Download Table of Contents
Share
Print this page
NEC univerge sv8100 Installation Manual
  1. Manuals
  2. Brands
  3. NEC Manuals
  4. Telephone Accessories
  5. Univerge SV8100
  6. Installation manual

NEC univerge sv8100 Installation Manual

Automatic call distribution acd
Hide thumbs Also See for univerge sv8100:
Table of Contents

Advertisement

Quick Links

Download this manual See also: Administration Manual, Administrator's Manual
A
C
D
(ACD)
UTOMATIC
ALL
ISTRIBUTION
I
M
NSTALLATION
ANUAL
INT-2039
Issue 4.0

Advertisement

Table of Contents
loading

Related Manuals for NEC univerge sv8100

Summary of Contents for NEC univerge sv8100

  • Page 1 (ACD) UTOMATIC ISTRIBUTION NSTALLATION ANUAL INT-2039 Issue 4.0...
  • Page 3 NEC Corporation of America reserves the right to change the specifications, or features, at any time, without notice. NEC Corporation of America has prepared this document for use by its employees and customers. The information contained herein is the property of NEC Corporation of America and shall not be reproduced without prior written approval from NEC Corporation of America.

  • Page 5: Table Of Contents

    TABLE OF CONTENTS ___________________________________________________________________________________ Chapter 1 Introduction Section 1 What is ACD? ..................1-1 Equitable Distribution of Calls Among Agents ..........1-1 Unique Considerations ................1-2 Chapter 2 Setting Up ACD for the First Time Section 1 Arrange Extensions into ACD Groups ..........2-1 Section 2 Set Up Work Schedules and Work Periods ..........
  • Page 6 Issue 4.0 UNIVERGE SV8100 ___________________________________________________________________________________ ACD Caller ID Based Routing ............3-18 Emergency Call ................3-35 Headset Operation (with Automatic Answer) ........3-39 Hotline for ACD Agents ..............3-41 Identification Codes for ACD Agents ..........3-45 SIE Key for ACD Groups ..............3-51 Off-Duty Mode .................
  • Page 7 UNIVERGE SV8100 Issue 4.0 ___________________________________________________________________________________ Section 8 What the Softkey Display Prompts Mean ..........4-7 Section 9 Programming ................... 4-8 ___________________________________________________________________________________ ACD Installation Manual...
  • Page 8 Issue 4.0 UNIVERGE SV8100 ___________________________________________________________________________________ THIS PAGE INTENTIONALLY LEFT BLANK ___________________________________________________________________________________ Table of Contents...

  • Page 9: Chapter 1 Introduction

    Introduction ACD? HAT IS ECTION Equitable Distribution of Calls Among Agents Automatic Call Distribution (ACD) uniformly distributes calls among member agents of a programmed ACD Group. When a call rings into an ACD Group, the system automatically routes the call to the agent that has been idle the longest.

  • Page 10: Unique Considerations

    Issue 4.0 UNIVERGE SV8100 Unique Considerations Simplifying Multiline Operation with One-Touch Keys A Multiline user can access many features through Service Codes (e.g., Service Code *0 answers a Message Waiting from a co-worker). To streamline the operation of their phone, a Multiline user can store these codes under One-Touch Keys.

  • Page 11: Setting Up Acd For The First Time

    Setting Up ACD for the First Time When setting up ACD for the first time, perform the following procedures in the sequence listed below. Arrange Extensions into ACD Groups. Set up Work Schedules and Work Periods. Assign Extension to ACD Groups for each Work Period. Arrange Trunks into incoming Ring Groups.
  • Page 12 Issue 4.0 UNIVERGE SV8100 In the ACD Group Worksheet on page 2-3, in the Member Extensions column, enter the member extensions for each ACD Group.  If an extension is a member of more than one ACD Group, ensure that extension is active in only one ACD Group during a particular Work Period.
  • Page 13 UNIVERGE SV8100 Issue 4.0 Sample ACD Group Worksheet ACD Group ACD Master ACD Group Member Extensions Number (1-64) Number Name (11-17-01) (41-02-01) (41-02-01) 3998 Tech Service 105, 107, 117, 139 3999 Customer Support 109, 111, 115 Skip Time Interval (41-14-10) Indicate if extension is a member of more than one ACD Group.
  • Page 14 Issue 4.0 UNIVERGE SV8100 ACD Group Worksheet (Continued) ACD Group ACD Master ACD Group Member Extensions Number (1-64) Number Name (41-02-01) (41-02-01) (11-17-01) Skip Time Interval (41-14-10) Indicate if extension is a member of more than one ACD Group. CHEDULES AND...
  • Page 15 UNIVERGE SV8100 Issue 4.0 Designate a worksheet for each Work Schedule. Make additional copies of the ACD Agent Work Schedule Worksheet (41-05-01) on page 2-6 so you will have enough for all of your work schedules. In the upper right corner of each worksheet, write the number of the corresponding work schedule.
  • Page 16 Issue 4.0 UNIVERGE SV8100 Sample ACD Agent Work Schedule Worksheet (41-05-01) ACD Work Schedule Number (1-4) Monday-Friday Day(s) of Week (41-07-01) Work Period Start Time End Time 8:00 AM Noon Noon 1:00 PM 1:00 PM 5:00 PM 5:00 PM Midnight...

  • Page 17: Section 2 Set Up Work Schedules And Work Periods

    UNIVERGE SV8100 Issue 4.0 ACD Agent Work Schedule Worksheet (41-05-01) ACD Work Schedule Number (1-4) Day(s) of Week (41-07-01) Work Period Start Time End Time SSIGN XTENSIONS FOR ERIOD ECTION In this step you will assign ACD Groups and the member extensions, set up in Arrange Extensions into ACD Groups on page 2-1, for each daily Work Period.
  • Page 18 Issue 4.0 UNIVERGE SV8100 In the ACD Number column of the ACD Assignment Worksheet (41-02-01) on page 2-9, enter the ACD number for each extension number. In the sample below, the ACD numbers are consecutive within each basic ACD Group.
  • Page 19 UNIVERGE SV8100 Issue 4.0 ACD Assignment Worksheet (41-02-01) For each extension number, enter ACD Group for each work period (WP) Extension Number (41-05-01) Number (1-512) WP 1 WP 2 WP 3 WP 4 WP 5 WP 6 WP 7 WP 8...

  • Page 20: Determine Trunk Work Schedules

    Issue 4.0 UNIVERGE SV8100 RRANGE RUNKS NCOMING ROUPS ECTION ACD can be set to automatically answer incoming calls. Incoming trunk calls can automatically route to specific ACD Group (200 trunks ports and 100 Ring groups are available). These types of calls ring directly into the ACD Group without being transferred by a co-worker or the Automated Attendant.
  • Page 21 UNIVERGE SV8100 Issue 4.0 Sample ACD Incoming Trunk Ring Group Worksheet (22-05-01) Incoming Ring Group Trunk Number Night Rest Midnight Day 2 Night 2 Rest 2 Midnight 2 ACD Incoming Trunk Ring Group Worksheet (22-05-01) Incoming Ring Group Trunk Number...
  • Page 22 Issue 4.0 UNIVERGE SV8100 ETERMINE RUNK CHEDULES ECTION Trunk Work Schedules are similar to normal ACD Work Schedules except that they apply only to trunks assigned to ACD groups. Refer to Assign Incoming Trunk Ring Groups to ACD Groups on page 2-14.
  • Page 23 UNIVERGE SV8100 Issue 4.0 Sample Trunk Work Schedule Worksheet (41-06-01) Trunk Work Schedule Number (1-4) Monday-Friday Day(s) of Week (41-07-01) Work Period Start Time End Time 8:00 AM 5:00 PM 5:00 PM 8:00 AM Trunk Work Schedule Worksheet (41-06-01) Trunk Work Schedule Number (1-4)

  • Page 24: Section 6 Assign Incoming Trunk Ring Groups To Acd Groups

    Issue 4.0 UNIVERGE SV8100 ACD G SSIGN NCOMING RUNK ROUPS TO ROUPS ECTION This section explains how to customize Trunk Ring ACD Groups for each Work Period. You will assign Incoming Trunk Ring Groups to ACD Groups for each daily Work Period.
  • Page 25 UNIVERGE SV8100 Issue 4.0 Sample ACD Incoming Trunk Ring Group Assignment Worksheet (41-03-xx) Incoming Trunk Ring Group (22-05-01) For each work period (WP 1-8) enter: ACD Group that should answer the Incoming Ring Group trunks (ACD Groups: 1-64) (41-03-01) Night Announcements (0 = Disable, 1 = Enable)
  • Page 26 Issue 4.0 UNIVERGE SV8100 ACD Incoming Trunk Ring Group Assignment Worksheet (41-03-xx) Incoming Trunk Ring Group (22-05-01) For each work period (WP 1-8) enter: ACD Group that should answer the Incoming Ring Group trunks (ACD Groups: 1-64) (41-03-01) Night Announcements (0 = Disable, 1 = Enable)

  • Page 27: Basic Programming

    UNIVERGE SV8100 Issue 4.0 ASIC ROGRAMMING ECTION  11-13-01 through 11-13-12 Service Code Setup (For ACD) If required, customize the service codes used with the ACD feature.  Note that when using service code 669 to change an agent ACD group, the supervisor must enter a 2-digit number for the group.
  • Page 28 Issue 4.0 UNIVERGE SV8100  41-03-02 Incoming Ring Group Assignment for ACD Group – Night Announcement Service For each Incoming Trunk Ring Group (1~100) set up in Program 22-05-01, designate whether the Night Announcement Service should be enabled (1) or disabled (0).

  • Page 29: Basic Operations

    UNIVERGE SV8100 Issue 4.0  41-13-02 VRS Message Number for Night Announcement – Tone Kind at Message Interval For each ACD Group (01~64), define the what the caller will hear between the night announcements (0=Ring Back Tone, 1=MOH Tone, 2=BGM Source).

  • Page 30: Answering Outside Calls That Ring Your Acd Group

    Issue 4.0 UNIVERGE SV8100 Answering Outside Calls that Ring Your ACD Group To answer an outside call that rings your ACD Group:  DISA, DID and tie trunks can ring an ACD master number directly. Refer to Arrange Trunks Into Incoming Ring Groups on page...

  • Page 31: Changing Acd Group Assignment

    UNIVERGE SV8100 Issue 4.0 To log your extension out of an ACD Group: Multiline Your display shows the ACD Group where you are logged in. Press the Speaker key. Dial  - OR - Press ACD Log On/Off key (PGM 15-07-01 or SC 752: code *10).
  • Page 32 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 2 - 22...
  • Page 33 Advanced ACD Features ETERMINING HICH DVANCED EATURES ECTION EEDED Now that you have your basic ACD Groups up and running, you may want to fine tune their operation. The chart below lists the Advanced ACD Features that will help you get the most out of your system. Review each capability below and then turn to the indicated page if the feature is something you need.
  • Page 34 Use a headset for privacy and Headset Operation (with convenience, and optionally answer calls 3-39 Automatic Answer) automatically. For systems with UNIVERGE SV8100 ACD MIS installed, allow Reports and Monitor to sort based on ACD Agent Identification Codes for number. 3-45...

  • Page 35: Acd Setup Options

    UNIVERGE SV8100 Issue 4.0 ACD Setup Options Description Use the ACD Setup Options to set various functions for ACD Groups. Each ACD Group (64 ACD groups available) can have a unique setup. When you set an option for an ACD Group, the setting is in force (if applicable) for all agents within the group.
  • Page 36 Issue 4.0 UNIVERGE SV8100 ACD Setup Options (Program 41-14-xx) (Continued) Item Name Option Function Related Features Default ACD No Answer Skip Sets how long a call into an ACD 10 Seconds Time Group will ring an idle extension before routing to the next agent.
  • Page 37 UNIVERGE SV8100 Issue 4.0 Related Features Class of Service Operation Refer to ACD Setup Options (Program 41-14-xx) on page 3-3. ACD Installation Manual 3 - 5...
  • Page 38 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 3 - 6...

  • Page 39: Acd Skill Based Routing

    UNIVERGE SV8100 Issue 4.0 ACD Skill Based Routing Description The SV8100 can distribute ACD calls based on the Agent’s skill level when it receives ACD Calls. There are seven priority levels that the Agents can be set to for each ACD Queue.
  • Page 40 Issue 4.0 UNIVERGE SV8100 ACD Group and Skill Assignment for each Agent : Time Schedule ACD Group Assignment 8:30 ~ 12:00 ACD Group 1, Level 1 Ext 101 13:00 ~ 17:30 ACD Group 1, Level 1 Other time Non-ACD Agent...
  • Page 41 UNIVERGE SV8100 Issue 4.0 Login ID is not Assigned a Skill Level If Login ID is not registered to the System Data and/or is registered, but the Skill Table is not assigned, then the system treats the agent as a highest level (level 1).
  • Page 42 Issue 4.0 UNIVERGE SV8100 Time Schedule ACD Group Assignment 8:30 ~ 12:00 ACD Group 1, Level 1 Ext 103 13:00 ~ 17:30 ACD Group 2, Level 1 Other time Non-ACD Agent AIC Login Mode This section describes the Skill Level assignment for each Agent on AIC Login Mode.
  • Page 43 UNIVERGE SV8100 Issue 4.0 Agents using the same AIC Login Code This section describes the Skill Level assignment for each Agent on AIC Login Mode. Mode Assignment (PRG 41-05-01) Mode 1 8:30~12:00 Agent A Mode 2 13:00~17:30 ACD Group Assignment (PRG 41-18-XX)
  • Page 44 Issue 4.0 UNIVERGE SV8100 Agents using more than one AIC Code This section describes the Skill Level assignment for each Agent on AIC Login Mode. Mode Assignment (PRG 41-05-01) Agent A Mode 1 8:30~12:00 Mode 2 13:00~17:30 ACD Code Group Assignment...
  • Page 45 UNIVERGE SV8100 Issue 4.0 Conditions  This feature requires Login ID (PRG41-01-02), and the skill level is set by each Login ID.  The agents cannot input the same Login ID at the same time.  The Skill Level has 7 levels, and priority level 1 is highest priority.
  • Page 46 Issue 4.0 UNIVERGE SV8100  41-03-01 Incoming Ring Group Assignment for ACD Group - ACD Group Number For each Incoming Trunk Ring Group (1~100) set up in Program 22-05-01, designate into which ACD Group (1~64) the trunks should ring for each of the eight Work Periods.
  • Page 47 UNIVERGE SV8100 Issue 4.0  41-08-03 ACD Overflow Options - Delay Announcement Source Type For each ACD Group (1~64), assign the announcement message types. Delay announcement functions are not available for ACD pilot number call. Each ACD Group can have unique overflow options.
  • Page 48 Issue 4.0 UNIVERGE SV8100  41-18-06 ACD Agent Identity Code Setup – ACD Group Number in Mode 4 For each AIC Table (1~512), define the ACD group number (0=no setting, 1~64) in mode 4 work period.  41-18-07 ACD Agent Identity Code Setup – ACD Group Number in Mode 5 For each AIC Table (1~512), define the ACD group number (0=no setting, 1~64) in mode 5 work period.
  • Page 49 UNIVERGE SV8100 Issue 4.0 THIS PAGE INTENTIONALLY LEFT BLANK ACD Installation Manual 3 - 17...

  • Page 50: Acd Caller Id Based Routing

    Issue 4.0 UNIVERGE SV8100 ACD Caller ID Based Routing Description The SV8100 can allocate an ACD incoming call to an agent by using Caller ID registered in a buffer. This is done by an ACD Agent pressing the [ACD Caller ID Marking Setup] Function Key.
  • Page 51 UNIVERGE SV8100 Issue 4.0  Group Supervisor is able to register Caller ID regardless of the setting PRG41-04-01.  System Supervisor is not able to register the Caller ID information.  CID marking by pressing LK is possible while Group supervisor monitor/ barge-in to ACD agent.
  • Page 52 Issue 4.0 UNIVERGE SV8100  If PRG41-24-02 is changed during system is running, all buffer records will be forced to delete.  CID buffer is not replicated to the NetLink system(s) so when the NetLink Failover occurs the CID data in the buffer will not be carried over.
  • Page 53 UNIVERGE SV8100 Issue 4.0  90-10-01 System Alarm Setup - Alarm Type Assign a Major or Minor alarm status for Alarm 71 (Alarm for threshold of CID buffer). This program also assigns whether or not the alarm is displayed to a key telephone and whether or not the alarm information is reported to the predefined destination.
  • Page 54 Issue 4.0 UNIVERGE SV8100 214-555-1212 When CID marking by pressing LK during an ACD call (ACD Agent ID) Assumption: PRG41-24-02 ACD Agent info for Caller ID 1 : ACD Agent ID Receive ACD inbound call (Group1) from originator (214-555-1212), and answers the call by Agent ID111.
  • Page 55 UNIVERGE SV8100 Issue 4.0 214-555-1212 When CID marking by pressing LK (It is transferred from another Agent in the same group) Assumption: PRG41-24-02 ACD Agent info for Caller ID : Agent Extension number Receive ACD inbound call (Group1) from originator (214-555-1212), and answers the call by Agent100.
  • Page 56 Issue 4.0 UNIVERGE SV8100 214-555-1212 When CID marking by pressing LK (It is transferred from another Agent in the another group) Assumption: PRG41-24-02 ACD Agent info for Caller ID 0 = Agent Extension number Receive ACD inbound call (Group1) from originator (214-555-1212), and answers the call by Agent100.
  • Page 57 UNIVERGE SV8100 Issue 4.0 214-555-1212 When CID marking by pressing LK during an ACD call (By Group Supervisory) Assumption: PRG41-24-02 ACD Agent info for Caller ID 0：Agent Extension number Receive ACD inbound call (Group1) from originator (214-555-1212) or by transferring from someone, and answers the call by Group supervisor 105.
  • Page 58 Issue 4.0 UNIVERGE SV8100 214-555-1212 When CID marking by pressing LK (Agent which logs in to multi group in AIC) Assumption: PRG41-24-02 ACD Agent info for Caller ID 0 = Agent Extension number Receive ACD inbound call (Group1) from originator (214-555-1212), and answers the call by Agent100 (AIC login: Group1/3).
  • Page 59 UNIVERGE SV8100 Issue 4.0 214-555-1212 When CID marking by pressing LK (Marking unavailable) Assumption: PRG41-24-01 Caller ID marking setup：Disable PRG41-24-02 ACD Agent info for Caller ID 0: Agent Extension number Receive ACD inbound call (Group1) from originator (214-555-1212), and answers the call by Agent100.
  • Page 60 Issue 4.0 UNIVERGE SV8100 214-555-1212 When it transfer by setting the [ACD Caller ID Marking Setup] Function Key Assumption: PRG41-24-02 ACD Agent info for Caller ID 0: Agent Extension number Receive ACD inbound call (Group1) from originator (214-555-1212), and answers the call by Agent100.
  • Page 61 UNIVERGE SV8100 Issue 4.0 214-555-1212 When it cancel CID marking by pressing LK Assumption: PRG41-24-02 ACD Agent info for Caller ID 0：Agent Extension number Receive ACD inbound call (Group1) from originator (214-555-1212), and answers the call by Agent100. Agent 100 is pressing Marking LK.
  • Page 62 Issue 4.0 UNIVERGE SV8100 214-555-1212 When agent is received call above system by CCIS Assumption: ACD agent that is in another system cannot resist to ACD group. PRG41-24-02 ACD Agent info for Caller ID 0：Agent Extension number Receive ACD inbound call (Pilot number of Group1 in System B) from originator (214-555-1212), and answers the call by Agent100 (System B).
  • Page 63 UNIVERGE SV8100 Issue 4.0 214-555-1212 When the agent who stored the CID is available. (Marked by the agent) Assumption: Buffer Data：CID ＝ 214-555-1212、Agent Extension number ＝ 100 Group1 Agent = 100 (Busy)/101 (Idle)/102 (Idle) Receive ACD incoming call to Group1 from originator (214-555-1212).
  • Page 64 Issue 4.0 UNIVERGE SV8100 214-555-1212 When the agent who stored the CID is not available. (Busy, Break mode, Wrap up, Logoff) Assumption: Buffer Data : CID = 214-555-1212, Agent Extension number = 100 Group1 Agent=100 (Busy)/101 (Idle)/102 (Idle) Incoming caller for Group1 (214-555-1212) ACD call goes to Agent 100.
  • Page 65 UNIVERGE SV8100 Issue 4.0 214-555-1212 When ACD group which belongs to the destination Agent has changed (by changing system mode) Assumption: Buffer Data：CID ＝ 214-555-1212、Agent Extension number ＝ 100 Group1 Agent = 100 (Busy)/101 (Idle)/102 (Idle) Group2 Agent ＝ 105（Vacant)/106（Vacant) Receive ACD incoming call from originator (214-555-1212) to Agent100.
  • Page 66 Issue 4.0 UNIVERGE SV8100 214-555-1212 When agent is received call above system by CCIS Assumption: ACD agent that is in another system cannot resist to ACD group. Buffer Data (System B): CID ＝ 214-555-1212、Agent Extension number ＝ 201 System A Agent = 101 (Idle)/102 (Idle)

  • Page 67: Emergency Call

    UNIVERGE SV8100 Issue 4.0 Emergency Call Description If an ACD Agent needs assistance with a caller, they can place an Emergency Call to their ACD Group Supervisor. Once the supervisor answers the Emergency Call, they automatically monitor both the ACD Agent and the caller. If the agent needs assistance, the supervisor can press their Emergency Call key and join in the conversation.
  • Page 68 Issue 4.0 UNIVERGE SV8100  41-14-01 ACD Options Setup – Emergency Call Operation Mode Set the Emergency Call Operation Mode (0=Call system supervisory extension when group supervisory extension is busy, 1=No call to system supervisory extension when group supervisory extension is busy) for ACD Groups (01~64).
  • Page 69 UNIVERGE SV8100 Issue 4.0 To split away from your ACD Agent and talk to the outside caller (after breaking into the Emergency Call): Press your Supervisor Split key (Program 15-07-01 or SC 752: *16).  The Supervisor Split key lights.
  • Page 70 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 3 - 38...

  • Page 71: Headset Operation (With Automatic Answer)

    UNIVERGE SV8100 Issue 4.0 Headset Operation (with Automatic Answer) Description 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.
  • Page 72 Issue 4.0 UNIVERGE SV8100 Related Features Handsfree and Monitor Handsfree Answerback/Forced Intercom Ringing Operation While in the headset mode, the hook switch is not functional. To enable the headset: Plug in the headset into the bottom of the phone. Program a Headset Key (Program 15-07-01 or SC 751: 05).

  • Page 73: Hotline For Acd Agents

    UNIVERGE SV8100 Issue 4.0 Hotline for ACD Agents Description Hotline gives a multiline terminal user One-button Calling and Transfer to another extension (the Hotline partner). Hotline helps co-workers that work closely together. The Hotline partners can call or transfer calls to each other just by pressing a single key.
  • Page 74 Issue 4.0 UNIVERGE SV8100  Hotline always follows the Handsfree Answerback/Forced Intercom Ringing mode set at the called extension. The Hotline caller can override the setting, if desired.  If the partner's extension is busy, Hotline does not automatically activate Off Hook Signaling.
  • Page 75 UNIVERGE SV8100 Issue 4.0 Operation To place a call to your Hotline partner: Press the Hotline key (Program 15-07-01 or SC 751: 01 + partner extension number).  You can optionally lift the handset after this step for privacy. To transfer your outside call to your Hotline partner: Press the Transfer key.
  • Page 76 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 3 - 44...

  • Page 77: Identification Codes For Acd Agents

    UNIVERGE SV8100 Issue 4.0 Identification Codes for ACD Agents Description Agent Identity Code (AIC) An Agent Identity Code (AIC) allows ACD agents to log in any extension without setting Program 41-02-01 (ACD Log In). AIC also allows ACD agents to log in to multiple ACD groups at the same time.
  • Page 78 AIC 789 at the same time. Conditions  A LAN connection from the UNIVERGE SV8100 system to a PC which has the UNIVERGE SV8100 ACD MIS program installed. Refer to the UNIVERGE SV8100 ACD MIS Supervisor’s Manual, for further information.
  • Page 79  41-01-03 System Options for ACD – ACD MIS Connection Ports Assign to LAN if you are going to use the UNIVERGE SV8100 ACD MIS.  41-17-01 ACD Login Mode Setup Define the ACD login mode (0=Normal Login, 1=AIC Login) for each extension.

  • Page 80: Section 8 Basic Operations

    Issue 4.0 UNIVERGE SV8100  41-18-07 ACD Agent Identity Code Setup – ACD Group Number in Mode 5 For each AIC Table (1~512), define the ACD group number (0=no setting, 1~64) in mode 5 work period.  41-18-08 ACD Agent Identity Code Setup – ACD Group Number in Mode 6 For each AIC Table (1~512), define the ACD group number (0=No Setting, 1~64) in mode 6 work period.
  • Page 81 UNIVERGE SV8100 Issue 4.0 Single Line Telephone Lift handset. Dial  Dial the ID code.  You hear confirmation tone. Although you can enter a code of any valid length, ask you supervisor which ID code you should enter. AIC Agent Log In (when your system has AIC enabled in Program 41-17-01):...
  • Page 82 Issue 4.0 UNIVERGE SV8100 Dial the AIC Log Out service code (Program 11-13-09). - OR - To log out of an ACD group without using AIC: Lift the handset. Dial the ACD Log Out service code 655 (Program 11-13-02). Multiple Agent Log In:...

  • Page 83: Sie Key For Acd Groups

    UNIVERGE SV8100 Issue 4.0 SIE Key for ACD Groups Description Any Multiline Terminal can have SIE keys for ACD Groups. When a call comes into a covered ACD Group, the SIE key will ring immediately, ring after a delay or just flash (depending on system programming and user-set options).
  • Page 84 Issue 4.0 UNIVERGE SV8100 Programming  15-02-02 Multiline Telephone Basic Data Setup – Trunk Ring Tone For the SIE key ring tone range assigned in Program 15-08-01 below, choose the extension’s desired ring tone (pitch) within the range selected. The choices are 1 (high), 2 (mid range), 3 (low), or 4~8 (Ring Tones 1~5).
  • Page 85 UNIVERGE SV8100 Issue 4.0 Operation To answer a call ringing an ACD Group key: Press flashing SIE key (Program 15-07-01 or SC 752: *03 + ACD master).  The SIE key may flash only, ring after a delay or ring immediately.
  • Page 86 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 3 - 54...

  • Page 87: Off-Duty Mode

    UNIVERGE SV8100 Issue 4.0 Off-Duty Mode Description Off-Duty Mode temporarily logs-out an ACD agent's phone. There are two types of Off-Duty Mode: Manual Off-Duty Mode An ACD Agent can enable Manual Off-Duty 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.
  • Page 88 Issue 4.0 UNIVERGE SV8100  41-14-07 ACD Options Setup – Automatic Off-Duty for SLT For each ACD Group (01~64), determine whether or not a single line telephone automatically changes to off-duty mode (0=No Change, 1=Change automatically).  41-14-08 ACD Options Setup – ACD Off Duty Mode...
  • Page 89 UNIVERGE SV8100 Issue 4.0 Single Line Telephone Lift the handset. Dial 659.  When you cancel Off-Duty Mode, your ACD Supervisor with a DSS Console sees your extension as available (logged in). ACD Installation Manual 3 - 57...
  • Page 90 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 3 - 58...

  • Page 91: One-Digit Dial Out

    UNIVERGE SV8100 Issue 4.0 One-Digit Dial Out Description When a caller to an ACD Group is being played a VRS Delay Announcement they can dial a one-digit option to dial out of the Group. The One-Digit Dial Out option can be pressed during the Announcement only, for “x”...
  • Page 92 Issue 4.0 UNIVERGE SV8100  41-11-02 VRS Delay Announcement – 1st Delay Message Number For each ACD Group (01~64), assign the VRS message number to be used as the message source for the 1st Delay Announcement Message (0~101). This program is activated when the delay announcement source and options are assigned as VRS in Program 41-08-03.
  • Page 93 UNIVERGE SV8100 Issue 4.0  41-14-14 ACD Options Setup – DTMF Detection Assignment during Delay Announcement For each ACD Queue (1~64), assign if the One-Digit Dial Out option (1 = Detects) or (0 = Does not detect) during the Delay Announcements.
  • Page 94 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 3 - 62...

  • Page 95: Overflow Options

    UNIVERGE SV8100 Issue 4.0 Overflow Options Description ACD offers extensive overflow options for each ACD Group. For example, a caller ringing in when all agents are unavailable can hear an initial announcement, called the 1st Announcement. This announcement can be a general greeting.
  • Page 96 Issue 4.0 UNIVERGE SV8100  No Overflow with 1st Announcement Only (Mode 2) A call waits in queue for an available agent, but the caller periodically hears the 1st Announcement message. This message can be a unique VRS message, a message from a PGD (2) port, message from an In-Mail, or the standard voice prompt, "Please hold on, all lines are busy.
  • Page 97 UNIVERGE SV8100 Issue 4.0 message from an In-Mail, or the standard voice prompt, "Please hold on, all lines are busy. Your call will be answered when a line becomes free." When the PGD (2) is providing the 1st Announcement it will continue to play until the call is answered, abandoned or timer in 41-10-04 expires and Starts to play the 2nd Announcement.
  • Page 98 Issue 4.0 UNIVERGE SV8100 Multiple ACD Groups Programmed As Overflow Destination The system can be programmed to transfer an overflow call to a specific ACD Group using Program 41-09-01. (In order to overflow to voice mail, offsite via a speed dial bin, Ring Group, use Program 41-08-02.) This option allows you to set the priority of...
  • Page 99 UNIVERGE SV8100 Issue 4.0 With a VRS set as the announcement source:  22-01-11 System Options for Incoming Calls – VRS Waiting Message Interval Time Set the timer for the interval between the Delayed Messages (0~64800 seconds).  41-11-01 VRS Delay Announcement – Delay Message Start Time For each ACD group (01~64), set how long the system waits before playing the first delay announcement (0~64800 seconds).
  • Page 100 Issue 4.0 UNIVERGE SV8100 After this times out, the 1st announcement plays again, if defined in programming. When a call 41-10-03 [PGD(2)] rings in, these 41-11-01 (VRS) timers start. 22-01-11 41-19-01 (In-Mail) 41-11-03 Overflow occurs (VRS) (VRS) (mode 4 only).
  • Page 101 UNIVERGE SV8100 Issue 4.0  41-10-03 ACI Delay Announcement – 1st Delay Announcement Connection Timer For each ACD group (01~64), determine how long the system waits before playing the Delay Message (0~64800 seconds).  41-10-04 ACI Delay Announcement – 2nd Delay Announcement Connection...
  • Page 102 Issue 4.0 UNIVERGE SV8100  22-01-11 System Options for Incoming Calls – VRS Waiting Message Interval Time Set the timer for the interval between the Delayed Messages (0~64800 seconds). With a In-Mail set as the announcement source:  41-19-01 ACD Voice Mail Delay Announcement – Delay Message Start Time For each ACD Group (01~64), set how long the system waits before playing the first Delay Announcement (0~64800 seconds).
  • Page 103 UNIVERGE SV8100 Issue 4.0 After this times out, the 1st announcement plays. When a PGD(2) is used, it will continue to play the 1st Announcement Message until the call is answered, the caller hangs up, or 41-10-04 expires. When a call...
  • Page 104 Issue 4.0 UNIVERGE SV8100 With a PGD(2) set as the announcement source:  41-10-02 ACI Delay Announcement – 2nd Delay Announcement ACI Port Number For each ACD group (01~64), set the 2nd Delay Announcement ACI Port Number (0~96).  41-10-04 ACI Delay Announcement –...
  • Page 105 UNIVERGE SV8100 Issue 4.0 With In-Mail set as the announcement source:  41-19-01 ACD Voice Mail Delay Announcement – Delay Message Start Time For each ACD Group (01~64), set how long the system waits before playing the first Delay Announcement (0~64800 seconds).
  • Page 106 Issue 4.0 UNIVERGE SV8100 ACD Overflow Options Worksheet (41-08) ACD Group you want to program (1-64) ACD Overflow Mode [Program 41-08-01] 0 = No overflow with no announcements 1 = Overflow with no announcements 2 = No overflow with 1st announcement only...
  • Page 107 UNIVERGE SV8100 Issue 4.0 1st ACD Overflow Destination Priority 2nd ACD Announcement Announcement (41-14-03) Overflow Overflow Mode Dest. Source Source (41-08-01) (41-08-02) Type Type (41-10-01) (41-10-02) (41-11-02) (41-11-04) (41-08-03) (41-08-03) (41-19-02) (41-19-04) ACD Installation Manual 3 - 75...
  • Page 108 Issue 4.0 UNIVERGE SV8100 1st ACD Overflow Destination Priority 2nd ACD Announcement Announcement (41-14-03) Overflow Overflow Mode Dest. Source Source (41-08-01) (41-08-02) Type Type (41-10-01) (41-10-02) (41-11-02) (41-08-03) (41-11-04) (41-08-03) (41-19-02) (41-19-04) 3 - 76...
  • Page 109 UNIVERGE SV8100 Issue 4.0 1st ACD Overflow Destination Priority 2nd ACD Announcement Announcement (41-14-03) Overflow Overflow Mode Dest. Source Source (41-08-01) (41-08-02) Type Type (41-10-01) (41-10-02) (41-11-02) (41-11-04) (41-08-03) (41-08-03) (41-19-02) (41-19-04) Conditions  The queue Announcements will not play to a caller when agents are available and ringing.
  • Page 110 Issue 4.0 UNIVERGE SV8100  41-08-01 ACD Overflow Options – Overflow Operation Mode For each ACD Group (1~64), assign the overflow mode (0~9). Each ACD Group can have unique overflow options.  41-08-02 ACD Overflow Options – ACD Overflow Destination...
  • Page 111 UNIVERGE SV8100 Issue 4.0  41-10-04 ACI Delay Announcement – 2nd Delay Announcement Connection Timer For each ACD group (01~64), set the timer the system waits before playing the second.  41-10-05 ACI Delay Announcement – 2nd Delay Announcement Sending...
  • Page 112 Issue 4.0 UNIVERGE SV8100  41-11-08 VRS Delay Announcement – Queue Depth Announcement For each ACD Group (01~64), use (0) to disable the Queue Depth Announcements, (1) after the 1st Delay Announcement only, (2) after the 2nd Delay Announcement only, or (3) after both the 1st and 2nd.
  • Page 113 UNIVERGE SV8100 Issue 4.0  41-19-06 ACD Voice Mail Delay Announcement – Wait Tone Type at Message Interval For each ACD Group (01~64), determine what the caller should hear between messages (0 = Ring Back Tone, 1 = MOH Tone, 2 = BGM source).
  • Page 114 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 3 - 82...

  • Page 115: Queue Status Display

    UNIVERGE SV8100 Issue 4.0 Queue Status Display Description When all agents in an ACD Group are unavailable, an incoming call will queue and cause the Queue Status Display to occur on the ACD Group Supervisor and/or agent’s display. The display helps the supervisor keep track of the traffic load within their group.
  • Page 116 Issue 4.0 UNIVERGE SV8100 Queue Status displays and Alarm Send (41-20-05) starts. Alarm ends. Pattern repeats. Queue Status Display ends. 41-20-05 41-20-05 41-20-05 41-20-05 41-20-02 41-20-02 41-20-02 41-20-02 41-20-03 41-20-03 41-20-03 41-20-03 Call queues and 41-20-03 starts. Time in queue refreshes on display and queue alarm sounds, if enabled.
  • Page 117 UNIVERGE SV8100 Issue 4.0 Default Setting  No Queue Status Display Check keys programmed (Program 15-07-01: *19).  Queue Status Display and Queue Alarm disabled (Program 41-20-01 = Programming  15-07-01 Programmable Function Keys Assign a Queue Status Display Check key, if required for an ACD agent (code: *19).
  • Page 118 Issue 4.0 UNIVERGE SV8100 Feature Available in Program 41-15-xx Available in Program 41-20-xx Queue Status Display Queue Status Display Time Alarm Alarm Send Time Program 41-15-02 determines the Interval Time of length/interval of the alarm. Queue Status Display Class of Service...
  • Page 119 UNIVERGE SV8100 Issue 4.0 Operation When Logged Into ACD Group With an idle multiline terminal, press the Queue Status Display Programmable Function Key (Program 15-07-01 or SC 752: code *19).  The display indicates the number of calls in queue, the trunk name, and the length of time the call has been waiting.
  • Page 120 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 3 - 88...

  • Page 121: Supervisor, Acd Group

    UNIVERGE SV8100 Issue 4.0 Supervisor, ACD Group Description You can designate an extension in an ACD Group to be the group's supervisor. Once assigned as an ACD Group Supervisor, the user can: Take the entire ACD Group out of service (outside callers will hear ringback or ...
  • Page 122 Issue 4.0 UNIVERGE SV8100 Programming  15-07-01 Programmable Function Keys Assign the following function keys to the ACD Group Supervisor: ACD Log In/Log Out key (code *10) for one-button Log In/Log Out  operation. Out of Service key (code *14) for removing the entire ACD Group from ...
  • Page 123 UNIVERGE SV8100 Issue 4.0 Press ACD Log On/Off key (Program 15-07-01 or SC 752: code *10).  Your Log On/Off key lights and you hear a single beep.  Your display will show the ACD Group to which you are logged in.
  • Page 124 Issue 4.0 UNIVERGE SV8100 Press ACD Log On/Off key (Program 15-07-01 or SC 752: code *10) again.  Your displays shows: GROUP No:n To return the ACD Group to service: The Out of Service and Log On/Off keys are lit. If you have logged out of the group and your ACD Log On/Off key is out, you must log back in before going to step 1.
  • Page 125 UNIVERGE SV8100 Issue 4.0 Dial the ACD Agent's extension number. Dial the number of the ACD Group to which you want to assign the agent.  You hear confirmation tone. Press Speaker to hang up. ACD Installation Manual 3 - 93...
  • Page 126 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 3 - 94...

  • Page 127: Supervisor, Acd System

    UNIVERGE SV8100 Issue 4.0 Supervisor, ACD System Description You can designate an extension as an ACD System Supervisor. The system can have only one ACD System Supervisor. Once a user is assigned as an ACD System Supervisor, he can perform the following tasks: Take all the system's ACD Groups out of service simultaneously.
  • Page 128 Issue 4.0 UNIVERGE SV8100  11-13-11 Service Code Setup (for ACD) – ACD Agent Logout by Supervisor This Service Code (normally 668) allows the System Supervisor to log an agent out of an ACD Group.  11-13-12 Service Code Setup (for ACD) – Change Agent ACD Group by...
  • Page 129 UNIVERGE SV8100 Issue 4.0 Operation Logging on as the ACD System Supervisor To log on as the ACD System Supervisor: You only have System Supervisor capability while logged on. Press the Speaker key. Dial   You hear confirmation tone.
  • Page 130 Issue 4.0 UNIVERGE SV8100 Dial 1 to take all the ACD Groups out of service.  The Log On/Off and Out of Service keys light. While you are logged out, calls no longer ring into the ACD Groups.  Your display shows: G:n END OF WORK! TERMINAL LOG OUT... indicating that all agents have not yet logged out of the group.
  • Page 131 UNIVERGE SV8100 Issue 4.0 To log an agent out of their ACD Group: You can do this while either logged in or logged out. Press the Speaker key. Dial 668. Dial the ACD Agent's extension number.  You hear confirmation tone.
  • Page 132 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 3 - 100...

  • Page 133: Supervisor, Dss Console

    UNIVERGE SV8100 Issue 4.0 Supervisor, DSS Console Description An ACD Supervisor (Group or System) 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 since ACD Agent status monitoring is not available on a Multiline's programmable keys, unless Hotline keys are assigned.
  • Page 134 Issue 4.0 UNIVERGE SV8100  If an extension has four DSS Consoles connected, program one of the consoles for Direct Line Selection (i.e., placing and answering outside calls).  A DSS Console requires a separate digital station port.  When installing a DSS, the system must auto-detect the console in order for the LEDs to function correctly.
  • Page 135 UNIVERGE SV8100 Issue 4.0 Related Features Door Box Paging, External Paging, Internal Night Service Operation To call an ACD Agent from your ACD Supervisor's DSS Console: Press DSS Console ACD Group key to select the agents group. Press DSS console key for agent.
  • Page 136 Issue 4.0 UNIVERGE SV8100 (Optional) Announce call.  If the called agent does not want the call, press the flashing line key to retrieve it. Press Speaker to hang up. 3 - 104...

  • Page 137: Supervisor Monitor / Acd Monitor

    UNIVERGE SV8100 Issue 4.0 Supervisor Monitor / ACD Monitor Description Caution Unauthorized intrusion on calls using this feature may be interpreted as an invasion of privacy. Supervisor Monitor (ACD Monitor) allows an ACD System or Group Supervisor with a uniquely programmed ACD Monitor key to listen in on an ACD Agent's call. The ACD Agent and the outside caller are unaware that their call is being monitored.
  • Page 138 Issue 4.0 UNIVERGE SV8100  20-13-06 Class of Service Options (Supplementary Service) – Automatic Off-Hook Signaling (Automatic Override) Allows a busy extension ability to manually (0) or automatically (1) receive off-hook signals. Related Features Supervisor, ACD Group Supervisor, ACD System...

  • Page 139: Traffic Reports

    UNIVERGE SV8100 Issue 4.0 Traffic Reports Description The system provides the ability to send data to a PC connected to the UNIVERGE SV8100. The telephone call traffic data for each extension is captured for use with the SMDR feature. Call Traffic...
  • Page 140 Issue 4.0 UNIVERGE SV8100 Traffic Total Report - Sample Report Terminal Duration Cost Answer Duration Ringing Abandon 01:45:14 02:11:52 00:09:36 02:37:22 1855 01:58:31 00:04:19 LINE001 01:05:26 Definitions Terminal Terminal Number/Called Party Number (maximum 24 digits) Outgoing Call Frequency/number of outgoing calls (maximum 65535...
  • Page 141 UNIVERGE SV8100 Issue 4.0 Operation Operation is automatic once programmed. ACD Installation Manual 3 - 109...
  • Page 142 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 3 - 110...

  • Page 143: Wrap-Up Time

    UNIVERGE SV8100 Issue 4.0 Wrap-Up Time Description Wrap-Up Time temporarily busies-out an ACD agent's phone from receiving ACD calls so they can work at their desk uninterrupted, although other types of calls can still be received. This gives the agent time to fill out important logs and records as soon as they are finished with their call.
  • Page 144 Issue 4.0 UNIVERGE SV8100 Programming  11-13-03 Service Code Setup (for ACD) – Set ACD Wrap-Up Time (for SLT) Assign the service code to be used by a single line telephone user to enter Wrap-Up mode.  11-13-04 Service Code Setup (for ACD) – Cancel ACD Wrap-Up Time (for SLT) Assign the service code to be used by a single line telephone user to cancel Wrap-Up mode.
  • Page 145 UNIVERGE SV8100 Issue 4.0 Multiline Press your Wrap-Up Time Key (Program 15-07-01 or SC 752: *17).  Your Wrap-Up Time Key lights.  When you activate Wrap-Up Time, your ACD Supervisor with a DSS Console sees your extension as busy (i.e., your key is lit).
  • Page 146 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 3 - 114...

  • Page 147: Chapter 4 Programming

    Programming EFORE TART ROGRAMMING ECTION This chapter provides detailed information about the system programs. By changing a program, you change the way the feature associated with that program works. In this chapter, you find out about each program, the features that the program affects and how to enter the program data into system memory.

  • Page 148: Unique Programming Considerations

    Issue 4.0 UNIVERGE SV8100 Telephone Programming Instructions shows you how to enter the program data into system memory. For example: Enter the programming mode. 15-07-01 tells you to enter the programming mode, dial 150701 from the telephone dial pad. 15-07-01...

  • Page 149: How To Enter And Exit Programming Mode

    UNIVERGE SV8100 Issue 4.0 OW TO NTER AND ROGRAMMING ECTION Entering Programming Mode To enter programming mode: Go to any working display telephone.  In a newly installed system, use extension 101 (port 1). Do not lift the handset. Press Speaker.

  • Page 150: Exiting Programming Mode

    Issue 4.0 UNIVERGE SV8100 Exiting Programming Mode To exit programming mode: When you are done programming, you must be out of a program options to exit. Press Answer to exit the program option. Press Answer to exit the program options, if needed.

  • Page 151: Using Keys To Move Around In The Programs

    UNIVERGE SV8100 Issue 4.0 SING EYS TO ROUND IN THE ROGRAMS ECTION Once you enter the programming mode, use the keys in the following chart to enter data, edit data and move around in the menus. Use this key... When you want to. . .

  • Page 152: Programming Names And Text Messages

    Issue 4.0 UNIVERGE SV8100 ROGRAMMING AMES AND ESSAGES ECTION Several programs (e.g., Program 20-16: Selectable Display Messages) require you to enter text. Use the following chart when entering and editing text. When using the keypad digits, press the key once for the first character, twice for the second character, etc.
  • Page 153 OFTKEYS ROGRAMMING ECTION Each UNIVERGE SV8100 display telephone provides interactive Softkeys for intuitive feature access. The options for these keys automatically change depending on where you are in the system programming. Simply press the Softkey located below the option you wish and the display changes accordingly.
  • Page 154 Issue 4.0 UNIVERGE SV8100 ROGRAMMING ECTION The remainder of this chapter provides instructions for programming individual program blocks. 4 - 8...
  • Page 155 UNIVERGE SV8100 Issue 4.0 11-13 : Service Code Setup (for ACD) Description Use Program 11-13 : Service Code Setup (for ACD) to customize the Service Codes which are used with the Automatic Call Distribution (ACD) feature. You can customize additional Service Codes in Programs 11-10 ~ 11-12 and Programs 11-14 ~ 11-16. The following chart shows: The number of each code (01~13).
  • Page 156 Issue 4.0 UNIVERGE SV8100 Input Data Terminals Item Item Default Change Agent ACD Group by Supervisor When using service code 669 to change an agent ACD group, the supervisor must enter a 2-digit number for the group. For example, to change to ACD group 4, the entry would be 669 04.
  • Page 157 UNIVERGE SV8100 Issue 4.0 Enter data for the item you selected + Hold. Enter data for the next item in the program. - OR - Press MSG once to enter a new item number. - OR - Press MSG until you exit that series programming section.
  • Page 158 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 4 - 12...
  • Page 159 UNIVERGE SV8100 Issue 4.0 11-17 : ACD Group Pilot Number Description to assign the ACD Master Number for Program 11-17 : ACD Group Pilot Number each ACD Group. This is the number users dial to transfer calls to the ACD Group.
  • Page 160 Issue 4.0 UNIVERGE SV8100 11 17 11-17-01 ACD Group1 ACD-G_Pilot_No  back select Enter the number of the item you want to program. 11-17-nn ACD Groupnnn nnnnn  To select the ACD group number to be programmed, press the FLASH or the volume ...
  • Page 161 UNIVERGE SV8100 Issue 4.0 15-02 : Multiline Telephone Basic Data Setup Description Use Program 15-02 : Multiline Telephone Basic Data Setup to set up various multiline telephone options. Input Data Extension Number Maximum eight digits Item Related Item Input Data...
  • Page 162 Issue 4.0 UNIVERGE SV8100 Item Related Item Input Data Default Program Redial (Speed Dial) Control = Common and Use this option to control the Individual Speed function of the extension Redial Dialing key when used with Speed = Group Speed Dialing Dialing.
  • Page 163 UNIVERGE SV8100 Issue 4.0 Item Related Item Input Data Default Program Callback Automatic Answer = Off Use this option to enable or = On disable automatic answer of calls recalling to a station. For example, if a Transfer Recall or...
  • Page 164 Issue 4.0 UNIVERGE SV8100 Item Related Item Input Data Default Program CTA Data Communication = CTI Mode Mode = Non Procedural Mode Select 0 if the dip switch settings (Non-SCS) on the CTA Adapter are set to PC 15-02-20 connection (1=on, 2~8=off) or...
  • Page 165 UNIVERGE SV8100 Issue 4.0 Item Related Item Input Data Default Program Speed Dial Preview Mode = Preview This option defines how a speed = Outgoing Immediately dial key functions when pressed. If set to Preview (0), the speed dial number can be previewed before dialing.
  • Page 166 Issue 4.0 UNIVERGE SV8100 Item Related Item Input Data Default Program Toll Restriction Class = Vir. Ext. (Virtual Select the Toll Restriction Class Extension Class) to be used when placing a call = Real Ext (Real from a virtual extension.
  • Page 167 UNIVERGE SV8100 Issue 4.0 Item Related Item Input Data Default Program Headset Ring Duration 0 = No Switch to Speaker Ring 1 = 10 seconds 2 = 20 seconds 3 = 30 seconds 4 = 40 seconds 5 = 50 seconds...
  • Page 168 Issue 4.0 UNIVERGE SV8100 Item Related Item Input Data Default Program Voice Mail Message Waiting 0 = Light the VM function key Lamp Setup only. 1 = Light the Message 15-07-01 Waiting lamp only. 2 = Light the MW lamp and VM key.
  • Page 169 UNIVERGE SV8100 Issue 4.0 Table 4-2 Program 15 : 02 – Incoming Signal Frequency Patterns Incoming Signal Frequency Frequency Type Modulation Frequency Pattern External Incoming Signal High 1100 1400 16Hz Middle 16Hz Frequency (Pattern 1) 16Hz External Incoming Signal High...
  • Page 170 Issue 4.0 UNIVERGE SV8100 To select the telephone number to be programmed, press the FLASH or the volume  or  keys. Enter data for the item you selected + Hold. Enter data for the next item in the program.
  • Page 171 UNIVERGE SV8100 Issue 4.0 15-07 : Programmable Function Keys Description Use Program 15-07 : Programmable Function Keys to assign functions to a multiline terminal line keys. For certain functions, you can append data to the key basic function. For example, the function 26 appended by data 1 makes a Group Call Pickup key for Pickup Group 1.
  • Page 172 Issue 4.0 UNIVERGE SV8100 Function Number List [1] Normal Function Code (00 ~ 99) (Service Code 751) Function Function Additional Data LED Indication Number Not Defined DSS / One-Touch Extension number or any Red On: Extension Busy numbers (up to 24 digits)
  • Page 173 UNIVERGE SV8100 Issue 4.0 Function Number List (Continued) [1] Normal Function Code (00 ~ 99) (Service Code 751) Function Function Additional Data LED Indication Number Internal All Call Paging None Meet-Me Answer to None Internal Paging Call Pickup None Call Pickup for Another...
  • Page 174 Issue 4.0 UNIVERGE SV8100 Function Number List (Continued) [1] Normal Function Code (00 ~ 99) (Service Code 751) Function Function Additional Data LED Indication Number Exclusive None Department Group Log Red On: Logged Out Reverse Voice Over Extension Number Red On: extension busy...
  • Page 175 UNIVERGE SV8100 Issue 4.0 Function Number List (Continued) [1] Normal Function Code (00 ~ 99) (Service Code 751) Function Function Additional Data LED Indication Number --- Not Used --- --- Not Used --- --- Not Used --- --- Not Used ---...
  • Page 176 Issue 4.0 UNIVERGE SV8100 Function Number List (Continued) [1] Normal Function Code (00 ~ 99) (Service Code 751) Function Function Additional Data LED Indication Number Tandem Ringing 1 = Set Red On: Active 0 = Cancel Extension Number to Tandem...
  • Page 177 UNIVERGE SV8100 Issue 4.0 Function Number List [2] Appearance Function Level (*00 ~ *99) (Service Code 752) Function Function Additional Data LED Indication Number  ICM Key None Red On: Off Hook on Intercom Call Red Blink: Intercom Call on Hold ...
  • Page 178 Issue 4.0 UNIVERGE SV8100 Function Number List (Continued) [2] Appearance Function Level (*00 ~ *99) (Service Code 752)  ACD Overflow Control ACD Group Number Red On: Enable Slow Blink (Red): Disable  ACD Queue Status Display Check  Warning Message...
  • Page 179 UNIVERGE SV8100 Issue 4.0 LED Pattern 0 : [OFF] LED Pattern 1 : [FL: On(500ms)/Off(500ms)] LED Pattern 2 : [WK: On(250ms)/Off(250ms)] LED Pattern 3 : [RW: On(125ms)/Off(125ms)] LED Pattern 4 : [IR: On(125ms)/Off(125ms)/On(125ms)/Off(625ms)] LED Pattern 5 : [IL: On(875ms)/Off(125ms)] LED Pattern 6 : [IW: On(625ms)/Off(125ms)/On(125ms)/Off(125ms)]...
  • Page 180 Issue 4.0 UNIVERGE SV8100 Conditions When a key is programmed using service code 752, that key cannot be  programmed with a function using the 751 code until the key is undefined (000). For example, with a Park Key programmed by dialing 752 + 04 must be ...
  • Page 181 UNIVERGE SV8100 Issue 4.0 15-08 : Incoming Virtual Extension Ring Tone Setup Description Use Program 15-08 : Incoming Virtual Extension Ring Tone Setup to assign a ring tone range (0~4) to incoming virtual extensions assigned to a Virtual Extension key (Program 15-07). If you enable ringing for the key in Program 15-09, the key rings with the tone you set in this program.
  • Page 182 Issue 4.0 UNIVERGE SV8100 Program 15 : 08 – Incoming Signal Frequency Patterns (Continued) High 2000 Pattern 4 Middle 1400 1100 High 1100 1400 Internal Incoming Signal Middle Frequency Conditions None Feature Cross Reference None Telephone Programming Instructions To enter data for Program 15-08 (Incoming Virtual Extension Ring Tone Setup): Enter the programming mode.
  • Page 183 UNIVERGE SV8100 Issue 4.0 15-09 : Virtual Extension Ring Assignment Description Use Program 15-09 : Virtual Extension Ring Assignment to assign the ringing options for an extension Virtual Extension Key or Virtual Extension Group Answer Key which is defined in Program 15-07. You make an assignment for each Night Service Mode.
  • Page 184 Issue 4.0 UNIVERGE SV8100 Telephone Programming Instructions To enter data for Program 15-09 (Virtual Extension Ring Assignment): Enter the programming mode. 15 09 15-09-01 TEL301200 KY01 Mode1 =0:No  Enter the number of the item you want to program. 15-09-nn...
  • Page 185 UNIVERGE SV8100 Issue 4.0 15-10 : Incoming Virtual Extension Ring Tone Order Setup Description Use Program 15-10 : Incoming Virtual Extension Ring Tone Order Setup to set the priority (1~4) for the Virtual Extension Ring Tones set in Program 15-08. When Virtual Extension calls ring an extension simultaneously, the tone with the highest order number (e.g., 1) rings.
  • Page 186 Issue 4.0 UNIVERGE SV8100 Feature Cross Reference None Telephone Programming Instructions To enter data for Program 15-10 (Incoming Virtual Extension Ring Tone Order Setup): Enter the programming mode. 15 10 15-10-01 TEL301200 Order1 0:Pattern1  Enter the number of the item you want to program.
  • Page 187 UNIVERGE SV8100 Issue 4.0 15-11 : Virtual Extension Delayed Ring Assignment Description Use Program 15-11 : Virtual Extension Delayed Ring Assignment to assign the delayed ringing options for an extension Virtual Extension or Virtual Extension Group Answer keys (defined in Program 15-09). You make an assignment for each Night Service Mode.
  • Page 188 Issue 4.0 UNIVERGE SV8100 Telephone Programming Instructions To enter data for Program 15-11 (Virtual Extension Delayed Ring Assignment): Enter the programming mode. 15 11 15-11-01 TEL301200 KY01 Mode1 =0:No  back select Enter the number of the item you want to program.
  • Page 189 UNIVERGE SV8100 Issue 4.0 20-02 : System Options for Multiline Telephones Description Use Program 20-02 : System Options for Multiline Telephones to set various system options for multiline telephones. Input Data Item Related Item Input Data Default Programming = Display...
  • Page 190 Issue 4.0 UNIVERGE SV8100 Input Data (Continued) Item Related Item Input Data Default Programming Time and Date Display Mode Set how the Time and Date appear on Type 1 = (12 hour) 10 MAR TUE 3:15PM display telephones. There are eight Type 2 = (12 hour) 3:15PM MAR 10 TUE display modes.
  • Page 191 UNIVERGE SV8100 Issue 4.0 Input Data (Continued) Item Related Item Input Data Default Programming Virtual Extension Mode 0 = No Sets the mode of a virtual extension 1 = Yes key that appears on a DSS console. Phone Operation Mode...
  • Page 192 Issue 4.0 UNIVERGE SV8100 Telephone Programming Instructions To enter data for Program 20-02 (System Options for Multiline Telephones): Enter the programming mode. 20 02 20-02-01 TRK-GP_Key_OP 0:Display  back select Enter the number of the item you want to program.
  • Page 193 UNIVERGE SV8100 Issue 4.0 20-04 : System Options for Virtual Extensions Description Use Program 20-04 : System Options for Virtual Extensions to set up various system options for Virtual Extensions. There are 256 available virtual extension ports. Input Data Item...
  • Page 194 Issue 4.0 UNIVERGE SV8100 20 04 20-04-01 V-Ext.Answer 1:Keep  Enter the number of the item you want to program. 20-04-nn nnnnn  Enter data for the item you selected + Hold. Enter data for the next item in the program.
  • Page 195 UNIVERGE SV8100 Issue 4.0 20-06 : Class of Service for Extensions Description Use Program 20-06 : Class of Service for Extensions to assign a Class of Service (COS) to an extension. There are15 Classes of Service that can be assigned. To specify the options in each Class of Service, refer to Programs 20-07 through 20-13.
  • Page 196 Issue 4.0 UNIVERGE SV8100 Enter the number of the item you want to program. 20-06-nn TELnnn nnnnn  To select the telephone number to be programmed, press the FLASH or the volume  or  keys. Enter data for the item you selected + Hold.
  • Page 197 UNIVERGE SV8100 Issue 4.0 20-13 : Class of Service Options (Supplementary Service) Description Use Program 20-13 : Class of Service Options (Supplementary Service) to define the supplementary feature availability for each extension Class of Service (COS). Input Data Class of Service Number...
  • Page 198 Issue 4.0 UNIVERGE SV8100 Default Item Related Item Input Data Programming 01~14 Room Monitor, Initiating Extension 0 = Off Turns off or on an extension ability to Room Monitor 1 = On other extensions. Room Monitor, Extension Being Monitored 0 = Off...
  • Page 199 UNIVERGE SV8100 Issue 4.0 Default Item Related Item Input Data Programming 01~14 Display the Reason for Transfer 0 = Off Select whether an extension should display the reason 1 = On a call is being transferred to their extension (Call Forward Busy, Call Forward No Answer, DND).
  • Page 200 Issue 4.0 UNIVERGE SV8100 Default Item Related Item Input Data Programming 01~14 Call Duration Timer Display 0 = Off Turns off or on an extension display of the Call Duration 1 = On Time. The system waits until the interdigit time (Program 21-01-01) expires before beginning this timer.
  • Page 201 UNIVERGE SV8100 Issue 4.0 Default Item Related Item Input Data Programming 01~14 AIC Agent display which call is from 0 = Off Determine if the station logged in via AIC codes will 1 = On show which queue the call is coming from.
  • Page 202 Issue 4.0 UNIVERGE SV8100 Enter the number of the item you want to program. 20-13-nn FCTN Clsnn nnnnn  To select the Class of Service number to be programmed, press the FLASH or the volume  or  keys. Enter data for the item you selected + Hold.
  • Page 203 UNIVERGE SV8100 Issue 4.0 22-01 : System Options for Incoming Calls Description Use Program 22-01 : System Options for Incoming Calls to define the system options for incoming calls. Input Data Item Related Item Input Data Default Description Program = Intercom...
  • Page 204 Issue 4.0 UNIVERGE SV8100 Input Data Item Related Item Input Data Default Description Program VRS Waiting = Enable This program sets up the operation mode 22-14 Message 22-15 for Auto Attendant and Queuing Message. Always Operation 22-08 = Change by...
  • Page 205 UNIVERGE SV8100 Issue 4.0 Enter data for the item you selected + Hold. Enter data for the next item in the program. - OR - Press MSG once to enter a new item number. - OR - Press MSG until you exit that series programming section.
  • Page 206 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 4 - 60...
  • Page 207 UNIVERGE SV8100 Issue 4.0 22-03 : Trunk Ring Tone Range Description Use Program 22-03 : Trunk Ring Tone Range to select the ring tone range for the trunk. The trunk uses a ring tone in the range selected when it rings an extension.
  • Page 208 Issue 4.0 UNIVERGE SV8100 Table 4-3 Program 22 : 03 – Incoming Signal Frequency Patterns High 2000Hz 1100Hz 16Hz Pattern 7 Middle 2000Hz 540Hz 16Hz 1100Hz 760Hz 16Hz High 2000Hz 1100Hz Pattern 8 Middle 2000Hz 540Hz 1100Hz 760Hz Conditions None...
  • Page 209 UNIVERGE SV8100 Issue 4.0 22-05 : Incoming Trunk Ring Group Assignment Description Use Program 22-05 : Incoming Trunk Ring Group Assignment to assign trunks to incoming Ring Groups. There are 100 available Ring Groups. Input Data Trunk Port Number 001~200...
  • Page 210 Issue 4.0 UNIVERGE SV8100 Enter the number of the item you want to program. 22-05-nn Trunknnn nnnnn  To select the trunk number to be programmed, press the FLASH or the volume  or  keys. Enter data for the item you selected + Hold.
  • Page 211 UNIVERGE SV8100 Issue 4.0 30-01 : DSS Console Operating Mode Description Use Program 30-01 : DSS Console Operating Mode to set the mode of the system DSS Consoles. The entry for this option applies to all the system DSS Consoles. The...
  • Page 212 Issue 4.0 UNIVERGE SV8100 Telephone Programming Instructions To enter data for Program 30-01 (DSS Console Operating Mode): Enter the programming mode. 30 01 30-01-01 Operation_Mode0:Business  back select Enter the number of the item you want to program. 30-01-nn nnnnn ...
  • Page 213 UNIVERGE SV8100 Issue 4.0 30-02 : DSS Console Extension Assignment Description Use Program 30-02 : DSS Console Extension Assignment to identify which extensions have DSS Consoles connected. Up to 32 different extensions with DSS Consoles can be set up. A single ...
  • Page 214 Issue 4.0 UNIVERGE SV8100 Telephone Programming Instructions To enter data for Program 30-02 (DSS Console Extension Assignment): Enter the programming mode. 30 02 30-02-01 DSS1 Ext.Number  back select Enter the number of the item you want to program. 30-02-nn...
  • Page 215 UNIVERGE SV8100 Issue 4.0 30-03 : DSS Console Key Assignment Description Use Program 30-03 : DSS Console Key Assignments to customize the key assignments for 60-button DSS Consoles. A DSS Console key can have any function up to four digits long (e.g., extension number or Service Code).
  • Page 216 Issue 4.0 UNIVERGE SV8100 Function Number List [1] General functional level (00~99) Function Function Additional Data LED Indication Number --- Not Used --- DSS / One-Touch Extension Number or any Red On: Extension Busy Numbers (up to 24 digits) Off: Extension Idle...
  • Page 217 UNIVERGE SV8100 Issue 4.0 Function Number List (Continued) [1] General functional level (00~99) Function Function Additional Data LED Indication Number External All Call Paging Red On: Active Internal Group Paging Internal Paging Number Red On: Active (01~64) Internal All Call Paging...
  • Page 218 Issue 4.0 UNIVERGE SV8100 Function Number List (Continued) [1] General functional level (00~99) Function Function Additional Data LED Indication Number Room Monitoring Rapid Blink (Red): Under Monitored Slow Blink (Red): Under Monitoring With Room Monitor there are two parties in the monitor, one being monitored and one who is monitoring.
  • Page 219 UNIVERGE SV8100 Issue 4.0 Function Number List (Continued) [1] General functional level (00~99) Function Function Additional Data LED Indication Number Rapid Blink (Red) General Purpose LED 001~100: Indication 101~200: Rapid Blink (Green) 201~300: Red On,Green Rapid Blink Department Incoming Call –...
  • Page 220 Issue 4.0 UNIVERGE SV8100 Function Number List (Continued) [1] General functional level (00~99) Function Function Additional Data LED Indication Number Automated Attendant Extension Number or Pilot Red On: Set Up for All Calls (In-Skin) Number Slow Blink (Red): Set Up for Busy/No...
  • Page 221 UNIVERGE SV8100 Issue 4.0 Function Number List (Continued) [2] Appearance Function Level (  00 -  99) (Service Code 752)  Trunk Key Trunk Number (001~200) --- Not Used ---   --- Not Used --- Park Key Park Number (01~64) ...
  • Page 222 Issue 4.0 UNIVERGE SV8100 Telephone Programming Instructions To enter data for Program 30-03 (DSS Console Key Assignment): Enter the programming mode. 30 03 30-03-01 DSS1 KY01 = 01  back select Enter the number of the item you want to program.
  • Page 223 UNIVERGE SV8100 Issue 4.0 30-05 : DSS Console Lamp Table Description Use Program 30-05 : DSS Console Lamp Table to define the LED patterns for functions on the DSS consoles. Input Data Lamp Item Item Pattern Default Data Busy Extension...
  • Page 224 Issue 4.0 UNIVERGE SV8100 LED Patterns for DSS Console LED Pattern 0 : [OFF] LED Pattern 1 : [FL: On(500ms)/Off(500ms)] LED Pattern 2 : [WK: On(250ms)/Off(250ms)] LED Pattern 3 : [RW: On(125ms)/Off(125ms)] LED Pattern 4 : [IR: On(125ms)/Off(125ms)/On(125ms)/Off(625ms)] LED Pattern 5 : [IL: On(875ms)/Off(125ms)]...
  • Page 225 UNIVERGE SV8100 Issue 4.0 Telephone Programming Instructions To enter data for Program 30-02 (DSS Console Extension Assignment): Enter the programming mode. 30 02 30-02-01 DSS1 Ext.Number  back select Enter the number of the item you want to program. 30-02-nn...
  • Page 226 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 4 - 80...
  • Page 227 UNIVERGE SV8100 Issue 4.0 41-01 : System Options for ACD Description define the system options for the ACD Program 41-01 : System Options for ACD feature. Input Data Item Item Input Data Default Description System Supervisory Up to eight digits...
  • Page 228 Issue 4.0 UNIVERGE SV8100 41 10 41-01-01 Supervisor_Ext  back select Enter the number of the item you want to program. 41-01-nn nnnnn  Enter data for the item you selected + Hold. Enter data for the next item in the program.
  • Page 229 UNIVERGE SV8100 Issue 4.0 41-02 : ACD Group and Agent Assignments Description , for each ACD extension Program 41-02 : ACD Group and Agent Assignments number, assign an ACD Group (1~64). An ACD Group number is assigned to each Work Period number (1~8).
  • Page 230 Issue 4.0 UNIVERGE SV8100 Telephone Programming Instructions To enter data for Program 41-02 (ACD Group and Agent Assignments): Enter the programming mode. 41 02 41-02-01 TEL301 Mode1 Group 0  back select Enter the number of the item you want to program.
  • Page 231 UNIVERGE SV8100 Issue 4.0 41-03 : Incoming Ring Group Assignment for ACD Group Description , for each Program 41-03 : Incoming Ring Group Assignments for ACD Group incoming trunk group set up in Program 22-05, designate which ACD Group (1~64) the trunks should ring for each of the eight Work Periods.
  • Page 232 Issue 4.0 UNIVERGE SV8100 Telephone Programming Instructions To enter data for Program 41-03 (Incoming Ring Group Assignment for ACD Group): Enter the programming mode. 41 03 41-03-01 INC Group1 Mode1 Group 0  back select Enter the number of the item you want to program.
  • Page 233 UNIVERGE SV8100 Issue 4.0 41-04 : ACD Group Supervisor Description For each ACD Group (1~64), use to assign Program 41-04 : ACD Group Supervisor the group supervisor extension and operating mode. Operating modes are: 0 = Supervisor extension does not receive ACD Group calls.
  • Page 234 Issue 4.0 UNIVERGE SV8100 Telephone Programming Instructions To enter data for Program 41-04 (ACD Group Supervisor): Enter the programming mode. 41 04 41-04-01 ACD Group1 GP_Supervisor  back select Enter the number of the item you want to program. 41-04-nn...
  • Page 235 UNIVERGE SV8100 Issue 4.0 41-05 : ACD Agent Work Schedules Description to set up the Work Schedules for Program 41-05 : ACD Agent Work Schedules ACD Agents and Groups. For each ACD Work Schedule (1~4), designate the start and stop times for each of the eight Work Periods. After you set up the schedules in this program, assign them to days of the week in Program 41-07.
  • Page 236 Issue 4.0 UNIVERGE SV8100 Telephone Programming Instructions To enter data for Program 41-05 (ACD Agent Work Schedules): Enter the programming mode. 41 05 41-05-01 Time Pttn 1 Mode1 Start_Time=00:00  back select Enter the number of the item you want to program.
  • Page 237 UNIVERGE SV8100 Issue 4.0 41-06 : Trunk Work Schedules Description to set up the Work Schedules for trunks. Program 41-06 : Trunk Work Schedules For each Work Schedule (1~4), designate the start and stop times for each of the eight Work Periods. After you set up the schedules, assign them to days of the week in Program 41-07.
  • Page 238 Issue 4.0 UNIVERGE SV8100 To select the Time Pattern number to be programmed, press the FLASH or the volume  or  keys. Enter data for the item you selected + Hold. Enter data for the next item in the program.
  • Page 239 UNIVERGE SV8100 Issue 4.0 41-07 : ACD Weekly Schedule Setup Description to assign the four Work Schedules Program 41-07 : ACD Weekly Schedule Setup (1~4) to days of the week. The assignments you make in this program apply to both the ACD Agent Work Schedules (Program 41-05) and the Trunk Work Schedules (Program 41-06).
  • Page 240 Issue 4.0 UNIVERGE SV8100 Enter the number of the item you want to program. 41-07-nn nnnnn  Enter data for the item you selected + Hold. Enter data for the next item in the program. - OR - Press MSG once to enter a new item number.
  • Page 241 UNIVERGE SV8100 Issue 4.0 41-08 : ACD Overflow Options Description For each ACD Group (1~64), use to assign the Program 41-08 : ACD Overflow Options overflow mode (0~9), destination and announcement message types. Delay announcement functions are not available for ACD pilot number calls. Each ACD Group can have unique overflow options.
  • Page 242 Issue 4.0 UNIVERGE SV8100 Conditions None Feature Cross Reference Automatic Call Distribution (ACD)  Telephone Programming Instructions To enter data for Program 41-08 (ACD Overflow Options): Enter the programming mode. 41 08 41-08-01 ACD Group1 O-Flow_Mode 0:None  back select Enter the number of the item you want to program.
  • Page 243 UNIVERGE SV8100 Issue 4.0 41-09 : ACD Overflow Table Setting Description to define the ACD group to which a Program 41-09 : ACD Overflow Table Setting call is transferred when overflow occurs. Input Data ACD Group No. 01~64 Priority Item...
  • Page 244 Issue 4.0 UNIVERGE SV8100 To select the ACD Group number to be programmed, press the FLASH or the volume  or  keys. Enter data for the item you selected + Hold. Enter data for the next item in the program.
  • Page 245 UNIVERGE SV8100 Issue 4.0 41-10 : ACI Delay Announcement Description to define the ACI port number to be Program 41-10 : ACI Delay Announcement used for the delay announcement. This program is activated when the delay announcement source and options are assigned as ACI in Program 41-08-03.
  • Page 246 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 4 - 100...
  • Page 247 UNIVERGE SV8100 Issue 4.0 41-11 : VRS Delay Announcement Description to assign the VRS message number to Program 41-11 : VRS Delay Announcement be used as the message source for the 1st and 2nd Delay Announcement Messages. Refer to Program 41-08 for more on setting up the ACD overflow options.
  • Page 248 Issue 4.0 UNIVERGE SV8100 Queue Depth Announcement 0 = Disable Input when the Queue Depth 1 = After 1st (1st) Announcement will be played. 2 = After 2nd (2nd) 3 = After 1st and 2nd (1st and 2nd) Conditions None...
  • Page 249 UNIVERGE SV8100 Issue 4.0 41-12 : Night Announcement Setup Description to define the night announce voice Program 41-12 : Night Announcement Setup resource and sending time for each ACD group. Night announcement availability depends on the setting in Program 41-03-02. The night announcement function is not available for ACD pilot number calls.
  • Page 250 Issue 4.0 UNIVERGE SV8100 41 12 41-12-01 ACD Group1 NT Source 0:ACI  back select Enter the number of the item you want to program. 41-12-nn ACD Groupnn nnnnn  To select the ACD Group number to be programmed, press the FLASH or the volume ...
  • Page 251 UNIVERGE SV8100 Issue 4.0 41-13 : VRS Message Number for Night Announcement Description to define the Program 41-13 : VRS Message Number for Night Announcement VRS message number to be used as the night announcement. This program is activated when the night announcement source is assigned as VRS in Program 41-12.
  • Page 252 Issue 4.0 UNIVERGE SV8100 Enter the number of the item you want to program. 41-13-nn ACD Groupnn nnnnn  To select the ACD Group number to be programmed, press the FLASH or the volume  or  keys. Enter data for the item you selected + Hold.
  • Page 253 UNIVERGE SV8100 Issue 4.0 41-14 : ACD Options Description to set various options for ACD Groups. When you Program 41-14 : ACD Options set an option for an ACD Group, the setting is in force (if applicable) for all agents in the group.
  • Page 254 Issue 4.0 UNIVERGE SV8100 Item Item Input Data Default Automatic Wrap Up End Time 0~64800 (sec) Input the time the agent will be in Wrap mode when Wrap key is pressed, or automatically put into Wrap mode. ACD No Answer Skip Time...
  • Page 255 UNIVERGE SV8100 Issue 4.0 Telephone Programming Instructions To enter data for Program 41-14 (ACD Options): Enter the programming mode. 41 14 41-14-01 ACD Group1 EMG Call Mode 0:On  back select Enter the number of the item you want to program.
  • Page 256 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 4 - 110...
  • Page 257 UNIVERGE SV8100 Issue 4.0 41-15 : ACD Queue Alarm Information Description to assign the options for Audible Program 41-15 : ACD Queue Alarm Information Indication for Log Out / Off Duty mode for each ACD group. These program settings provide an alarm to the agents, but no Queue Status Display is indicated.
  • Page 258 Issue 4.0 UNIVERGE SV8100 Feature Cross Reference Automatic Call Distribution (ACD)  Telephone Programming Instructions To enter data for Program 41-15 (ACD Queue Alarm Information): Enter the programming mode. 41 15 41-15-01 ACD Group1 ACD Alarm  back select Enter the number of the item you want to program.
  • Page 259 UNIVERGE SV8100 Issue 4.0 41-16 : ACD Threshold Overflow Description to define the value of the ACD threshold Program 41-16 : ACD Threshold Overflow call overflow and the mode for each ACD group. Input Data ACD Group No. 01~64 Item...
  • Page 260 Issue 4.0 UNIVERGE SV8100 Enter the number of the item you want to program. 41-16-nn ACD Groupnn nnnnn  To select the ACD Group number to be programmed, press the FLASH or the volume  or  keys. Enter data for the item you selected + Hold.
  • Page 261 UNIVERGE SV8100 Issue 4.0 41-17 : ACD Login Mode Setup Description to define the ACD login mode for each Program 41-17 : ACD Login Mode Setup extension. If the AIC Login Mode is enabled, set the AIC Login and AIC Logout service codes for the AIC members in Program 11-13-08 and 11-13-09.
  • Page 262 Issue 4.0 UNIVERGE SV8100 To select the telephone number to be programmed, press the FLASH or the volume  or  keys. Enter data for the item you selected + Hold. Enter data for the next item in the program.
  • Page 263 UNIVERGE SV8100 Issue 4.0 41-18 : ACD Agent Identity Code Setup Description to define the ACD Agent Identity Program 41-18 : ACD Agent Identity Code Setup Code Table. Input Data AIC Table No. 001~512 Item Item Input Data Default ACD Agent Identity Code...
  • Page 264 Issue 4.0 UNIVERGE SV8100 Telephone Programming Instructions To enter data for Program 41-18 (ACD Agent Identity Code Setup): Enter the programming mode. 41 18 41-18-01 AIC TBL 1 AIC Code  back select Enter the number of the item you want to program.
  • Page 265 UNIVERGE SV8100 Issue 4.0 41-19 : ACD Voice Mail Delay Announcement Description to assign In-Mail Master Program 41-19 : ACD Voice Mail Delay Announcement Mailboxes (PRG 47-03) as ACD Delay “Announcement” Mailboxes. Input Data ACD Group Number 1 ~ 64...
  • Page 266 Issue 4.0 UNIVERGE SV8100 Conditions None Feature Cross Reference None 4 - 120...
  • Page 267 UNIVERGE SV8100 Issue 4.0 41-21 : ACD Login ID Setup Description ACD Login ID Setup to assign the Login ID code to Skill Table Program 41-21 : used for ACD Skill Based Routing Input Data ACD Group No. 01~64 Item...
  • Page 268 Issue 4.0 UNIVERGE SV8100 41-22 : ACD Skill Base Routing Setup Description ACD Skill Base Routing Setup to assign if the ACD Group can Program 41-22 : use or not use Skill Based Routing. Input Data ACD Group No. 01~64...
  • Page 269 UNIVERGE SV8100 Issue 4.0 41-23 : ACD Skill Table Setup Description Use Program 41-23 : ACD Skill Table Setup to assign the skill level per table for each ACD Group. Input Data ACD Group No. 01~64 Item Item Input Data...
  • Page 270 Issue 4.0 UNIVERGE SV8100 41-24 : Caller ID Marking Setup Description to assign Enable/Disable the availability Program 41-24 : Caller ID Marking Setup of setting that the ACD Agent can mark the originator caller ID, system base. Input Data ACD Group No.
  • Page 271 UNIVERGE SV8100 Issue 4.0 47-03 : UNIVERGE SV8100 InMail Master Mailbox Options Description to set up the 32 Group Mailboxes 47-03 : SV8100 InMail Master Mailbox Options (01~32). A Group Mailbox is used for Department Group overflow and can be a Subscriber or Call Routing.
  • Page 272 Issue 4.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 4 - 126...
  • Page 273 UNIVERGE SV8100 Issue 4.0 90-20 : Traffic Report Data Setup Description Use Program 90-20 : Traffic Report Data Setup to define the details of the traffic report. Input Data Item Item Input Data Default Call Traffic Output 0 = Not measured...
  • Page 274 Issue 4.0 UNIVERGE SV8100 Conditions None Feature Cross Reference Traffic Reports  Telephone Programming Instructions To enter data for Program 90-20 (Traffic Report Data Setup): Enter the programming mode. 90 20 90-20-01 Call Traffic 0:No  back select Enter the number of the item you want to program.
  • Page 275 UNIVERGE SV8100 Issue 4.0 90-21 : Traffic Report Output Description Use Program 90-21 : Traffic Report Output to define the output port to be used as the traffic report output. Input Data Item Item Input Data Default Output Port Type...
  • Page 276 Issue 4.0 UNIVERGE SV8100 Enter data for the item you selected + Hold. Enter data for the next item in the program. - OR - Press MSG once to enter a new item number. - OR - Press MSG until you exit that series programming section.
  • Page 278 (ACD) UTOMATIC ISTRIBUTION NSTALLATION ANUAL NEC Corporation of America Issue 4.0...

Table of Contents