NEC Xen IPK Features & Specifications Manual page 94

July 2003
SERVICE
CONDITIONS
84 – A20
Answer/Release-Headset
This feature allows an Agent, that is using a headset, to answer or release
an ACD call. This feature uses the Headset On/Off key that is assigned on a
line key in System Programming.
Volume Control-Headset
This feature allows Agents to control the receiving level at their station,
independent of the level of the incoming calls.
Control of Night Mode
This feature allows the Supervisor to activate Night Mode. This feature can
be activated and deactivated by the NT key that is programmed on a
Feature Access or One-Touch key on the Supervisor terminal.
Monitoring (Barge-In)
This feature allows the Supervisor to monitor calls at an Agent Position. This
feature is activated by key operation on the Supervisor Terminal. During
monitoring, the Conference LED lights at both terminals involved.
Restrictions
An alert tone is provided for the Monitoring feature.
Agents can log off or enter Break Mode from their station only when it
is idle.
While an ACD Agent is logged on, Call Forwarding set at this station
does not function.
ACD Agents do not receive another ACD call if an existing ACD call is
on hold or is call parked. When the held or call parked call is
terminated, the ACD Agent can receive ACD calls again.
For correct MIS reporting, agents should exit Break Mode before
logging off.
If an agent logs on with an outside call on hold, the status of the agent
on the MIS terminal will show Available, but the system will not
distribute an ACD call to the agent until the held call is terminated or
transferred to another user.
General
Break Mode Set allow/deny is assigned by Class of Service.
When calls are transferred to an ACD Pilot number using Call
Appearance keys, these keys stay lit until the calls are answered and
released by Agents.
While the Agent is in Break Mode, the Busy Lamp Field (BLF)
flashes red.
NEC Business Solutions Ltd
Automatic Call Distribution (ACD)