NEC UNIVERGE SV8100 Features & Specifications Manual page 74

Issue 5.0
When the key is . . .
Enhanced Supervisor Options:
An ACD supervisor can individually assign extensions to ACD Groups, and set an agent's status once
assigned. This provides the supervisor with tremendous flexibility to reassign agents as work loads vary.
Queue Status Display with Scrolling:
When all agents in an ACD Group are unavailable, an incoming call queues and causes the Queue Status
Display to occur on the ACD Group Supervisor and/or agent's display (based on the Class of Service). The
display helps the supervisor keep track of the traffic load in their group. Any display multiline terminal can have
a Queue Status Display Check programmable function key. The multiline terminal user can press this key
anytime while idle, and using the VOL (
Groups. The Queue Status Displays shows (see the Queue Status Display illustration below):
The number of calls queued.
o
The trunk that has been waiting the longest, and how long it has been waiting.
o
For each ACD Group, you can set the following conditions:
The number of trunks that can wait in queue before the Queue Status Display occurs.
o
How often the time in queue portion of the display reoccurs (see the Queue Status display Timing
o
illustration below).
Queue Status Display holding time.
o
Queue Status Alarm enable/disable.
o
Queue Status Alarm sending time.
o
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BLF For ACD Agents (Continued)
BLF For Co-Workers That Are Not ACD Agents
Off
On
Fast
s
) and VOL (
The number of
calls in queue.
Name of trunk that has
been queued the longest.
Your co-worker is . . .
Idle
Busy or ringing
Flash In Do Not Disturb – All calls (option 3)
or Intercom calls (option 2)
t
), scroll through the Queue Status Displays of all the ACD
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UNIVERGE SV8100
How long the longest queued
call has been waiting.
Automatic Call Distribution (ACD)