NEC Univerge SV9100, Features And Specifications

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Conversation Recording is programmed system-wide
– it is not Contact Centre
feature-specific.
Up to 16 channels (speech paths) are available when using the DSP with VRS installed on
the GCD-CP10 for messages.
When the PGD(2)-U10 ADP is providing the 1st Delay Announcements, it continues to play
until the call is answered, abandoned, or the time 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 time in 41-10-05 expires and drops the call. This message
does not start from the beginning because it is on a constant loop.
The Dial Out of Queue feature is not supported during InMail Delay Announcements.
Wireless DECT (SIP) is not supported with Contact Centre.
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).
When Voice Mail Delay Announcements are being played, InMail talk paths (ports) are
used.
InMail cannot be used for Contact Centre Night Announcement.
Program 41-08-03: Contact Centre Overflow Options
– Delay Announcement Source Type.
The ACI port used for the Contact Centre Delay Announcements is programmed like Music
on Hold (MOH) ACI ports. Refer to the MOH
Music on Hold .
Contact Centre can only support one Music on Hold source.
When an agent is in a Ring Group and logged in, it will not ring when a call comes to the
Ring Group. It will ring when logged out.
If a phone has never been brought up and is assigned as an agent, the system will have to
be reset before the phone is able to login.
The End of Work Key (
*
14) from a System Supervisor will only put Contact Centre Groups
that have Normal Agents logged in into the End of Work. Groups that only have AIC agents
will not be put in the End of Work.
If the Help key is pressed when an Agent is logged in, calls in Queue are not received until
the Agent exits the Help menu.
When Contact Centre delay announcements are used, and a call is delivered to an
available Contact Centre agent, the agent MLT display may show one or two exclamation
points while the call is ringing.
One exclamation point
– indicates the incoming caller has queued long enough to hear the
first delay announcement.
Two exclamation points
– the caller has been in queue and heard both the first and second
delay announcements.
If a Contact Centre Agent places a Contact Centre call on hold to answer an incoming non-
Contact Centre call (Trunk or Station), the system will offer another Contact Centre call to the
Agent when the non-Contact Centre call terminates. To prevent the second Contact Centre
call from being sent, it is recommended the Agent go into the break or wrap mode before
finishing the non-Contact Centre call.
On Contact Centre extensions, Hold Recall to Operator is not supported .