NEC Univerge SV9100, Features And Specifications

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waiting call rings into the first agent in either group that becomes free.
You can assign a Contact Centre Group with any combination of 1st Announcement, 2nd Announcement
and overflow methods. You can have, for example, a Technical Service group that plays only the 2nd
Announcement to callers and then immediately overflows to Voice Mail. At the same time, you can have
a Customer Service group that plays both announcements and does not overflow.
You can assign a Contact Centre Group to play the Queue Depth only when using the VRS for message.
The Queue Depth can be played after the 1st Announcement only, 2nd Announcement only, or after both
Announcements.
Dial Out of Delay Announcements
When listening to a VRS delay announcement, the caller can press a 1-key option to transfer them to
another extension, Voice Mail, Ring Group, another Contact Centre Group, or to a Speed Dial bin. The
caller can press the digit during the message only or for X seconds after the message. This per Queue
option effects both the first and second delay announcement if set.
VRS Delay Announcements Using InMail
InMail can provide Contact Centre Delay Announcements. Any of the 32 (1~32) InMail Routing
mailboxes (Program 47-07-01) can be set to Announcement mailboxes and can be used as the
message source for the 1st and 2nd Announcement Messages. This option is applicable only to Contact
Centre Overflow modes that are assigned Contact Centre delayed messages and Program 41-08-03
must be set to 2.
Agent Log In and Log Out Services
A Contact Centre Agent can log in and log out of their Contact Centre Group. While logged in, the agent
is available to receive Contact Centre Group calls. When logged out, the agent is excluded from the
group calls. The programmable keys and Alphanumeric Display on an agent telephone show at a glance
when they are logged in or logged out.
Agent Identity Code (AIC)
An Agent Identity Code (AIC) allows Contact Centre agents to log in any extension without setting
Program 41-02-01. Using AIC, Contact Centre agents can also log in to multiple Contact Centre groups
at the same time (up to 64 Contact Centre Groups). The system also allows all extensions (up to the
system maximum) to log in using the same AIC code. AIC and Contact Centre groups for each work
period (mode pattern number) can be set in Program 41-18-01 as shown in the following example.
Table
#
AIC
Operation
Group
1 2
Mode Pattern Number
3 4 5 6 7 8
1 789 1 1 1 - - - - - -
2 789 1 2 1 - - - - - -
3 789 1 16 1 - - - - - -
4 567 10 10 10 10 10 10 10 10 10
5 678 2 2 2 2 2 2 2 2 2
6 678 2 3 3 3 3 3 3 3 3
7 678 2 5 5 5 5 5 5 5 5