Table Of Contents - NEC univerge sv8100 Installation Manual

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Chapter 1
Section 1 What is ACD? .......................................................................................... 1-1
1.1
1.2
Chapter 2
Section 1 Arrange Extensions into ACD Groups .................................................. 2-1
Section 2
Section 3 Assign Extensions for Each Work Period ............................................ 2-7
Section 4
Section 5
Section 6 Assign Incoming Trunk Ring Groups to ACD Groups ...................... 2-14
Section 7
Section 8 Basic Operations ................................................................................... 2-19
8.1
8.2
8.3
8.4
Chapter 3
Section 1 Determining Which Advanced Features Are Needed .......................... 3-1
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ACD Installation Manual

TABLE OF CONTENTS

Introduction
Equitable Distribution of Calls Among Agents ............................................. 1-1
Unique Considerations ................................................................................ 1-2
Setting Up ACD for the First Time
Set Up Work Schedules and Work Periods .......................................... 2-4
Arrange Trunks Into Incoming Ring Groups ...................................... 2-10
Determine Trunk Work Schedules ....................................................... 2-12
Basic Programming .............................................................................. 2-17
Transferring Calls to an ACD Group ......................................................... 2-19
Answering Outside Calls that Ring Your ACD Group ................................ 2-20
Agent Log In and Log Out ......................................................................... 2-20
Changing ACD Group Assignment ............................................................ 2-21
Advanced ACD Features
ACD Setup Options ........................................................................... 3-3
ACD Skill Based Routing .................................................................. 3-7
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