NEC Xen IPK Features & Specifications Manual page 100

July 2003
SERVICE
CONDITIONS
90 – A21
Headset Volume Control
An agent can control the volume of the headset independently of the volume
of the handset.
Control of Night Mode
The supervisor can activate or deactivate Night Mode using an NT key
programmed on a Feature Access or One-Touch key on the supervisor
terminal. A supervisor can also place an individual queue in night mode
using softkeys once logged on. Each queue can be set to follow or ignore
system night mode. If a queue is set to ignore, it can be placed in night
mode only if the supervisor logs in and manually places it in night mode
using softkeys.
Monitoring (Barge-In)
The supervisor can monitor calls at an agent position using a key operation
on the supervisor terminal. The conference LED is on at each involved
terminal during monitoring.
Data Assignment:
A default alert tone is provided for Barge-In Monitoring.
Restrictions:
An agent can logoff or enter Break or Wrap mode only when the
station is idle. The agent can request these conditions by pressing the
applicable softkey during an ACD call. The last entered request is
carried out when the telephone returns to idle.
An agent cannot receive another ACD call while an existing ACD call is
on hold. After the held call is terminated, the agent can then receive
ACD calls.
Agents and supervisors must have a multiline terminal with display
and softkeys.
Agent telephones always follow forwarding including ACD calls. The
forwarding timers must be verified to ensure that they do not conflict
with agent operation or the automatic logout.
Incoming ACD calls cannot be received during Break or Wrap Mode.
General
The LED for a Call Appearance key used to transfer a call to an ACD
pilot number remains on until the call is answered by the ACD card.
While an agent is logged on, call forwarding set at this station functions
and includes calls transferred from ACD.
After the agent dials the ACD(8)-U( ) ETU, all agent functions are
accessed using softkeys.
Any agent in an ACD Group can press their logoff key to busy out the
station. The station user can then originate calls or receive calls
directed to the station number but not to the ACD Group number.
NEC Business Solutions Ltd
Automatic Call Distribution (ACD Plus)