NEC Univerge SV8100, Installation Manual

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Issue 4.0 UNIVERGE SV8100
3 - 66
Multiple ACD Groups Programmed As Overflow Destination
The system can be programmed to transfer an overflow call to a specific ACD Group
using Program 41-09-01. (In order to overflow to voice mail, offsite via a speed dial
bin, Ring Group, use Program 41-08-02.) This option allows you to set the priority of
each of the defined overflow destinations. Up to seven different ACD Groups can be
programmed as overflow destinations for each group. The system, however, will not
allow you to program an ACD Group with that same ACD Group as the overflow.
(Example: ACD Group 1 cannot overflow to ACD Group 1.)
Temporary Override of the Overflow Destination
The system can be programmed to temporarily transfer overflow calls to a specific
ACD Group using the ACD Overflow Control Programmable Function Key (Program
15-07-01, *18). When this key is active, the system will disregard PRG 41-08-XX for
the Queue that they are a Supervisor of and follow PRG 41-08-XX for the destination
and timer of the Queue assigned under the key. Only ACD Supervisors and ACD
Group Supervisors can use this key. If both the Supervisor and Group Supervisor
activate the temporary overflow for 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 = Overflow with 1st Announcement Only
For overflow modes 2 and 4, the system handles overflow timing and playing of the
1st Announcement Message to callers based on the interaction of the following ACD
programming:

41-08-04 ACD Overflow Options – ACD Overflow Transfer Time
Overflow out of the ACD queue (mode 4 only) occurs after this timer
expires. The system starts this timer as soon as a call goes into queue.
Disable this timer (0) if you want queued callers to stay in queue until they
are answered or they hang up. When it times 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).

41-10-03 ACI Delay Announcement – 1st Delay Announcement Connection
Timer
For each ACD group (01~64), determine how long the system waits before
playing the Delay Message (0~64800 seconds).