NEC Univerge SV8100, Features & Specifications Manual

Page: 72 / 1174

Issue 5.0 UNIVERGE SV8100
1 - 62 Automatic Call Distribution (ACD)
Automatic Rest Mode:
When an ACD Group has Automatic Rest Mode, the system automatically puts an agent’s telephone in Rest
Mode if it is not answered. This ensures callers do not have to wait while ACD rings an extension that is not
answered. For multiline terminals, the system enables Automatic Rest Mode for all telephones with Rest Mode
keys. For single line telephones, you must set an option in programming to enable Automatic Rest Mode. If an
agent’s telephone is placed into Rest Mode because a call is not answered, the agent needs to manually
cancel Rest Mode to log back into the ACD group.
With a Rest Mode key programmed on an ACD agent’s telephone, when the agent is in rest mode, the key is
lit. If the Rest Mode key is pressed while an agent is on a call, the key flashes to indicate a pre-Rest Mode
status. When the current call is finished, the agent’s telephone is in rest mode. The agent can place intercom
calls or receive direct incoming calls while in Rest Mode. The ability to receive incoming intercom calls is
defined in system programming for each ACD group.
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An ACD System Supervisor cannot be placed in Rest Mode.
Supervisor, ACD Group
You can designate an extension in an ACD Group to be the group supervisor. Once assigned as an ACD
Group Supervisor, the user can:
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Take the entire ACD Group out of service.
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Check the log out status of each agent after the group is taken down.
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Restore the ACD Group to service.
During programming, you can choose one of three modes of operation for each ACD Group supervisor:
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Supervisor’s extension cannot receive calls to the ACD Group.
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Supervisor’s extension can receive only ACD Group calls during overflow conditions.
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Supervisor’s extension receives calls just like any other ACD Group agent.
An ACD Group can have only one supervisor. An extension can be a supervisor for only one ACD
Group.
Supervisor, ACD System
You can designate an extension as an ACD System Supervisor. Once assigned as an ACD System
Supervisor, the user can:
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Take all the system ACD Groups out of service simultaneously.
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Check the log out status of each agent after the groups are taken down.

Restore all the ACD Groups to service simultaneously.
The system can have only one ACD System Supervisor.