NEC Aspire Manual page 75

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Product Description
Enhanced DSS Operation
A programmed extension user can use their DSS Console to monitor the status of the ACD
Agents within a group. The DSS Console is an essential tool for supervisors. The console key
ßash rates tell the supervisor at a glance which of the group's agents are:
- Logged onto the group (i.e., in service)
- Logged out of the group (i.e., out of service)
- Busy on a call
- Placing an Emergency Call to the supervisor
- Not available or installed
The ACD Supervisor can also use their console for placing and transferring calls - just like
any other extension user.
Flexible Time Schedules
An ACD Work Schedule lets you divide a day into segments (called Work Periods) for sched-
uling the activity in your ACD Groups. You can set up four distinct Work Schedules, with up
to eight Work Periods in each Work Schedule. Each day of the week has one Work Schedule,
but different days can share the same schedule. For example, your Monday through Friday
Work Schedule could consist of only two Work Periods. Work Period 1 could be from 8:00
AM to 5:00 PM - when your business is open. Work Period 2 could be from 5:00 PM to 8:00
AM - which covers those times when your business is closed.
Headset Operation (With Automatic Answer)
An ACD Agent or ACD Group Supervisor can utilize a customer-provided headset in place of
the handset. The headset conveniently frees up the user's hands for other work and provides
privacy while on the call. In addition, an ACD Agent with a headset can have Automatic
Answer. This allows an agent busy on a call to automatically connect to the next waiting call
when they hang up.
Incoming Call Routing
Incoming trunk calls can automatically route to speciÞc 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 phone. There are two types of Rest Mode:-
- Manual Rest Mode
An ACD Agent can enable Manual Rest Mode anytime they want to temporarily log out of
the ACD Group. They might want to do this if they go to a meeting or get called away
from their work area. While logged out, calls to the ACD Group will not ring the agent's
phone.
- Automatic Rest Mode
When an ACD Group has Automatic Rest Mode, the system will automatically put an
agent's phone in Rest Mode if it is not answered. This ensures callers won't have to wait
while ACD rings an extension that won't be answered. For keysets, the system enables
Automatic Rest Mode for all phones with Rest Mode keys. For SLTs, you must set an
option in programming to enable Automatic Rest Mode. If an agent's phone 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 phone, 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 ßash
to indicate a pre-Rest Mode status. When the current call is Þnished, the agent's phone 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 deÞned in system programming for
each ACD group. Note that an ACD System Supervisor cannot be placed in Rest Mode.
Section 3: Features
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