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UNIVERGE SV8100
Issue 5.0
Automatic Call Distribution (ACD)
1 - 67
ACD Skill Based Routing
With V5.0 or higher CPU Software, th esystem can receive and distribute ACD calls based on the
Agents’s skill level. There are seven priority levels that the Agents can be set to for each ACD queue.
Each queue can have a different priority level. This works for both AIC and Normal Agenst. The skill
levels are based on the Login ID that the Agents use. Refer to the ACD Installation Manual for more
information on how to set this up.
Conditions
System:
z
InMail can be used to play ACD Delay Announcements.
z
If all agents are logged out of an ACD Queue, a transferred call to the ACD Pilot number
recalls immediately back to the transferring party.
z
If all agents are logged out of an ACD Queue trunk call directly, ringing the Queue is placed
in queue.
z
If defined in Program 22-11-03, DID calls in queue display the trunk name with the Queue
Status feature.
z
When Program 12-07-01 is customized, an agent’s display does not indicate the WAIT
ACD LOGIN status, however an agent may still log in.
z
Conversation Recording is programmed system-wide – it is not ACD feature-specific.
z
Refer to the
UNIVERGE SV8100 ACD Manual
for additional information.
z
Up to 16 channels (speech paths) are available when using the DSP with VRS installed on
the CD-CP00 for messages.
z
When the PGD(2)-U10 ADP is providing the 1st Delay Announcements, it continues to play
until the call is answered, abandoned, or the timer in 41-10-04 expires and starts to play the
2nd Delay Announcement. The 2nd Delay Announcement continues to play until the call is
answered, abandoned, or the timer in 41-10-05 expires and drops the call. This message
does not start from the beginning because it is on a constant loop.
z
The Dial Out of Queue feature is not supported during InMail Delay Announcements.
z
Wireless DECT (SIP)
is not supported with ACD.
z
When all InMail talk paths (ports) are simultaneously being accessed by InMail Mailbox
subscribers or Voice Mail Delay Announcements, or combination of the two, the next
incoming call to the InMail will Ring No Answer until an available talk path becomes idle
(First Come – First Served).
z
When Voice Mail Delay Announcements are being played, InMail talk paths (ports) are
used.
z
InMail cannot be used for ACD Night Announcement.
Summary of Contents for Univerge SV8100
Page 1: ...Features and Specifications Manual Issue 5 0 December 2010...
Page 2: ......
Page 26: ...Issue 5 0 UNIVERGE SV8100 1 16 Account Code Entry THIS PAGE INTENTIONALLY LEFT BLANK...
Page 30: ...Issue 5 0 UNIVERGE SV8100 1 20 Alarm THIS PAGE INTENTIONALLY LEFT BLANK...
Page 42: ...Issue 5 0 UNIVERGE SV8100 1 32 Alarm Reports...
Page 56: ...Issue 5 0 UNIVERGE SV8100 1 46 Ancillary Device Connection THIS PAGE INTENTIONALLY LEFT BLANK...
Page 58: ...Issue 5 0 UNIVERGE SV8100 1 48 Answer Hold Required Component s Not Applicable...
Page 64: ...Issue 5 0 UNIVERGE SV8100 1 54 Answer Key THIS PAGE INTENTIONALLY LEFT BLANK...
Page 80: ...Issue 5 0 UNIVERGE SV8100 1 70 Automatic Call Distribution ACD Required Software None...
Page 100: ...Issue 5 0 UNIVERGE SV8100 1 90 Automatic Call Distribution ACD...
Page 129: ...UNIVERGE SV8100 Issue 5 0 Background Music 1 119 THIS PAGE INTENTIONALLY LEFT BLANK...
Page 130: ...Issue 5 0 UNIVERGE SV8100 1 120 Background Music...
Page 136: ...Issue 5 0 UNIVERGE SV8100 1 126 Barge In THIS PAGE INTENTIONALLY LEFT BLANK...
Page 140: ...Issue 5 0 UNIVERGE SV8100 1 130 Battery Backup System Power Programming None Operation None...
Page 146: ...Issue 5 0 UNIVERGE SV8100 1 136 Call Appearance CAP Keys THIS PAGE INTENTIONALLY LEFT BLANK...
Page 198: ...Issue 5 0 UNIVERGE SV8100 1 188 Call Monitoring THIS PAGE INTENTIONALLY LEFT BLANK...
Page 202: ...Issue 5 0 UNIVERGE SV8100 1 192 Call Redirect THIS PAGE INTENTIONALLY LEFT BLANK...
Page 208: ...Issue 5 0 UNIVERGE SV8100 1 198 Call Waiting Camp On THIS PAGE INTENTIONALLY LEFT BLANK...
Page 214: ...Issue 5 0 UNIVERGE SV8100 1 204 Callback...
Page 232: ...Issue 5 0 UNIVERGE SV8100 1 222 Caller ID...
Page 240: ...Issue 5 0 UNIVERGE SV8100 1 230 Caller ID Flexible Ringing THIS PAGE INTENTIONALLY LEFT BLANK...
Page 254: ...Issue 5 0 UNIVERGE SV8100 1 244 Central Office Calls Answering...
Page 266: ...Issue 5 0 UNIVERGE SV8100 1 256 Central Office Calls Placing...
Page 292: ...Issue 5 0 UNIVERGE SV8100 1 282 Clock Calendar Display THIS PAGE INTENTIONALLY LEFT BLANK...
Page 302: ...Issue 5 0 UNIVERGE SV8100 1 292 Code Restriction...
Page 314: ...Issue 5 0 UNIVERGE SV8100 1 304 Code Restriction Override Walking Code Restriction 763...
Page 318: ...Issue 5 0 UNIVERGE SV8100 1 308 Code Restriction Dial Block Related Features None...
Page 322: ...Issue 5 0 UNIVERGE SV8100 1 312 Code Restriction Dial Block...
Page 325: ...UNIVERGE SV8100 Issue 5 0 Conference 1 315 Required Component s None Related Features None...
Page 332: ...Issue 5 0 UNIVERGE SV8100 1 322 Conference...
Page 352: ...Issue 5 0 UNIVERGE SV8100 1 342 Delayed Ringing...
Page 364: ...Issue 5 0 UNIVERGE SV8100 1 354 Department Calling...
Page 374: ...Issue 5 0 UNIVERGE SV8100 1 364 Department Call Forward THIS PAGE INTENTIONALLY LEFT BLANK...
Page 378: ...Issue 5 0 UNIVERGE SV8100 1 368 Department Step Calling THIS PAGE INTENTIONALLY LEFT BLANK...
Page 388: ...Issue 5 0 UNIVERGE SV8100 1 378 Dialing Number Preview THIS PAGE INTENTIONALLY LEFT BLANK...
Page 394: ...Issue 5 0 UNIVERGE SV8100 1 384 Digital Trunk Clocking THIS PAGE INTENTIONALLY LEFT BLANK...
Page 440: ...Issue 5 0 UNIVERGE SV8100 1 430 Direct Station Selection DSS Console Required Component s None...
Page 448: ...Issue 5 0 UNIVERGE SV8100 1 438 Direct Station Selection DSS Console...
Page 456: ...Issue 5 0 UNIVERGE SV8100 1 446 Directory Dialing THIS PAGE INTENTIONALLY LEFT BLANK...
Page 468: ...Issue 5 0 UNIVERGE SV8100 1 458 Do Not Disturb 4 Call Forwards Blocked...
Page 476: ...Issue 5 0 UNIVERGE SV8100 1 466 Door Box THIS PAGE INTENTIONALLY LEFT BLANK...
Page 484: ...Issue 5 0 UNIVERGE SV8100 1 474 DT700 Large LED Indication THIS PAGE INTENTIONALLY LEFT BLANK...
Page 498: ...Issue 5 0 UNIVERGE SV8100 1 488 Embedded VRS THIS PAGE INTENTIONALLY LEFT BLANK...
Page 510: ...Issue 5 0 UNIVERGE SV8100 1 500 Flexible Length DDI...
Page 548: ...Issue 5 0 UNIVERGE SV8100 1 538 Forced Trunk Disconnect THIS PAGE INTENTIONALLY LEFT BLANK...
Page 553: ...UNIVERGE SV8100 Issue 5 0 Group Call Pickup 1 543 Dial 868 and the group number 1 9 or 01 64...
Page 554: ...Issue 5 0 UNIVERGE SV8100 1 544 Group Call Pickup THIS PAGE INTENTIONALLY LEFT BLANK...
Page 564: ...Issue 5 0 UNIVERGE SV8100 1 554 Handsfree and Monitor THIS PAGE INTENTIONALLY LEFT BLANK...
Page 576: ...Issue 5 0 UNIVERGE SV8100 1 566 Headset Operation THIS PAGE INTENTIONALLY LEFT BLANK...
Page 584: ...Issue 5 0 UNIVERGE SV8100 1 574 Hold THIS PAGE INTENTIONALLY LEFT BLANK...
Page 588: ...Issue 5 0 UNIVERGE SV8100 1 578 Hot Key Pad THIS PAGE INTENTIONALLY LEFT BLANK...
Page 602: ...Issue 5 0 UNIVERGE SV8100 1 592 Hotel Motel...
Page 610: ...Issue 5 0 UNIVERGE SV8100 1 600 Hotline THIS PAGE INTENTIONALLY LEFT BLANK...
Page 612: ...Issue 5 0 UNIVERGE SV8100 1 602 Howler Tone Service THIS PAGE INTENTIONALLY LEFT BLANK...
Page 620: ...Issue 5 0 UNIVERGE SV8100 1 610 Intercom THIS PAGE INTENTIONALLY LEFT BLANK...
Page 642: ...Issue 5 0 UNIVERGE SV8100 1 632 ISDN Compatibility THIS PAGE INTENTIONALLY LEFT BLANK...
Page 646: ...Issue 5 0 UNIVERGE SV8100 1 636 Last Number Redial THIS PAGE INTENTIONALLY LEFT BLANK...
Page 652: ...Issue 5 0 UNIVERGE SV8100 1 642 Line Preference THIS PAGE INTENTIONALLY LEFT BLANK...
Page 656: ...Issue 5 0 UNIVERGE SV8100 1 646 Long Conversation Cutoff...
Page 662: ...Issue 5 0 UNIVERGE SV8100 1 652 Loop Keys THIS PAGE INTENTIONALLY LEFT BLANK...
Page 682: ...Issue 5 0 UNIVERGE SV8100 1 672 Memo Dial THIS PAGE INTENTIONALLY LEFT BLANK...
Page 685: ...UNIVERGE SV8100 Issue 5 0 Message Waiting 1 675 Required Component s None...
Page 694: ...Issue 5 0 UNIVERGE SV8100 1 684 Microphone Cutoff THIS PAGE INTENTIONALLY LEFT BLANK...
Page 717: ...UNIVERGE SV8100 Issue 5 0 Mobile Extension 1 707 THIS PAGE INTENTIONALLY LEFT BLANK...
Page 718: ...Issue 5 0 UNIVERGE SV8100 1 708 Mobile Extension...
Page 725: ...UNIVERGE SV8100 Issue 5 0 Music on Hold 1 715...
Page 726: ...Issue 5 0 UNIVERGE SV8100 1 716 Music on Hold...
Page 727: ...UNIVERGE SV8100 Issue 5 0 Music on Hold 1 717 Operation None...
Page 728: ...Issue 5 0 UNIVERGE SV8100 1 718 Music on Hold THIS PAGE INTENTIONALLY LEFT BLANK...
Page 754: ...Issue 5 0 UNIVERGE SV8100 1 744 One Touch Calling THIS PAGE INTENTIONALLY LEFT BLANK...
Page 766: ...Issue 5 0 UNIVERGE SV8100 1 756 OPX Off Premise Extension THIS PAGE INTENTIONALLY LEFT BLANK...
Page 774: ...Issue 5 0 UNIVERGE SV8100 1 764 Paging External THIS PAGE INTENTIONALLY LEFT BLANK...
Page 778: ...Issue 5 0 UNIVERGE SV8100 1 768 Paging External VRS...
Page 784: ...Issue 5 0 UNIVERGE SV8100 1 774 Paging Internal THIS PAGE INTENTIONALLY LEFT BLANK...
Page 788: ...Issue 5 0 UNIVERGE SV8100 1 778 Park Required Component s None...
Page 796: ...Issue 5 0 UNIVERGE SV8100 1 786 Park...
Page 800: ...Issue 5 0 UNIVERGE SV8100 1 790 Power Failure Transfer THIS PAGE INTENTIONALLY LEFT BLANK...
Page 806: ...Issue 5 0 UNIVERGE SV8100 1 796 Prime Line Selection THIS PAGE INTENTIONALLY LEFT BLANK...
Page 812: ...Issue 5 0 UNIVERGE SV8100 1 802 Private Line THIS PAGE INTENTIONALLY LEFT BLANK...
Page 832: ...Issue 5 0 UNIVERGE SV8100 1 822 Q Sig THIS PAGE INTENTIONALLY LEFT BLANK...
Page 836: ...Issue 5 0 UNIVERGE SV8100 1 826 Redial Function THIS PAGE INTENTIONALLY LEFT BLANK...
Page 840: ...Issue 5 0 UNIVERGE SV8100 1 830 Repeat Redial THIS PAGE INTENTIONALLY LEFT BLANK...
Page 858: ...Issue 5 0 UNIVERGE SV8100 1 848 Room Monitor Multiline Room Monitoring...
Page 868: ...Issue 5 0 UNIVERGE SV8100 1 858 Secretary Call Buzzer THIS PAGE INTENTIONALLY LEFT BLANK...
Page 884: ...Issue 5 0 UNIVERGE SV8100 1 874 Serial Call THIS PAGE INTENTIONALLY LEFT BLANK...
Page 896: ...Issue 5 0 UNIVERGE SV8100 1 886 Single Line Telephones THIS PAGE INTENTIONALLY LEFT BLANK...
Page 942: ...Issue 5 0 UNIVERGE SV8100 1 932 Speed Dial Telephone Book THIS PAGE INTENTIONALLY LEFT BLANK...
Page 960: ...Issue 5 0 UNIVERGE SV8100 1 950 Station Message Detail Recording SMDR Flowchart...
Page 961: ...UNIVERGE SV8100 Issue 5 0 Station Message Detail Recording 1 951 SMDR Flowchart Continued...
Page 962: ...Issue 5 0 UNIVERGE SV8100 1 952 Station Message Detail Recording SMDR Flowchart Continued...
Page 996: ...Issue 5 0 UNIVERGE SV8100 1 986 Toll Restriction THIS PAGE INTENTIONALLY LEFT BLANK...
Page 998: ...Issue 5 0 UNIVERGE SV8100 1 988 Toll Restriction In Credit THIS PAGE INTENTIONALLY LEFT BLANK...
Page 1000: ...Issue 5 0 UNIVERGE SV8100 1 990 Toll Restriction Override THIS PAGE INTENTIONALLY LEFT BLANK...
Page 1002: ...Issue 5 0 UNIVERGE SV8100 1 992 Toll Restriction Dial Block THIS PAGE INTENTIONALLY LEFT BLANK...
Page 1024: ...Issue 5 0 UNIVERGE SV8100 1 1014 Transfer...
Page 1038: ...Issue 5 0 UNIVERGE SV8100 1 1028 Trunk Port Disable THIS PAGE INTENTIONALLY LEFT BLANK...
Page 1084: ...Issue 5 0 UNIVERGE SV8100 1 1074 User Programming Ability Programming None Operation None...
Page 1123: ...UNIVERGE SV8100 Issue 5 0 Voice Over 1 1113 Required Component s None...
Page 1126: ...Issue 5 0 UNIVERGE SV8100 1 1116 Voice Over THIS PAGE INTENTIONALLY LEFT BLANK...
Page 1150: ...Issue 5 0 UNIVERGE SV8100 1 1140 Voice Response System VRS THIS PAGE INTENTIONALLY LEFT BLANK...
Page 1168: ...Issue 5 0 UNIVERGE SV8100 1 1158 Warning Tone for Long Conversation Default Setting Disabled...
Page 1173: ...This page intentionally left blank...