Hotline For Acd Agents - NEC univerge sv8100 Installation Manual

UNIVERGE SV8100
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.
Enhanced for ACD applications, Hotline provides a unique Busy Lamp Field (BLF) for
ACD agents as well as a BLF for co-workers that are not ACD agents. The charts
below show both sets of BLF indications.
ACD Installation Manual

Hotline for ACD Agents

BLF Indicator
Off
On
Double Wink Off
Wink Off
Double Wink On
BLF for co-workers who are not ACD Agents
BLF Indicator
Off
On
Fast Flash
Conditions

An extension user cannot use Hotline to pick up a call ringing their
Hotline partner's extension.

The DSS Console will show agent status only if it is programmed as a
ACD DSS Console in Program 30-01-01.

Hotline does not override Do Not Disturb.
BLF For ACD Agents
ACD Agent Status
Idle and is not an ACD Agent
Making an emergency call
Logged off or not installed
Co-worker Status
Busy or ringing
In Do Not Disturb — All calls (option 3) or intercom calls (option 2)
Busy
Logged on
Idle
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