NEC UNIVERGE SV8100 Features & Specifications Manual page 76

Issue 5.0
Timing of alarm and
display queue
status
.
If a telephone is not idle, it cannot use the Queue Status Display Programmable Function key.
.
The Queue Status Display is not shown and the Queue Alarm is not heard by ACD agents in Off-Duty mode.
.
To scroll through the ACD groups queue status, the Queue Status Display Programmable Function key must be
used. You cannot scroll when the Queue Status Display is displayed due to an alarm.
.
If the Queue Status display and alarm are active and the queued called is answered/disconnected, the display and
alarm continue until the times in Program 41-20-02 and Program 41-20-05 expire.
.
When an overflowed call is in queue, the call is included in its original ACD group queue and not in the group
queue to which it overflowed.
.
The Queue Status is not displayed on a supervisor's telephone based on the settings in Programs
41-20-xx. The supervisor must use the Queue Status Display Programmable Function key to view the queue.
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. 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.
1 - 66
Available in Program
Feature
41-15-01~02
Alarm triggered after the
number of calls in
Program 41-15-01 is
Available in Program
Alarm triggered after the
Program 41-20-01 is
exceeded. exceeded. Then follows
Program 41-20-03
timing for displaying
®
-based software programs designed to
UNIVERGE SV8100
41-20-01~05
number of calls in
status.
Automatic Call Distribution (ACD)