NEC ELECTRA ELITE IPK II, Руководство по функциям и спецификациям

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Electra Elite IPK II Document Revision 1
Automatic Call Distribution (ACD) 2 - 51
Incoming Call Routing
Incoming trunk calls can automatically route to specific ACD Groups. These types of calls ring directly
into the ACD Group without being transferred by a co-worker or the Automated Attendant.
Rest Mode
Rest Mode temporarily logs-out an ACD agent’s telephone. There are two types of Rest Mode:
Manual Rest Mode:
An ACD Agent can enable Manual Rest Mode anytime they want to temporarily leave the ACD Group. They
might want to do this if they go to a meeting or get called away from their work area. While in Rest Mode, calls
to the ACD Group will not ring the agent’s telephone.
Automatic Rest Mode:
When an ACD Group has Automatic Rest Mode, the system will automatically put an agent’s telephone in Rest
Mode if it is not answered. This ensures callers will not have to wait while ACD rings an extension that will not
be 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 will need to
manually cancel Rest Mode in order 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 will
be lit. If the Rest Mode key is pressed while an agent is on a call, the key will flash to indicate a pre-Rest Mode
status. When the current call is finished, the agent’s telephone will be 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. Note that 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’s 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 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 only receive 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. In addition, an extension can be a supervisor for only one
ACD Group.