4 5 6 7 Type 41 08 03 Source 41 10 01 41 11 02 41 19 02 Type 41 08 03 Source 41 10 02 41 11 04 41 19 04 ...

Page 109: ...CD not set up Programming 15 07 01 Programmable Function Keys Define a key for ACD Supervisors and ACD Group Supervisors which will allow the overflow group to be temporarily overridden The ACD Overflow Control key Program 15 07 01 or SC 752 18 is programmed with the ACD group number to which the calls should overflow Multiple keys can be programmed each with a different ACD group 22 01 11 System ...

Page 110: ... Group 1 64 enter the speed dial area 0 1999 to overflow to when 41 08 05 is set to 67 41 08 06 ACD Overflow Options Incoming Ring Group when Overflow For each ACD Group 1 64 enter the Incoming Ring Group to overflow to when 41 08 02 is set to 68 41 09 01 ACD Overflow Table Setting For each ACD Group 1 64 assign the overflow ACD Groups according to the priority in which the calls should ring the A...

Page 111: ...source and options are assigned as VRS in Program 41 08 03 41 11 03 VRS Delay Announcement 1st Delay Message Sending Count For each ACD Group 01 64 determine the 1st Delay Message Sending Count 0 255 41 11 04 VRS Delay Announcement 2nd Delay Message Number For each ACD Group 01 64 assign the VRS message number to be used as the message source for the 2nd Delay Announcement Message 0 101 This progr...

Page 112: ... each ACD group 01 64 determine how the system handles ACD calls when the maximum number of ACD calls in queue has been reached 0 Last Waiting Call is Transferred 1 Longest Waiting Call is Transferred 2 Send Busy Tone 41 19 01 ACD Voice Mail Delay Announcement Delay Message Start Time For each ACD Group 01 64 set how long the system waits before playing the first Delay Announcement 0 64800 seconds...

Page 113: ...sconnecting the call 0 64800 seconds 41 19 08 ACD Voice Mail Delay Announcement Delay Message Interval Time For each ACD Group 01 64 set the timer for the interval between the Delayed Messages 0 64800 seconds Related Features Music on Hold Off Duty Mode Voice Announce Unit Operation Once programmed overflow operation is automatic Temporary Override of the Overflow Destination To activate ACD Overf...

Page 114: ...Issue 4 0 UNIVERGE SV8100 3 82 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 115: ...Queue Status Displays of all the ACD Groups The Queue Status Displays shows see the Queue Status Display illustration below The number of calls queued for an available agent in the group The trunk that has been waiting the longest and how long it 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 occu...

Page 116: ... alarm are active and the queued called is answered disconnected the display and alarm will continue until the timers in Program 41 15 02 or 41 20 05 expire When an overflowed call is in queue the call will be included in its original ACD group s queue and not in the group s queue to which it overflowed The Queue Status is not displayed on a supervisor s phone based on the settings in Programs 41 ...

Page 117: ...On 1 the ACD Queue Status Display for an extension Class of Service Any extension which has this option enabled also hears the queue alarm 41 15 01 ACD Queue Alarm Information Number of Calls in ACD Queue to Activate Alarm Information For each ACD Group 01 64 determine the number of calls required in queue to activate the alarm 0 200 Do not use this program if the alarm options are defined in Prog...

Page 118: ... wrap up 0 64800 seconds Default 60 41 20 04 ACD Queue Status Display Settings ACD Call Waiting Alarm Enable 1 or disable 0 the queue alarm Default 0 41 20 05 ACD Queue Status Display Settings ACD Call Waiting Alarm Hold Time Set how long the Call Waiting Alarm should sound 0 64800 seconds Default 0 Related Features Off Duty Mode Feature Available in Program 41 15 xx Available in Program 41 20 xx ...

Page 119: ...s of group 1 is displayed instead When an agent logs in using an AIC code the Queue Status of the default ACD group defined in Program 41 18 02 is displayed 2 Press the volume or to scroll through the Queue Status Displays of all the ACD Groups 3 Press the Exit key to return the phone to an idle state When Logged Out of ACD Group When ACD agents are logged out and a call is placed into the ACD que...

Page 120: ...Issue 4 0 UNIVERGE SV8100 3 88 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 121: ... the ACD Group mode 0 Supervisor s extension can only receive ACD Group calls during overflow conditions mode 1 Supervisors extension receives calls just like any other ACD Group agent mode 2 An ACD Group can have only one supervisor In addition an extension can be a supervisor for only one ACD Group There are 64 available ACD Groups Conditions An extension can have supervisory capabilities only w...

Page 122: ...is program in Program 41 01 01 as a System Supervisor 41 04 02 ACD Group Supervisor Operation Type For each ACD Group 1 64 assign the operating mode for the Group Supervisor Operating modes are 0 do not receive ACD calls no 1 receive ACD incoming calls in case of overflow Busy and 2 receive ACD incoming calls all the time Yes Related Features Supervisor DSS Console Supervisor System Operation Logg...

Page 123: ...t of Service To take your entire ACD Group out of service You must be logged into the group 1 Press your Out of Service key Program 15 07 01 or SC 752 code 14 Your display shows END OF WORK 1 Yes 0 No 2 Dial 1 to take your entire ACD Group out of service The Log On Off and Out of Service keys light While you are logged out calls no longer ring into the ACD Group Your display shows G n END OF WORK ...

Page 124: ...f their ACD Group To log an agent into their ACD Group You can do this while either logged in or logged out 1 Press the Speaker key 2 Dial 667 3 Dial the ACD Agent s extension number You hear confirmation tone 4 Press Speaker to hang up To log an agent out of their ACD Group You can do this while either logged in or logged out 1 Press the Speaker key 2 Dial 668 3 Dial the ACD Agent s extension num...

Page 125: ...V8100 Issue 4 0 ACD Installation Manual 3 93 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 ...

Page 126: ...Issue 4 0 UNIVERGE SV8100 3 94 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 127: ...re taken down Restore all the ACD Groups to service simultaneously Log an agent into or out of an ACD Group Reassign an agent to a different ACD Group Conditions An Out of Service Function Key Program 15 07 01 or SC 752 code 14 will take all groups 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 System Supervisor cannot...

Page 128: ... 33 Class of Service Options Supplementary Service ACD Supervisor s Position Enhancement In an extension s Class of Service enable this option 1 to allow the System Supervisor to change the login and ACD Group assignment for an agent This option also allows agents to change their own ACD Group assignment 41 01 01 System Options for ACD System Supervisory Extension Assign an extension as the ACD Sy...

Page 129: ...This will end your System Supervisor capabilities Your Log On Off key is lit and your display shows SUPERVISOR 1 Press the Speaker key 2 Dial 5 OR Press 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 and the Log On Off key goes ou...

Page 130: ...HECK 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 logged out as an ACD System Supervisor and your ACD Log On Off key is out you must log bac...

Page 131: ...firmation tone 4 Press Speaker to hang up Assigning 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 confirma...

Page 132: ...Issue 4 0 UNIVERGE SV8100 3 100 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 133: ...he group agents Logged into the group i e in service Logged out of the group i e out of service Busy on a call Placing an Emergency Call to the supervisor Refer to Emergency Call on page 3 35 Not available or installed The following diagram shows the DSS console flash rates for ACD Supervisors A maximum of four consoles are available per extension The ACD Supervisor can also use their console for ...

Page 134: ...01 DSS Console Operating Mode Set the mode of the system s DSS Consoles The entry you make in this option applies to all the system s DSS Consoles The available options are Regular Business Mode 0 Hotel Mode 1 ACD Monitor Mode 2 and Business ACD Mode 3 30 02 01 DSS Console Extension Assignment Extension Number Designate the DSS Console installations i e the extensions that have DSS Consoles connec...

Page 135: ...our Supervisor s DSS Console 1 Place or answer call If you are on an Intercom call press the Hold key before going to the next step 2 Press DSS Console ACD Group key to select the agents group 3 Press DSS key for the ACD Agent that will receive transfer You cannot Transfer to an agent that is in Off Duty Mode or in Do Not Disturb ACD Agent Busy Lamp Field When the DSS key flash rate is The ACD Age...

Page 136: ...Issue 4 0 UNIVERGE SV8100 3 104 4 Optional Announce call If the called agent does not want the call press the flashing line key to retrieve it 5 Press Speaker to hang up ...

Page 137: ...y 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 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 ...

Page 138: ...D Monitor 1 Call the busy ACD Agent You must hear busy tone 2 Press your ACD Monitor Key Program 15 07 01 or SC 752 15 Your ACD Monitor Key lights You hear the agent s conversation 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 yo...

Page 139: ...alled party number 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 system outputs this data to the PC for the total period Conditions The SMDR call buffer stores 500 calls The buffer stores calls when the ...

Page 140: ... Report Sample Report Terminal OTG Duration Cost ICM Answer Duration Ringing Abandon 301 54 01 45 14 720 326 115 02 11 52 00 09 36 11 301 92 02 37 22 1855 84 84 01 58 31 00 04 19 0 LINE001 79 71 01 05 26 8 Definitions Terminal Terminal Number Called Party Number maximum 24 digits OTG Outgoing Call Frequency number of outgoing calls maximum 65535 calls Duration Call Duration for an Outgoing Call Co...

Page 141: ...UNIVERGE SV8100 Issue 4 0 ACD Installation Manual 3 109 Operation Operation is automatic once programmed ...

Page 142: ...Issue 4 0 UNIVERGE SV8100 3 110 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 143: ...e agent is through catching up with their work they manually return themselves to the ACD Group Automatic Wrap Up Time The system implements Automatic Wrap Up Time for the agent as soon as they hang up their current call This is helpful in applications such as Tech Service groups where follow up paperwork is a requirement for every call When the agent is done with their work they manually return t...

Page 144: ... option 0 After wrap up mode key is pressed 1 After call is finished automatically for ACD Groups 01 64 41 14 09 ACD Options Setup Automatic Wrap Up End Time For each ACD Group 01 64 set how long the system waits before automatically ending wrap up time After this interval expires Auto Wrap Up will automatically log the agent back into their group To disable the Auto Wrap up option enter 0 0 disab...

Page 145: ... a fast busy When you activate Wrap Up Time your ACD Supervisor with a DSS Console sees your extension as busy i e your key is lit To cancel Wrap Up Time Multiline 1 Press your Wrap Up Time Key Program 15 07 01 or SC 752 17 When you deactivate Wrap Up Time your ACD Supervisor with a DSS Console sees your extension as available logged in Single Line Telephone 1 Lift the handset 2 Dial 657 You hear ...

Page 146: ...Issue 4 0 UNIVERGE SV8100 3 114 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 147: ...r 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 reverse type white on black just beneath the Description heading is the program access level You can only use the program if your access level meets or exce...

Page 148: ...eristics of a program if the program Sorts Data Updates the CEU or Can be Copied The check boxes below each program heading indicate when these options apply If the option applies 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...

Page 149: ...ystem passwords To change the passwords use Program 90 02 01 Password Password User Name Level Programs at this Level 47544 necii 1 MF All programs 12345678 tech 2 IN All programs in this section not listed below for SA and SB 0000 ADMIN1 3 SA 10 01 10 02 10 12 10 13 10 14 10 15 10 16 10 17 10 18 10 22 12 02 12 03 12 04 15 01 15 07 15 09 15 10 15 11 20 16 21 07 21 14 22 04 22 11 25 08 30 03 32 02 ...

Page 150: ...t of a program options to exit Press Answer to exit the program option 1 Press Answer to exit the program options if needed 2 Press Speaker You see Saving System Data if changes to system programming are made 3 The display shows Complete Data Save when completed and exits the phone to idle mode Program Mode Base Service OP1 OP2 ...

Page 151: ...he cursor moves up to the top row of the display Press Redial again to move the cursor back to the middle row Line Keys Use programmed settings to help with the program entry These settings vary between programs from LINE 1 0 off and LINE 2 1 on to preset values for timers where LINE 1 5 LINE 2 10 LINE 3 15 etc For programs with this option the line key which currently matches the programmed setti...

Page 152: ... selecting your entry press the next letter or use the left scroll or right scroll Softkey to move the cursor 6 Enter characters M O m o 6 After selecting your entry press the next letter or use the left scroll or right scroll Softkey to move the cursor 7 Enter characters P S p s 7 After selecting your entry press the next letter or use the left scroll or right scroll Softkey to move the cursor 8 ...

Page 153: ...a display phone in programming mode you see various Softkey options displayed These keys allow you to easily select scan or move through the programs Program Mode Base Service OP1 OP2 Program Mode CCIS Hard Mtnance Softkey Display Prompts If you press this Softkey The system will back Go back one step in the program display You can press volume or to scroll forwards or backwards through a list of ...

Page 154: ...Issue 4 0 UNIVERGE SV8100 4 8 SECTION 9 PROGRAMMING The remainder of this chapter provides instructions for programming individual program blocks ...

Page 155: ... you change a Service Code be sure to record your entry in the New column Input Data Item No Item Terminals Default New 01 ACD Log In Log Out for KTS MLT SLT 5 02 ACD Log Out for SLT SLT 655 03 Set ACD Wrap Up Time for SLT SLT 656 04 Cancel 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 Ag...

Page 156: ...nge Agent ACD Group by Supervisor When using service code 669 to change an agent ACD group the supervisor must enter a 2 digit number for the group For example to change to ACD group 4 the entry would be 669 04 MLT 669 13 ACD Agent Changing Own ACD Group Using this service code an ACD Agent can reassign themselves to another ACD Group MLT 670 MLT Multiline Terminal SLT Single Line Telephone 11 13 ...

Page 157: ...0 ACD Installation Manual 4 11 4 Enter data for the item you selected Hold 5 Enter data for the next item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section ...

Page 158: ...Issue 4 0 UNIVERGE SV8100 4 12 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 159: ...ber assigned for example in the 101 199 3101 3257 first remove the default assignment For example to use extension number 125 as an ACD Master Number first give extension port 025 a different extension assignment Default No ACD Group Pilot Numbers assigned to any ACD Group 1 64 Conditions None Feature Cross Reference Automatic Call Distribution ACD Multiple Directory Numbers Call Coverage Keys Tel...

Page 160: ...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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 11 17 01 ACD Group1 ACD G_Pilot_No back select 11 17 nn ACD Groupnnn nnnnn ...

Page 161: ...dish 11 Turkish 12 Latin American Spanish 13 Romanian 14 Polish 1 11 11 13 02 Trunk Ring Tone Use this option to set the tone pitch of the incoming trunk ring for the extension port you are programming DTU DTP style telephones only follow high medium and low range ring tone settings They do not follow Melodies 1 High 2 Medium 3 Low 4 Ring Tone 1 5 Ring Tone 2 6 Ring Tone 3 7 Ring Tone 4 8 Ring Ton...

Page 162: ...all back 2 Hook 0 06 Hold Key Operating Mode Use this option to set the function of the Multiline Hold key The Hold key can activate normal Hold or Exclusive Hold 0 Normal Common 1 Exclusive Hold 0 07 Automatic Hold for CO Lines When talking on a CO call and another CO line key is pressed the original trunk is placed on Hold 0 or Disconnected 1 0 Hold 1 Disconnect Cut 1 08 Automatic Handsfree Use ...

Page 163: ...s when a telephone user receives a second call while busy on a handset call To enable disable Off Hook Signaling for an extension Class of Service use Program 20 13 06 0 Muted Off Hook Ringing 1 No Off Hook Ringing 2 Not Used 3 Beep in Speaker SP 4 Beep in Handset HS 5 Speaker and Handset Beep 5 13 Redial List Mode Select whether the Redial List feature should store internal and external numbers 0...

Page 164: ...sion and for incoming calls to that extension When Outgoing 1 is selected the key functions as a virtual extension and can be used for incoming and outgoing calls When Ignore 2 is selected the key functions as a CAR key and can receive incoming calls only 0 DSS 1 Outgoing OTG 2 Ignore 2 22 Multiple Incoming From Intercom and Trunk If enabled this affects how a Hotline key lights based on the setti...

Page 165: ... 0 Conference 1 Transfer 0 26 MSG Key Operation Mode Determine whether an extension MSG key should function as a Message key or Voice Mail key If set as a Message key users can press the key to call the voice mail only when they have new messages 0 Message Key 1 Voice Mail Key 0 27 Handset Volume Determine how an extension handset volume is set after it is adjusted during a call When 1 is assigned...

Page 166: ... Waiting set to the extension 1 Cycle 1 2 Cycle 2 3 Cycle 3 4 Cycle 4 5 Cycle 5 6 Cycle 6 7 Cycle 7 3 15 02 28 15 02 35 15 02 37 15 02 38 37 Voice Mail Message Wait Lamp Color Select the color of the Large LED when a voice mail message is waiting at the extension 0 Green 1 Red 1 15 02 28 15 02 35 15 02 36 15 02 38 38 Voice Mail Message Wait Lamp Cycle Select the cycle method that the Large LED fla...

Page 167: ...endar display 2 Double height character indication of name and number display line 0 46 Backlight LCD Duration On the DT300 DT700 style phones set how long the Backlight LCD stays on 0 Continuous On 1 5 seconds 2 10 seconds 3 15 seconds 4 30 seconds 5 60 seconds 2 47 Icon Display of DESI less On the DTL ITL 8LD style phones will icons be displayed 1 or not displayed 0 0 OFF 1 ON 1 11 11 17 15 07 0...

Page 168: ...nk 0 Caller ID 1 Memo Information 0 13 04 08 13 04 09 13 04 10 69 Microphone Operation on Handsfree 0 No change for MIC status 1 Start from MIC enabled 2 Start from MIC muted 0 70 MIC Key Operation 0 Enabled 1 Disabled 0 71 Disable Softkey 0 Off 1 On 0 Table 4 1 Lamp Cycle On Off Timing Pattern Programs 15 02 35 36 and 38 Input Cycle 1 Cycle 1 500ms ON 500ms OFF 2 Cycle 2 250ms ON 250ms OFF 3 Cycl...

Page 169: ...quency 2 Modulation External Incoming Signal Frequency Pattern 1 High Middle Low 1100 660 520 1400 760 660 16Hz 16Hz 16Hz External Incoming Signal Frequency Pattern 2 High Middle Low 1100Hz 660Hz 520Hz 1400Hz 760Hz 660Hz 8Hz 8Hz 8Hz External Incoming Signal Frequency Pattern 3 High Middle Low 2000Hz 1400Hz 1100Hz 760Hz 660Hz 540Hz 16Hz 16Hz 16Hz External Incoming Signal Frequency Pattern 4 High Mi...

Page 170: ... number to be programmed press the FLASH or the volume or keys 3 Enter data for the item you selected Hold 4 Enter data for the next item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section ...

Page 171: ...es To clear any previously programmed key press 000 to erase any displayed code Default Settings Default Programmable keys 1 8 are Trunk Line keys key 1 Trunk Line 1 key 2 Trunk Line 2 etc All other programmable keys are undefined Input Data Extension Number Maximum eight digits Line Key Function Number Additional Data LK01 01 Trunk Line Key 1 LK08 01 Trunk Line Key 8 LK09 0 No Setting 0 LK48 0 No...

Page 172: ... Conference call setup occurring 08 Incoming Call Log Rapid Blink Red New call log Red On Call log Off No call log 09 Day Night Mode Switch Mode number 1 8 Red On Mode active 10 Call Forward Immediate Red On Forwarded 11 Call Forward Busy Red On Forwarded 12 Call Forward No Answer Red On Forwarded 13 Call Forward Busy No Answer Red On Forwarded 14 Call Forward Both Ring Red On Forwarded 15 Follow ...

Page 173: ... Meet Me Conference None 33 Override Off Hook Signaling None 34 Barge In None 35 Camp On Red On While camp on activated 36 Step Call None 37 DND FWD Override Call None 38 Message Waiting None 39 Room Monitoring Rapid Blink Red While being monitored Slow Blink Red While monitoring 40 Handset Transmission Cutoff Red On Transmission cut off 41 Buzzer Extension Number Red On Transmission Side Rapid Bl...

Page 174: ...g Group 001 100 Red On Under setting 53 Automatic Answer with Delay Message Start Red On Active 54 External Call Forward by Door Box Red On Active 55 Extension Name Change None 56 General Purpose LED Operation Blink Red Active 57 General Purpose LED Indication Blink Red Active 58 Automatic Transfer at Department Group Call Extension Group Number 01 64 Blink Red Active 59 Delayed Transfer at Depart...

Page 175: ...Fast Flash Green New Message s in own Mailbox Slow Flash Red New Message s in other Mailbox APSU VM00 External VM Red On Access to Voice Mail Fast Flash Green New Message s in own Mailbox Slow Flash Red New Message s in other Mailbox 78 Conversation Recording Voice Mail Rapid Blink Red Recording 79 Automated Attendant In Skin Extension Number or Pilot Number Red On Set Up for All Calls Fast Blink ...

Page 176: ...h Set 88 Dial In Mode Switching Program 22 17 Table No 1 100 Off Pattern 1 Pattern 5 8 On Pattern 2 Slow flash Pattern 3 Fast flash Pattern 4 89 Do Not Call Setup 90 Do Not Call Data Registration 91 Live Recording Key IPK II In Mail 94 Call Attendant Fast flash Setup No Answer Calls Slow flash 125ms on 125ms off 125ms on 625ms off On Setup Busy No Answer Calls 97 Door Box Access Key Door Box Numbe...

Page 177: ...low Blink Red Call Placed in Park by Another User Fast Blink Green Extension Placed Call in Park 05 Loop Key 0 2 0 Incoming 1 Outgoing 2 Both Green On Extension on an active call 06 Trunk Access Via Networking Network System Number 01 50 07 Station Park Hold None 08 CAP Key CAP Orbit No 0001 9999 If CAP Orbit No 0000 is used the next available orbit is automatically selected 10 ACD Log In Log Out ...

Page 178: ... 19 ACD Queue Status Display Check 32 Warning Message On Red Play Warning Message Off Stop Warning Message 33 Sensor Mode Related Program 20 50 01 On Red Security Sensor On Off Security Sensor Off 34 ACD Caller ID Marking Setup Function Number List Continued 2 Appearance Function Level 00 99 Service Code 752 ...

Page 179: ...ion Level LED pattern 1 FL Fast Blink LED pattern 3 RW Stutter Blink LED pattern 4 IR LED Pattern 0 OFF On Off LED Pattern 1 FL On 500ms Off 500ms On Off LED Pattern 2 WK On 250ms Off 250ms On Off LED Pattern 3 RW On 125ms Off 125ms On Off LED Pattern 4 IR On 125ms Off 125ms On 125ms Off 625ms On Off LED Pattern 5 IL On 875ms Off 125ms On Off LED Pattern 6 IW On 625ms Off 125ms On 125ms Off 125ms ...

Page 180: ... automatically assigns the next available orbit Feature Cross Reference Refer to Function Number List 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 yo...

Page 181: ...t Description 01 0 Tone Pattern 1 1 Tone Pattern 2 2 Tone Pattern 3 3 Tone Pattern 4 4 Incoming Ring Tone Extension 5 Tone Pattern 5 6 Tone Pattern 6 7 Tone Pattern 7 8 Tone Pattern 8 0 Tone Pattern 1 When an extension or a virtual extension is assigned to the function key on the key telephone select the ring tone when receiving a call on that key For ACD CAR keys only tone pattern 1 entry 0 can b...

Page 182: ... press the FLASH or the volume or keys 5 Enter data for the item you selected Hold 6 Enter data for the next item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section Pattern 4 High Middle Low 2000 1400 1100 760 660 540 8Hz 8Hz 8Hz Internal Incoming Signal Frequency High Middle Low 1100 660 520 1400 760 660 8Hz 8Hz 8Hz 15 08 01 TEL...

Page 183: ...nt for each Night Service Mode Assign extension numbers and names to virtual extension ports in Program 15 01 Program Virtual Extension keys in Program 15 07 code 03 There are 256 Virtual Extension Ports Conditions Program the Multiple Directory Number function keys NOT to ring before removing the key from keyset programming Feature Cross Reference Multiple Directory Number Call Coverage Input Dat...

Page 184: ...e 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 15 09 01 TEL301200 KY01 Mode1 0 No 15 09 nn TELnnn nnnnn ...

Page 185: ...fault By default Virtual Extension ring tones have the following order Conditions None Input Data Extension Number Up to eight digits Item No Order Data Description Related Program 01 1 4 0 Tone Pattern 1 1 Tone Pattern 2 2 Tone Pattern 3 3 Tone Pattern 4 4 Incoming Extension Ring Tone 5 Tone Pattern 5 6 Tone Pattern 6 7 Tone Pattern 7 8 Tone Pattern 8 When two or more virtual extensions are set o...

Page 186: ... 10 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 Feature Cross Reference keys 5 Enter data for the item you selected Hold 6 Enter data for the next item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 15 10 01 TEL301200 Order1 0 Pattern1 15 10 nn TE...

Page 187: ...on Ports Assign extension numbers Program 11 04 and names Program 15 01 to virtual extension ports Program Multiple Directory Number virtual extension keys in Program 15 07 code 03 Conditions Program the Virtual Extension keys NOT to ring before removing the key from keyset programming PRG 15 09 01 has to be assigned to Ring Immediately before assigning the CAR VE key to Delay Ring Feature Cross R...

Page 188: ...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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 15 11 01 TEL301200 KY01 Mode1 0 No back select 15 11 nn TELnnn nnnnn ...

Page 189: ...LED Off 02 Trunk Group Access Key Operating Mode Use this option to set the operating mode of the extension trunk group keys The keys are for incoming access outgoing access or both 0 Outgoing Incoming 1 Outgoing 2 Incoming 0 04 Retrieve the Line After Transfer Enable 1 or Disable 0 an extension ability to answer a call after it has been transferred but before it is answered 0 Not Holding No Keep ...

Page 190: ...utes 2 2 minutes 3 4 minutes 4 8 minutes 5 16 minutes 6 32 minutes 7 64 minutes 0 15 02 18 11 Handsfree Microphone Control Use this option to control the setting for Multiline Terminal Handsfree microphone after being disconnected and reconnected If set to 0 the microphone is always off when the terminal is reconnected If set to 1 the microphone remains in the same state it was in when the termina...

Page 191: ...de Loop Key 0 26 F Route Outgoing Mode From Incoming Call History Enable or disable the ability to route Calls in the Call History via F Route if the leading digit s are set to F Route If set to 0 Off all Calls are routed via Normal Trunk Routing If Set to 1 On if the leading digit s are set to F Route in Program 11 01 or 11 20 the call will follow that F Route Programming 0 Off 1 On 0 11 01 11 20...

Page 192: ... Enter the programming mode 2 20 02 3 Enter the number of the item you want to program 4 Enter data for the item you selected Hold 5 Enter data for the next item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 20 02 01 TRK GP_Key_OP 0 Display back select 20 02 nn nnnnn ...

Page 193: ...tions for Virtual Extensions 1 Enter the programming mode Input Data Item No Item Input Data Default 03 CAR SIE Virtual Extension Delay Interval CAR Keys SIE Keys Virtual Extensions set for Delayed Ringing see Program 15 11 ring the extension after this interval 0 64800 seconds 10 04 Virtual Extension Key Seize Mode Changes the BLF status of a SIE key When set to Enhanced the BLF will not show as ...

Page 194: ...e item you want to program 4 Enter data for the item you selected Hold 5 Enter data for the next item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 20 04 01 V Ext Answer 1 Keep 20 04 nn nnnnn ...

Page 195: ...0 07 through 20 13 You make eight entries for Program 20 06 one for each Night Service Mode Default Extension number 101 as Class 15 All other extension numbers are set as Class 1 Conditions None Feature Cross Reference Class of Service Telephone Programming Instructions To enter data for Program 20 06 Class of Service for Extensions 1 Enter the programming mode 2 20 06 Input Data Extension Number...

Page 196: ...t 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 20 06 nn TELnnn nnnnn ...

Page 197: ...n ability to use Long Conversation Cutoff for outgoing calls 0 Off 1 On 0 0 04 Call Forward DND Override Bypass Call Turns off or on an extension ability to use Call Forwarding DND Override 0 Off 1 On 1 1 05 Intercom Off Hook Signaling Turns off or on an extension ability to receive Off Hook signals 0 Off 1 On 1 1 06 Automatic Off Hook Signaling Automatic Override Allows a busy extension the abili...

Page 198: ... tone If on callers hear an alert tone and their display indicates the Barge In when another extension barges into their conversation If off there is no alert tone or display indication 0 Off 1 On 1 1 18 Programmable Function Key Programming General Level Turns off or on an extension user ability to program General function keys using Service Code 751 by default Refer to Program 20 07 10 for Servi...

Page 199: ...off or on the ability of an extension Class of Service to be changed via Service Code 677 0 Off 1 On 0 0 29 Paging Display Turns off or on an extension user ability to display paging information 0 Off 1 On 1 1 30 Background Music Allows or Denys an extension user to turn Background Music on and off 0 Deny 1 Allow 1 1 31 Connected Line Identification COLP 0 Off 1 On 0 0 32 Deny Multiple Barge Ins A...

Page 200: ...ff 1 On 0 0 42 Extension Data Swap Enabling Turn off or on an extension user ability to use Extension Data Swap 0 Off 1 On 1 1 11 15 12 43 Not Used 44 Live Monitor Enabling Turn off or on an extension user ability to use Live Monitor 0 Off 1 On 1 1 45 MIC Key Mode while Call Monitoring Set per class of service when in Call Monitoring Mode determines if the monitored parties receives the barge in a...

Page 201: ...ll be listed On or unlisted Off in the directory 0 Off 1 On 1 1 52 VoIP All DSP Busy Display Set whether All DSP Busy alarm displays on LCD when the caller makes an IP call and there is no VoIP DSP resource 0 Disable 1 Enable 1 1 53 Language Selection for Specific Extension 0 Disable 1 Enable 0 0 11 11 68 15 02 01 47 02 16 54 Call Waiting for Standard SIP Terminal Set up Call Waiting off hook sign...

Page 202: ...Class of Service 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 20 13 nn FCTN Clsnn nnnnn ...

Page 203: ...all has been ringing too long If disabled this does not occur 22 01 03 22 01 04 03 Ring No Answer Alarm Time 0 64800 sec 60 If a trunk rings a multiline telephone longer than this interval the system changes the ring cadence This indicates to the user that the call has been ringing too long 22 01 02 04 DIL No Answer Recall Time 0 64800 sec 0 A DIL that rings its programmed destination longer than ...

Page 204: ...he operation mode for Auto Attendant and Queuing Message 22 14 22 15 22 08 22 04 22 01 04 20 15 11 15 07 11 VRS Waiting Message Interval Time 0 64800 sec 20 Setup the sending duration time of the Auto Attendant Queuing The message is repeatedly sent out within the specified time 22 14 06 22 15 06 41 11 06 12 Mobile Extension Answer Time 0 Immediate Answer 1 64800 sec 3 Set up the system answering ...

Page 205: ...0 ACD Installation Manual 4 59 4 Enter data for the item you selected Hold 5 Enter data for the next item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section ...

Page 206: ...Issue 4 0 UNIVERGE SV8100 4 60 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 207: ...lect the ring tone range for the trunk The trunk uses a ring tone in the range selected when it rings an extension Eight ring tones are available 15 02 Table 4 3 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 660...

Page 208: ...press the FLASH or the volume or keys 5 Enter data for the item you selected Hold 6 Enter data for the next item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section Pattern 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 22 03 01...

Page 209: ... Programming Instructions To enter data for Program 22 05 Incoming Trunk Ring Group Assignment 1 Enter the programming mode 2 22 05 Input Data Trunk Port Number 001 200 Item No Day Night Mode Incoming Group Number Default Description Related Program 01 1 8 0 No Setting 001 100 Incoming Group 101 Not Used 102 In Skin External Voice Mail or VM8000 InMail 103 Centralized VM 1 Use this program to assi...

Page 210: ...ct the trunk 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 22 05 nn Trunknnn nnnnn ...

Page 211: ...ntry for this option applies to all the system DSS Consoles The available options are Regular Business Mode 0 Hotel Mode 1 ACD Monitor Mode 2 Business ACD Mode 3 Conditions None Feature Cross Reference Direct Station Selection DSS Console Hotel Motel Input Data DSS Console Number 01 32 Item No DSS Operation Mode Default 01 0 Business Mode 1 Hotel Mode 2 ACD Monitor Mode 3 Business ACD Mode 0 ...

Page 212: ...the programming mode 2 30 01 3 Enter the number of the item you want to program 4 Enter data for the item you selected Hold 5 Enter data for the next item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 30 01 01 Operation_Mode0 Business back select 30 01 nn nnnnn ...

Page 213: ...ximum allowed per system When programming each extension DSS Console s combination is called a Console Number There are 32 Console Numbers 1 32 Console Numbers can be assigned to extensions When entering data the assignment for Console Number 1 is normally made first Conditions None Feature Cross Reference Direct Station Selection DSS Console Input Data 60 button DSS Console Number 01 32 Item No I...

Page 214: ...the number of the item you want to program 4 To select the DSS 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 30 02 01 DSS1 Ext Number back select 30 02 nn DSSnn nnnnn ...

Page 215: ...e key assignments and upload the change to the system before proceeding Without clearing an extension key first the DSS Console may not show the correct lamp display although the DSS function works correctly If you are programming the system from the extension to which the DSS Console is connected either by phone or using the WebPro or PC Program you may need to unplug the DSS and plug it back in ...

Page 216: ...l Log Red On Call Log Off No Call Log 09 Day Night Mode Switch Mode Number 1 8 Red On On mode 10 Call Forward Immediate Slow Blink Red Forwarding State Rapid Blink Red Forwarded State 11 Call Forward Busy Slow Blink Red Forwarding State Rapid Blink Red Forwarded State 12 Call Forward No Answer Slow Blink Red Forwarding State Rapid Blink Red Forwarded State 13 Call Forward Busy No Answer Slow Blink...

Page 217: ...d Private None 28 Speed Dial Group Speed Dial Number Group None 29 Repeat Redial Rapid Blink Red Under a Repeat Dial 30 Saved Number Redial None 31 Memo Dial None 32 Meet Me Conference None 33 Override Off Hook Signaling None 34 Barge In No data or Extension No not Virtual Extension or In case of refer to the Extension No not Virtual Extension set in 24 09 03 None 35 Camp On Red On Under Camp On o...

Page 218: ... Mode 43 Series Call None 44 Common Hold None 45 Exclusive Hold None 46 Department Group Log Out Red On Logged Out 47 Not Used 48 Not Used 49 Call Redirect Extension Number or Voice Mail Number None 50 Account Code None 51 General Purpose Relay Relay No 0 1 8 Red On Relay On 52 Automatic Answer with Delay Message Setup Incoming Group Number Red On Under Setting 53 Automatic Answer with Delay Messa...

Page 219: ...n Active 64 Not Used 65 Not Used 66 Not Used 67 Not Used 68 Not Used 69 Not Used 70 Not Used 71 Not Used 72 Keypad Facility Key 73 Keypad Hold Key 74 Keypad Retrieve Key 75 Keypad Conference Key 76 Application Key 3rd Party CTI R4000 or higher required Any dial data 8 digits None 77 Voice Mail In Skin Extension Number or Pilot Number Red On Access to Voice Mail Rapid Blink Green New Message 78 Con...

Page 220: ...cation Mode On Off Wake Up Call Indication Mode Off 93 Room Status Indication Green On Active Room Status Off Room Status Indication Mode Off 94 Call Attendant 95 Page Switching Red On DSS Page 1 Green On DSS Page 2 97 Door Box Access Key Door Box number 1 8 99 Alternate Answer Key 04 Change Restriction Class One time Toll Restriction 07 Fixed Operation Mode Night Mode Service Group No 01 32 Fast ...

Page 221: ...tion Selection DSS Console 01 Trunk Key Trunk Number 001 200 02 Not Used 03 Not Used 04 Park Key Park Number 01 64 05 Not Used 06 Trunk Access Via Networking Network System Number 01 50 07 Station Park Hold None 08 Not Used 10 Not Used 11 Not Used 12 Not Used 13 Not Used 14 Not Used 15 Not Used 16 Not Used 17 Not Used 18 Not Used 19 Not Used Function Number List Continued 2 Appearance Function Lev...

Page 222: ...he number of the item you want to program 4 To select the DSS 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 30 03 01 DSS1 KY01 01 back select 30 03 nn DSSnn nnnnn ...

Page 223: ...ACD Agent Log In ACD DSS 0 7 4 IR 08 ACD Agent Emergency ACD DSS 0 7 6 IW 09 Hotel Status Code 1 Hotel DSS 0 7 7 On 10 Hotel Status Code 2 Hotel DSS 0 7 1 FL 11 Hotel Status Code 3 Hotel DSS 0 7 2 WK 12 Hotel Status Code 4 Hotel DSS 0 7 3 RW 13 Hotel Status Code 5 Hotel DSS 0 7 5 IL 14 Hotel Status Code 6 Hotel DSS 0 7 3 RW 15 Hotel Status Code 7 Hotel DSS 0 7 6 IW 16 Hotel Status Code 8 Hotel DSS...

Page 224: ... Pattern 0 OFF On Off LED Pattern 1 FL On 500ms Off 500ms On Off LED Pattern 2 WK On 250ms Off 250ms On Off LED Pattern 3 RW On 125ms Off 125ms On Off LED Pattern 4 IR On 125ms Off 125ms On 125ms Off 625ms On Off LED Pattern 5 IL On 875ms Off 125ms On Off LED Pattern 6 IW On 625ms Off 125ms On 125ms Off 125ms On Off LED Pattern 7 ON On Off ...

Page 225: ... 02 3 Enter the number of the item you want to program 4 To select the DSS 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 30 02 01 DSS1 Ext Number back select 30 02 nn DSSnn nnnnn ...

Page 226: ...Issue 4 0 UNIVERGE SV8100 4 80 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 227: ... 01 System Options for ACD 1 Enter the programming mode Input Data Item No Item Input Data Default Description 01 System Supervisory Extension Up to eight digits No Setting 02 Login ID Code Digit 0 20 0 No Login ID 0 03 ACD MIS Connection Ports 0 None 3 LAN CD CP00 US 0 04 ACD MIS Command Notification when a BT Message is returned 0 Notifies 1 No notification 0 05 ACD MIS Output Format Select inco...

Page 228: ...em you want to program 4 Enter data for the item you selected Hold 5 Enter data for the next item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 41 01 01 Supervisor_Ext back select 41 01 nn nnnnn ...

Page 229: ...agent extension in the following cases The trunk belonging to an ACD group receives an incoming call while an ACD agent is logged in An extension calls or transfers a call to an ACD group using the ACD group pilot number An incoming call is received with a DID DISA number which is assigned as an ACD pilot number Conditions None Feature Cross Reference Automatic Call Distribution ACD Input Data Ext...

Page 230: ...mber 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 41 02 01 TEL301 Mode1 Group 0 back select 41 02 nn TELnnn nnnnn ...

Page 231: ...06 to set up the Work Schedules and Work Periods for trunks Use Program 41 07 to assign the Work Schedules to the days of the week Conditions None Feature Cross Reference Automatic Call Distribution ACD Ring Groups Input Data Incoming Ring Group Number 1 100 ACD Work Period Mode Number 1 8 Item No Item Input Data Default 01 ACD Group Number 0 64 0 No Setting 0 02 Night Announcement Service 0 No 1 ...

Page 232: ... of the item you want to program 4 To select the Incoming Ring Group 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 41 03 01 INC Group1 Mode1 Group 0 back select 41 03 nn INC Groupnnn nnnnn ...

Page 233: ...ts An ACD Group can have only one supervisor In addition an extension can be a supervisor for only one ACD Group Conditions If you assign an extension as a ACD Group Supervisor in this program you cannot program the same extension as a System Supervisor in Program 41 01 01 Feature Cross Reference Automatic Call Distribution ACD Input Data ACD Group No 01 64 Item No Item Input Data Default 01 Group...

Page 234: ...e item you want to program 4 To select the ACD Group 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 41 04 01 ACD Group1 GP_Supervisor back select 41 04 nn ACD Groupnn nnnnn ...

Page 235: ...ram 41 07 This is the same program used by the Trunk 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 Program 41 03 and 41 06 ACD Pilot Number Call Any time if ACD extensions are available Conditions None Feature Cross Reference...

Page 236: ...m you want to program 4 To select the Time Pattern 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 41 05 01 Time Pttn 1 Mode1 Start_Time 00 00 back select 41 05 nn Time Pttn n nnnnn ...

Page 237: ...This is the same program used by the ACD Agent Work Schedules Conditions None Feature Cross Reference Automatic Call Distribution ACD Telephone Programming Instructions To enter data for Program 41 06 Trunk Work Schedules 1 Enter the programming mode 2 41 06 3 Enter the number of the item you want to program Input Data ACD Work Schedule Time Pattern Number 1 4 Item No Work Period Mode Number Start...

Page 238: ...rn 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section ...

Page 239: ... and the Trunk Work Schedules Program 41 06 Conditions None Feature Cross Reference Automatic Call Distribution ACD Telephone Programming Instructions To enter data for Program 41 07 ACD Weekly Schedule Setup 1 Enter the programming mode 2 41 07 Item No Day Number Time Pattern Default 01 1 Sunday 0 4 0 No ACD 0 2 Monday 0 4 0 No ACD 0 3 Tuesday 0 4 0 No ACD 0 4 Wednesday 0 4 0 No ACD 0 5 Thursday ...

Page 240: ...mber of the item you want to program 4 Enter data for the item you selected Hold 5 Enter data for the next item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 41 07 nn nnnnn ...

Page 241: ...ncement 2 No Overflow with First Announcement Only 3 No Overflow with First Second Announcements 4 Overflow with First Announcement Only 5 Overflow with First Second Announcement 6 Not Used 7 Not Used 8 No Overflow with Second Announcement Only 9 Overflow with Second Announcement Only 0 02 ACD Overflow Destination 0 No Setting 1 64 ACD Group 65 Overflow Table Program 41 09 66 Voice Mail Integratio...

Page 242: ...2 41 08 3 Enter the number of the item you want to program 4 To select the ACD Group 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 41 08 01 ACD Group1 O Flow_Mode 0 None 1 back select 41 08...

Page 243: ... Automatic Call Distribution ACD Telephone Programming Instructions To enter data for Program 41 09 ACD Overflow Table Setting 1 Enter the programming mode 2 41 09 3 Enter the number of the item you want to program Input Data ACD Group No 01 64 Item No Priority Order Number Transfer ACD Group Number with Overflow Default 01 1 7 0 65 0 No Setting 65 In Skin Voice Mail Integration 0 41 09 01 ACD Gro...

Page 244: ... 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section ...

Page 245: ...No Item Input Data Default 01 1st Delay Announcement ACI Port Number 0 96 0 No Setting 0 02 2nd Delay Announcement ACI Port Number 0 96 0 No Setting 0 03 1st Delay Announcement Connection Timer Set the time before the 1st Delay Announcement is played 0 64800 sec 4 04 2nd Delay Announcement Connection Timer Set the time the 1st Delay Announcement plays before the 2nd Delay Announcement starts to pl...

Page 246: ...Issue 4 0 UNIVERGE SV8100 4 100 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 247: ...ge Number Input the VRS Message to be played as the 1st Delay Message 0 101 0 No Message 101 Fixed Message 0 03 1st Delay Message Sending Count Input the number of times the 1st Delay Message is sent If set to 0 the message is not played 0 255 0 04 2nd Delay Message Number Input the VRS Message to be played as the 2nd Delay Message 0 101 0 No Message 101 Fixed Message 0 05 2nd Waiting Message Send...

Page 248: ...D Group 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 08 Queue Depth Announcement Input when the Queue Depth Announcement will be played 0 Disable 1 After 1st 1st 2 After 2nd 2nd 3 After 1s...

Page 249: ... Conditions The night announcement function is not available for ACD pilot number call Feature Cross Reference Automatic Call Distribution ACD Telephone Programming Instructions To enter data for Program 41 12 Night Announcement Setup 1 Enter the programming mode Input Data ACD Group Number 01 64 Item No Item Input Data Default 01 Night Announcement Source Type 0 ACI 1 VRS 0 02 Night Announcement ...

Page 250: ... to be programmed press the FLASH or the volume or keys 3 Enter data for the item you selected Hold 4 Enter data for the next item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 41 12 01 ACD Group1 NT Source 0 ACI back select 41 12 nn ACD Groupnn nnnnn ...

Page 251: ... 12 Conditions None Feature Cross Reference Automatic Call Distribution ACD Telephone Programming Instructions To enter data for Program 41 13 VRS Night Announcement 1 Enter the programming mode 2 41 13 Input Data ACD Group No 01 64 Item No Item Input Data Default 01 VRS Message Number Input the VRS Message to be used for the Night Announcement 0 100 0 No Message 0 02 Tone Kind at Message Interval...

Page 252: ...the ACD Group 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 41 13 nn ACD Groupnn nnnnn ...

Page 253: ...Up Mode Enable disable Automatic Wrap Up mode 0 After wrap up mode key is pressed Manual 1 After call is finished automatically Auto 0 03 ACD Priority for Overflow Calls Determine whether the ACD group should use its own priority assignment or if it should follow the priority assigned in Program 41 03 03 0 Own group priority 1 Priority order by Program 41 03 03 0 04 Automatic Answer at Headset Ena...

Page 254: ...0 sec 0 13 1st Data ACD Queue 1 Digit Assignment 1st Data Up to one Digit 0 1 9 Blank 2nd Data Destination Number Type 2nd Data 0 None 1 Extension or Voice Mail 2 Incoming Ring Group 3 Speed Dial Areas 4 ACD Group 0 3rd Data Destination Number 3rd Data Up to eight digits 0 1 9 Blank 14 DTMF Detection Assignment during Delay Announcement Is the DTMF Detection for Dial Out during 1 or after 0 the me...

Page 255: ...of the item you want to program 4 To select the ACD Group 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 41 14 01 ACD Group1 EMG Call Mode 0 On back select 41 14 nn ACD Groupnn nnnnn ...

Page 256: ...Issue 4 0 UNIVERGE SV8100 4 110 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 257: ...rogram 41 20 Queue Status Display Yes Queue Status Display Time Yes Alarm Yes Yes Alarm Send Time Program 41 15 02 determines the length interval of the alarm 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 15 01 is exceeded Alarm triggered after the number of calls in Program 41 20 ...

Page 258: ... 2 41 15 3 Enter the number of the item you want to program 4 To select the ACD Group 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 41 15 01 ACD Group1 ACD Alarm 0 back select 41 15 nn ACD ...

Page 259: ...or Program 41 16 ACD Threshold Overflow 1 Enter the programming mode 2 41 16 Input Data ACD Group No 01 64 Item No Item Input Data Default 01 Number of Calls in Queue Define the maximum number of calls allowed in the ACD queue before overflow occurs 0 200 0 No Limitation 0 02 Operation Mode for ACD Queue Define how the system should handle calls when the number of calls in queue exceeds the thresh...

Page 260: ...the ACD Group 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 41 16 nn ACD Groupnn nnnnn ...

Page 261: ...ns 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 Automatic Call Distribution ACD Telephone Programming Instructions To enter data for Program 41 17 ACD Login Mode Setup 1 Enter the programming mode 2 41 17 3 Enter the number of the item you want to program Input Data Extension Number Up to eight digits Item No Login Mo...

Page 262: ...e 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section ...

Page 263: ...t 01 ACD Agent Identity Code Up to four digits No Setting 02 Default ACD Group Number 0 64 0 No Setting 0 03 ACD Group Number in Mode 1 0 64 0 No Setting 0 04 ACD Group Number in Mode 2 0 64 0 No Setting 0 05 ACD Group Number in Mode 3 0 64 0 No Setting 0 06 ACD Group Number in Mode 4 0 64 0 No Setting 0 07 ACD Group Number in Mode 5 0 64 0 No Setting 0 08 ACD Group Number in Mode 6 0 64 0 No Sett...

Page 264: ...he item you want to program 4 To select the Agent Identity Code AIC 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 item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 41 18 01 AIC TBL 1 AIC Code back select 41 18 nn AIC TBL nnn nnnnn ...

Page 265: ...y must be set to 1 or higher in order for the message to play 0 No message is played 1 255 0 04 Mailbox Number for 2nd Announcement Message Assigns the Voice Mail ACD Announcement Mailboxes as the message source for the 2nd Announcement Message Dial up to eight digits No Setting 05 2nd Delay Message Sending Count Determines the 2nd Delay Message Sending Count This entry must be set to 1 or higher ...

Page 266: ...Issue 4 0 UNIVERGE SV8100 4 120 Conditions None Feature Cross Reference None ...

Page 267: ... code to Skill Table used for ACD Skill Based Routing Conditions None Feature Cross Reference Automatic Call Distribution ACD Input Data ACD Group No 01 64 Item No Item Input Data Default 01 Login ID Code Input the Login ID s to be used Up to 20 digits No Setting 02 Skill Table Number Input the Skill Table number to be used for each Login ID 0 1 512 0 ...

Page 268: ...ing Setup to assign if the ACD Group can use or not use Skill Based Routing Conditions None Feature Cross Reference Automatic Call Distribution ACD Input Data ACD Group No 01 64 Item No Item Input Data Default 01 Skill Base Routing This option determines if the Skill Based Routing is Used 1 or Not Used 0 0 Off 1 On 0 ...

Page 269: ...kill Table Setup to assign the skill level per table for each ACD Group Conditions None Feature Cross Reference Automatic Call Distribution ACD Input Data ACD Group No 01 64 Item No Item Input Data Default 01 Skill Level Input the Skill Level for each Queue for each Skill Table number 1 7 Level 1 is the highest level 1 ...

Page 270: ...p Enable Disable the availability of setting that the ACD Agent can mark the originator caller ID system base 0 Disable 1 Enable 0 02 ACD Agent Info for Caller ID Set whether the Agent ID or extension number of the ACD Agent is used to mark with the CID in the buffer 0 Agent Extension Number 1 ACD Agent ID 0 03 Caller ID Buffer Clear Timer Set time interval for clearing stored Caller ID record in ...

Page 271: ...Mailbox Number is the same as the Department Group master pilot number Use this option to select the Department Group master pilot number associated with the Group Mailbox you are programming Digits eight maximum using 0 9 No Setting entered by pressing Hold No Setting 03 Mailbox Type Mailbox Type Use this option to set the Group Mailbox type There are three types of SV8100 InMail mailboxes None 0...

Page 272: ...Issue 4 0 UNIVERGE SV8100 4 126 THIS PAGE INTENTIONALLY LEFT BLANK ...

Page 273: ...e 0 04 DTMF Receiver Busy Output 0 Not Detected 1 256 Report when the data reaches the defined value 0 05 Dial Tone Detector Busy Output 0 Not Detected 1 256 Report when the data reaches the defined value 0 06 Caller ID Receiver Busy Output 0 Not Detected 1 256 Report when the data reaches the defined value 0 07 Voice Mail Channel All Busy Output 0 Not Detected 1 256 Report when the data reaches t...

Page 274: ...ffic Report Data Setup 1 Enter the programming mode 2 90 20 3 Enter the number of the item you want to program 4 Enter data for the item you selected Hold 5 Enter data for the next item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section 90 20 01 Call Traffic 0 No back select 90 20 nn nnnnn ...

Page 275: ...c report output Conditions None Feature Cross Reference Traffic Reports Telephone Programming Instructions To enter data for Program 90 21 Traffic Report Output 1 Enter the programming mode 2 90 21 3 Enter the number of the item you want to program Input Data Item No Item Input Data Default 01 Output Port Type 0 No Setting 3 LAN 0 90 21 01 Output_Port 0 None back select 90 21 nn nnnnn ...

Page 276: ...IVERGE SV8100 4 130 4 Enter data for the item you selected Hold 5 Enter data for the next item in the program OR Press MSG once to enter a new item number OR Press MSG until you exit that series programming section ...

Page 277: ......

Page 278: ...AUTOMATIC CALL DISTRIBUTION ACD INSTALLATION MANUAL NEC Corporation of America Issue 4 0 ...

Reviews:

No comments

Brands by name

Popular brands

Load more brands