NEC UNIVERGE SV8100 Features & Specifications Manual page 77

UNIVERGE SV8100
ACD Skill Based Routing
With V5.0 or higher CPU Software, th esystem can receive and distribute ACD calls based on the
Agents's skill level. There are seven priority levels that the Agents can be set to for each ACD queue.
Each queue can have a different priority level. This works for both AIC and Normal Agenst. The skill
levels are based on the Login ID that the Agents use. Refer to the ACD Installation Manual for more
information on how to set this up.
Conditions
System:
InMail can be used to play ACD Delay Announcements.
If all agents are logged out of an ACD Queue, a transferred call to the ACD Pilot number
recalls immediately back to the transferring party.
If all agents are logged out of an ACD Queue trunk call directly, ringing the Queue is placed
in queue.
If defined in Program 22-11-03, DID calls in queue display the trunk name with the Queue
Status feature.
When Program 12-07-01 is customized, an agent's display does not indicate the WAIT
ACD LOGIN status, however an agent may still log in.
Conversation Recording is programmed system-wide – it is not ACD feature-specific.
Refer to the UNIVERGE SV8100 ACD Manual for additional information.
Up to 16 channels (speech paths) are available when using the DSP with VRS installed on
the CD-CP00 for messages.
When the PGD(2)-U10 ADP is providing the 1st Delay Announcements, it continues to play
until the call is answered, abandoned, or the timer in 41-10-04 expires and starts to play the
2nd Delay Announcement. The 2nd Delay Announcement continues to play until the call is
answered, abandoned, or the timer in 41-10-05 expires and drops the call. This message
does not start from the beginning because it is on a constant loop.
The Dial Out of Queue feature is not supported during InMail Delay Announcements.
Wireless DECT (SIP) is not supported with ACD.
When all InMail talk paths (ports) are simultaneously being accessed by InMail Mailbox
subscribers or Voice Mail Delay Announcements, or combination of the two, the next
incoming call to the InMail will Ring No Answer until an available talk path becomes idle
(First Come – First Served).
When Voice Mail Delay Announcements are being played, InMail talk paths (ports) are
used.
InMail cannot be used for ACD Night Announcement.
Automatic Call Distribution (ACD)
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