NEC UNIVERGE SV8100 Features & Specifications Manual page 70

Issue 5.0
Multiple Agent Log In
ACD agents can log in any extension with multiple AICs (up to three). Using the example setup above,
ACD works as follows:
EXAMPLE:
Example 1: Log In with AIC 789 and 567
During Mode Pattern 1, ACD agents belong to ACD groups 1, 2, 10 and 16 at the same time.
o
During Mode Patter 2, ACD agents belong to ACD groups 1 and 10.
o
During Mode Pattern 3~8, ACD agents belong to only ACD group 10.
o
Example 2: Log In with AIC 789, 567 and 678
During Mode Pattern 1, ACD agents belong to ACD groups 1, 2, 3, 5, 10 and 16 at the same time.
o
During Mode Pattern 2, ACD agents belong to ACD groups 1, 2, 3, 5 and 10.
o
During Mode Pattern 3~8, ACD agents belong to only ACD groups 2, 3, 5 and 10.
o
Some conditions with Multiple Agent Log In:
ACD agents cannot log in to the system supervisor or group supervisor extension.
To log in with AIC, the extension should be set to AIC Log In mode in Program 41-17-01.
If the extension is set to AIC log in mode in Program 41-17-01, the system ignores the setting of
Program 41-02-01 for the extension.
Multiple extensions (up to the maximum capacity of the extension) can log-in with one AIC. For
example, even if ACD agent A logs in extension 350 with AIC 789, ACD agent B can also log in to
extension 351 with the same AIC 789 at the same time.
A supervisor cannot log out an agent logged in by an AIC code.
Emergency Call
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 join in the conversation.
Emergency Call can be a big help to inexperienced ACD Agents that need technical advise or
assistance with a difficult caller. The supervisor can easily listen to the conversation and then "jump in" if
the situation gets out of hand.
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UNIVERGE SV8100
Automatic Call Distribution (ACD)