NEC Univerge SV8100 Features And Specifications Manual page 116

Issue 13.0
Programmable Wrap-up Timer
When an agent finishes their call, the system automatically starts a wrap-up timer and blocks any ACD
calls to the agent. This gives them time to complete important logs and records before a new call comes
in. When the time expires, the system returns the agent to the ACD Group to handle new callers.
MIS
The UNIVERGE SV8100 ACD MIS is a series of Windows
enhance the ACD features of the UNIVERGE SV8100 Telephone System. The software displays both
real-time data and historical reports. The UNIVERGE SV8100 ACD MIS is supported on Windows XP,
Windows Vista 32-bit, and Windows 7 32- and 64-bit. Refer to the UNIVERGE SV8100 ACD MIS
Supervisors Manual for more information.
ACD Group as Overflow Destination
The system can transfer an overflow call to a specific ACD Group, off-site via a speed dial bin, Ring
Group or to voice mail using Program 41-09-01. When Program 41-08-02: ACD Overflow Destination
has the ACD Overflow Destination set to 65, the system overflows the call to the ACD Group
programmed in Program 41-09-01. (The system does not allow you to program an ACD group with that
ACD group as the overflow.) If, while the call is ringing, the extension where the call was transferred
becomes available, both the extension and the overflow ACD group ring.
ACD Skill Based Routing (Version 5000 or higher is required)
With Version 5000 or higher CPU Software, the system can receive and distribute ACD calls based on
the Agent's skill level. There are seven priority levels that the Agents can be set to for each ACD Queue.
Each queue can have a different priority level. This works for both AIC and Normal Agents. The Skill
levels are based on the Login ID that the Agents use. Both the V5000 Enhancement license (0034) and
the ACD Advance license (2105) are required. Refer to the ACD Installation Manual for more
information on how to set this up.
ACD Caller ID Based Routing (Version 8000 or higher is required)
The SV8100 can allocate an ACD incoming call to an agent by using Caller ID registered in a buffer.
This is done when an ACD Agent presses the [ACD Caller ID Marking Setup] Function Key and marks
information of the caller when he thinks this caller would call again. By the ACD Agent pressing the
Function Key that marks the Caller ID to the system, the next time the same Caller ID calls back into
ACD, the Caller ID based routing tries to route the call to the agent that marked the call. It provides
smoother call center operation. ACD Caller ID based Routing requires both the V8000 Enhancement
license (0037) and the ACD Advance license (2105).
Conditions
System:
The Call Duration Timer (Program 20-13-36) is not displayed for inbound ACD calls.

VM8000 InMail can play ACD Delay Announcements.

2 - 82
®
-based software programs designed to
Automatic Call Distribution (ACD)
UNIVERGE SV8100