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ACD Installation Manual
GVT-010790-301-00 NA
ISSUE 1.0

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   Summary of Contents for NEC SL2100

  • Page 1

    ACD Installation Manual GVT-010790-301-00 NA ISSUE 1.0...

  • Page 2

    Copyright NEC Corporation reserves the right to change the specifications, functions, or features at any time, without notice. NEC Corporation has prepared this document for use by its employees and customers. The information contained herein is the property of NEC Corporation and shall not be reproduced without prior written approval of NEC Corporation.

  • Page 3: Table Of Contents

    ISSUE 1.0 SL2100 TABLE OF CONTENTS Chapter 1 Introduction Section 1 WHAT IS ACD?....................1-1 Chapter 2 Setting Up ACD for the First Time Section 1 ARRANGE EXTENSIONS INTO ACD GROUPS..........2-1 Section 2 SET UP WORK SCHEDULES AND WORK PERIODS........2-2 Section 3 ASSIGN EXTENSIONS FOR EACH WORK PERIOD........

  • Page 4

    SL2100 ISSUE 1.0 Operation......................3-23 Queue Status Display....................3-24 Description....................... 3-24 Programming....................3-25 Related Features....................3-26 Operation......................3-26 Supervisor, ACD Group..................... 3-27 Description....................... 3-27 Programming....................3-27 Related Features....................3-27 Operation......................3-28 Supervisor, ACD System................... 3-31 Description....................... 3-31 Programming....................3-31 Related Features....................3-32 Operation......................

  • Page 5

    ISSUE 1.0 SL2100 15-07 : Programmable Function Keys.............. 4-17 15-08 : Incoming Virtual Extension Ring Tone Setup........4-25 15-09 : Virtual Extension Ring Assignment............4-27 15-10 : Incoming Virtual Extension Ring Tone Order Setup......4-28 15-11 : Virtual Extension Delayed Ring Assignment........4-30 Program 20 : System Option Setup................

  • Page 6: List Of Tables

    SL2100 ISSUE 1.0 LIST OF TABLES Table 2-1 Sample ACD Group Worksheet................. 2-2 Table 2-2 Sample ACD Agent Work Schedule Worksheet (41-05-01)....... 2-3 Table 2-3 ACD Agent Work Schedule Worksheet (41-05-01)..........2-3 Table 2-4 Sample ACD Assignment Worksheet (41-02-01)..........2-5 Table 2-5 ACD Assignment Worksheet (41-02-01)............

  • Page 7: Chapter 1 Introduction

    Introduction 1 WHAT IS ACD? ECTION 1.1 Equitable Distribution of Calls Among Agents Automatic Call Distribution (ACD) uniformly distributes calls among member agents of a programmed ACD Group. When a call rings into an ACD Group, the system automatically routes the call to the agent that has been idle the longest.

  • Page 8

    SL2100 ISSUE 1.0 ACD Agents and Non-ACD Ring Groups If an ACD agent is assigned to several different ring groups (Program 22-04-01), while they are logged into the ACD group, they will only receive calls from the ACD ring group. Calls from other ring groups will only ring the agent's extension while they are logged out.

  • Page 9: Chapter 2 Setting Up Acd For The First Time

    Setting Up ACD for the First Time When setting up ACD for the first time, perform the following procedures in the sequence listed below. Arrange Extensions into ACD Groups. Set up Work Schedules and Work Periods. Assign Extension to ACD Groups for each Work Period. Arrange Trunks into incoming Ring Groups.

  • Page 10: Table 2-1 Sample Acd Group Worksheet

    SL2100 ISSUE 1.0 Set the Skip Time. When a call comes into an ACD Group, it rings each available ACD Agent for a preset time and then routes to the next agent. This preset time is called the Skip Time. The default Skip Time setting is 10 seconds.

  • Page 11: Table 2-2 Sample Acd Agent Work Schedule Worksheet (41-05-01)

    ISSUE 1.0 SL2100 Designate a worksheet for each Work Schedule. Make additional copies of the Table 2-3 ACD Agent Work Schedule Worksheet (41-05-01) on page 2-3 so you will have enough for all of your work schedules. In the upper right corner of each worksheet, write the number of the corresponding work schedule.

  • Page 12: Section 3 Assign Extensions For Each Work Period

    SL2100 ISSUE 1.0 ACD Agent Work Schedule Worksheet (41-05-01) 3 ASSIGN EXTENSIONS FOR EACH WORK PERIOD ECTION In this step you will assign ACD Groups and the member extensions, set up in ARRANGE EXTENSIONS INTO ACD GROUPS on page 2-1, for each daily Work Period. ACD will use the Work...

  • Page 13: Table 2-4 Sample Acd Assignment Worksheet (41-02-01)

    ISSUE 1.0 SL2100 Table 2-4 Sample ACD Assignment Worksheet (41-02-01) Sample ACD Assignment Worksheet (41-02-01) ACD Num- Extension For each extension number, enter ACD Group for each work period (WP) ber (1-128) Number (41-05-01) WP 1 WP 2 WP 3...

  • Page 14: Section 4 Arrange Trunks Into Incoming Ring Groups

    SL2100 ISSUE 1.0 ACD Assignment Worksheet (41-02-01) ACD Num- Extension For each extension number, enter ACD Group for each work period (WP) ber (1-128) Number (41-05-01) WP 1 WP 2 WP 3 WP 4 WP 5 WP 6 WP 7...

  • Page 15

    ISSUE 1.0 SL2100 Table 2-7 ACD Incoming Trunk Ring Group Worksheet (22-05-01) ACD Incoming Trunk Ring Group Worksheet (22-05-01) Trunk Incoming Ring Group Number Night Rest Midnight Day 2 Night 2 Rest 2 Midnight 5 DETERMINE TRUNK WORK SCHEDULES ECTION Trunk Work Schedules are similar to normal ACD Work Schedules except that they apply only to trunks assigned to ACD groups.

  • Page 16: Table 2-8 Sample Trunk Work Schedule Worksheet (41-06-01)

    SL2100 ISSUE 1.0 Assign Days of the week to each Work Schedule. The day of the week assignment for each Trunk Work Schedule must correspond to the weekday assignments made in SET UP WORK SCHEDULES AND WORK PERIODS on page 2-2.

  • Page 17: Table 2-10 Sample Acd Incoming Trunk Ring Group Assignment Worksheet

    ISSUE 1.0 SL2100 Set the Incoming Trunk Ring Group priority. Priority groups always have precedence over normal groups. For example, if a call from a priority group rings in when while a normal group call is already ringing, ACD services the priority call first. ACD services multiple priority calls on a first-come, first- served basis.

  • Page 18: Section 7 Basic Programming

    SL2100 ISSUE 1.0 Sample ACD Incoming Trunk Ring Group Assignment Worksheet (41-03-xx) Trunk priority (0 = Normal, 1 ~ 7 = Priority) (41-03-03) Work periods use the same Work Schedules as ACD Agents. See Table 2-3 ACD Agent Work Schedule Worksheet (41-05-01) on page 2-3.

  • Page 19: Section 8 Basic Operations

    ISSUE 1.0 SL2100 Program No. Program Name / Description 41-03-01 Incoming Ring Group Assignment for ACD Group – ACD Group Number For each Incoming Trunk Ring Group (1~50) set up in Program 22-05-01, designate into which ACD Group (1~8) the trunks should ring for each of the eight Work Periods.

  • Page 20: Agent Log In And Log Out

    SL2100 ISSUE 1.0 8.2 Answering Outside Calls that Ring Your ACD Group To answer an outside call that rings your ACD Group: DISA, DID and tie trunks can ring an ACD master number directly. Refer to ARRANGE TRUNKS INTO INCOMING RING GROUPS on page...

  • Page 21

    ISSUE 1.0 SL2100 Dial 1 to log out. You hear confirmation tone (if you dialed *5) or a single beep (if you pressed the ACD Log On/Log Off key. - OR - Dial 0 to cancel the log out and return to the group.

  • Page 22

    SL2100 ISSUE 1.0 MEMO 2-14 Setting Up ACD for the First Time...

  • Page 23: Table 3-1 Advanced Features Guide

    Advanced ACD Features 1 DETERMINING WHICH ADVANCED FEATURES ARE ECTION NEEDED Now that you have your basic ACD Groups up and running, you may want to fine tune their operation. The chart below lists the Advanced ACD Features that will help you get the most out of your system. Review each capability below and then turn to the indicated page if the feature is something you need.

  • Page 24: Acd Setup Options

    SL2100 ISSUE 1.0 ACD Setup Options Description Use the ACD Setup Options to set various functions for ACD Groups. Each ACD Group (50 ACD groups available) can have a unique setup. When you set an option for an ACD Group, the setting is in force (if applicable) for all agents within the group.

  • Page 25: Programming

    ISSUE 1.0 SL2100 Programming Program No. Program Name / Description 41-14-02 through ACD Options Setup 41-14-17 Set various options for each ACD Group. Refer to Table 3-2 ACD Setup Options (Program 41-14- xx) on page 3-2. Related Features Class of Service...

  • Page 26: Emergency Call

    SL2100 ISSUE 1.0 Emergency Call Description 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 press their Emergency Call key and join in the conversation.

  • Page 27: Operation

    ISSUE 1.0 SL2100 Operation To place an Emergency Call to your ACD Group Supervisor: While talking to your caller, press Emergency Call Key (Program 15-07-01 or SC 752: 12). • Your Emergency Call key lights steadily. Your display shows: EMG CALL CALLING •...

  • Page 28: Headset Operation (with Automatic Answer)

    SL2100 ISSUE 1.0 Headset Operation (with Automatic Answer) Description An ACD Agent can utilize a customer-provided headset in place of the handset. The headset conveniently frees up the user's hands for other work and provides privacy while on the call. In addition, an ACD Agent with a headset can have Automatic Answer.

  • Page 29

    ISSUE 1.0 SL2100 To use the headset Press the Headset Key (Program 15-07-01 or SC 751: 05). Press a line key to make a trunk call. The Headset Key lights when you are in the headset mode. If your ACD Group has Automatic Answer enabled and the mode is enabled on the multiline telephone, the next waiting call is automatically answered by the agent.

  • Page 30: Hotline For Acd Agents

    SL2100 ISSUE 1.0 Hotline for ACD Agents 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.

  • Page 31: Related Features

    ISSUE 1.0 SL2100 Program No. Program Name / Description 20-13-06 Class of Service Options (Supplementary Service) – Automatic Off-Hook Signaling (Automat- ic Override) Program 20-13-06 sets the conditions under which a Hotline key for a non-ACD Agent indicates that the covered extension is busy. This also applies to Reverse Voice Over and DSS Console keys for all co-workers.

  • Page 32: Sie Key For Acd Groups

    SL2100 ISSUE 1.0 SIE Key for ACD Groups Description Any Multiline Terminal can have SIE keys for ACD Groups. When a call comes into a covered ACD Group, the SIE key will ring immediately, ring after a delay or just flash (depending on system programming and user-set options).

  • Page 33: Related Features

    ISSUE 1.0 SL2100 Program No. Program Name / Description 15-10-01 Incoming Virtual Extension Ring Tone Order Setup Set the priority (1~4) for the ring tone ranges set in program 15-08-01 below. When more than one SIE key rings simultaneously, the tone with the highest priority (e.g., 1) rings. The other keys just flash.

  • Page 34

    SL2100 ISSUE 1.0 Dial 1, 2, 3, 4, 5, 6, 7 and 8 to immediate ring for the Day, Night, Midnight, Rest, Day2, Night2, Midnight2, and Rest2 modes respectively. - OR - Press Hold and dial 1, 2, 3, 4, 5, 6, 7 and 8 to delay ring for the Day, Night, Midnight, Rest, Day2, Night2, Midnight2, and Rest2 modes respectively.

  • Page 35: Off-duty Mode

    ISSUE 1.0 SL2100 Off-Duty Mode Description Off-Duty Mode temporarily logs-out an ACD agent's phone. There are two types of Off-Duty Mode: Manual Off-Duty Mode An ACD Agent can enable Manual Off-Duty Mode anytime they want to temporarily log out of the ACD Group.

  • Page 36: Operation

    SL2100 ISSUE 1.0 Operation To activate Off-Duty Mode When you have a Off-Duty Mode key, the system automatically activates Off-Duty Mode if a call rings your phone and you do not pick it up. Multiline Press your Off-Duty Mode Key (Program 15-07-01 or SC 752: *13) Your Off-Duty Mode Key lights.

  • Page 37: Overflow Options

    ISSUE 1.0 SL2100 Overflow Options Description ACD offers extensive overflow options for each ACD Group. For example, a caller ringing in when all agents are unavailable can hear an initial announcement, called the 1st Announcement. This announcement can be a general greeting.

  • Page 38: Sl2100 Issue

    SL2100 ISSUE 1.0 • Overflow with 1st and 2nd Announcements (Mode 5) When all agents are unavailable, a call to the ACD Group will overflow (i.e., reroute) to another ACD Group, offsite via a speed dial bin, Ring Group, or the Voice Mail after a programmed interval. In addition, the caller initially hears the 1st Announcement message.

  • Page 39

    ISSUE 1.0 SL2100 Program No. Program Name / Description 41-11-02 VRS Delay Announcement – 1st Delay Message Number For each ACD group (1~8), set the 1st Delay Message Number (01~101). 41-11-03 VRS Delay Announcement – 1st Delay Message Sending Count For each ACD group (1~8), determine how many times the 1st Delay Message is played to the caller (0~255).

  • Page 40

    SL2100 ISSUE 1.0 Program No. Program Name / Description 41-08-04 ACD Overflow Options – ACD Overflow Transfer Time Overflow out of the ACD queue (mode 5 only) occurs after this timer expires. It starts as soon as a call goes into queue. Disable this timer (0) if you want queued callers to stay in queue until they are answered or they hang up.

  • Page 41

    ISSUE 1.0 SL2100 Program No. Program Name / Description 41-19-08 ACD Voice Mail Delay Announcement – Delay Message Interval Time For each ACD Group (1~8), set the timer for the interval between the Delayed Messages (0~64800 seconds). After this times out, the 1st announcement plays.

  • Page 42

    SL2100 ISSUE 1.0 Program No. Program Name / Description 41-11-04 VRS Delay Announcement – 2nd Delay Message Number For each ACD group (1~8), set the 2nd Delay Message Number (01~101). 41-11-05 VRS Delay Announcement – 2nd Waiting Message Sending Count For each ACD group (1~8), determine how many times the 2nd Announcement Message will be played to a caller in queue for modes 8 and 9 (0~255).

  • Page 43

    ISSUE 1.0 SL2100 ACD Overflow Options Worksheet ACD Overflow Options Worksheet (41-08) ACD Group you want to program (1-8) Overflow ACD Overflow Mode [Program 41-08-01] Mode 0 = No overflow with no announcements 1 = Overflow with no announcements 2 = No overflow with 1st announcement only...

  • Page 44

    SL2100 ISSUE 1.0 Programming Program No. Program Name / Description 22-01-11 System Options for Incoming Calls – VRS Waiting Message Interval Time For each ACD group (1~8), set the timer for the interval between the Delayed Messages (0~64800 seconds). 41-08-01 ACD Overflow Options –...

  • Page 45: Operation

    ISSUE 1.0 SL2100 Program No. Program Name / Description 41-14-03 ACD Options Setup – ACD Priority for Overflow Calls Set the priority for overflow calls (0=Own Group Priority, 1=Priority Set by Program 41-03-03) for ACD Groups (1~8). 41-14-06 ACD Options Setup – Call Queuing after 2nd Announcement Use this option to determine whether the caller should hear the 2nd Delay Announcement and then be taken out of queue [(1=Disable), or placed back into queue (0=Enable)].

  • Page 46: Queue Status Display

    SL2100 ISSUE 1.0 Queue Status Display Description When all agents in an ACD Group are unavailable, an incoming call will queue and cause the Queue Status Display to occur on the ACD agent’s display. The display helps the agents keep track of the traffic load within their group.

  • Page 47: Programming

    ISSUE 1.0 SL2100 • The Queue Status Display is not shown and the Queue Alarm is not heard by ACD agents active on a call or those in Off-Duty mode. • In order to scroll through the ACD groups queue status, the Queue Status Display Programmable Function key must be used.

  • Page 48: Related Features

    SL2100 ISSUE 1.0 Related Features Off-Duty Mode Operation None 3-26 Queue Status Display...

  • Page 49: Supervisor, Acd Group

    ISSUE 1.0 SL2100 Supervisor, ACD Group Description You can designate an extension in an ACD Group to be the group's supervisor. Once assigned as an ACD Group Supervisor, the user can: • Take the entire ACD Group out of service (outside callers will hear ringback).

  • Page 50: Operation

    SL2100 ISSUE 1.0 Operation Logging On to the ACD Group To log your supervisor extension into the ACD Group: You only have Group Supervisor capability while logged into the ACD Group. Your display shows: WAIT ACD LOGIN Press the Speaker key.

  • Page 51

    ISSUE 1.0 SL2100 To check to see which agents have not yet logged out of the ACD Group: Your display shows: G:n END OF WORK! TERMINAL LOG OUT... Press your ACD Log On/Off key (Program 15-07-01 or SC 752: code *10).

  • Page 52

    SL2100 ISSUE 1.0 Assigning Agents to different ACD Groups To assign an agent to a different ACD Group: You can do this while either logged in or logged out. You must log out of the ACD Agent before reassigning them.

  • Page 53: Supervisor, Acd System

    ISSUE 1.0 SL2100 Supervisor, ACD System Description You can designate an extension as an ACD System Supervisor. The system can have only one ACD System Supervisor. Once a user is assigned as an ACD System Supervisor, he can perform the following tasks: •...

  • Page 54: Related Features

    SL2100 ISSUE 1.0 Program No. Program Name / Description 41-04-01 ACD Group Supervisor – Group Supervisor Extension For each ACD Group (1~8), assign the Group Supervisor's extension. (You cannot use the port en- tered in this program in Program 41- 01-01 as a System Supervisor.) 41-04-02 ACD Group Supervisor –...

  • Page 55

    ISSUE 1.0 SL2100 Taking all the ACD Groups Simultaneously Out Of Service To take all your ACD Groups out of service: You must be logged on as the ACD System Supervisor. Press your Out of Service key (Program 15-07-01 or SC 752: code *14).

  • Page 56

    SL2100 ISSUE 1.0 To log an agent out of their ACD Group: You can do this while either logged in or logged out. Press the Speaker key. Dial 668. Dial the ACD Agent's extension number. You hear confirmation tone. Press Speaker to hang up.

  • Page 57: Supervisor Monitor / Acd Monitor

    ISSUE 1.0 SL2100 Supervisor Monitor / ACD Monitor Description Caution Unauthorized intrusion on calls using this feature may be interpreted as an invasion of privacy. Supervisor Monitor (ACD Monitor) allows an ACD System or Group Supervisor with a uniquely programmed ACD Monitor key to listen in on an ACD Agent's call. The ACD Agent and the outside caller are unaware that their call is being monitored.

  • Page 58: Operation

    SL2100 ISSUE 1.0 Operation To monitor an ACD Agent's call: Only ACD Supervisors (Group or System) can use ACD Monitor. Call the busy ACD Agent. You must hear busy tone. Press your ACD Monitor Key (Program 15-07-01 or SC 752: *15).

  • Page 59: Identification Codes For Acd Agents

    ISSUE 1.0 SL2100 Identification Codes for ACD Agents Description Agent Identity Code (AIC) An Agent Identity Code (AIC) allows ACD agents to log in any extension without setting Program 41-02-01 (ACD Log In). AIC also allows ACD agents to log in to multiple ACD groups at the same time.

  • Page 60: Programming

    SL2100 ISSUE 1.0 • If the extension is set to AIC log in mode in Program 41-17-01, the system will ignore the setting of Program 41-02-01 for the extension. • ACD agents can log in multiple extensions (up to the maximum capacity of the extension) with one AIC.

  • Page 61: Related Features

    ISSUE 1.0 SL2100 Program No. Program Name / Description 41-18-10 ACD Agent Identity Code Setup – ACD Group Number in Mode 8 For each AIC Table (1~128), define the ACD group number (0=No Setting, 1~8) in mode 8 work peri-...

  • Page 62

    SL2100 ISSUE 1.0 Dial the Agent Identity Code (AIC) (up to four digits). The ACD Log In/Log Out key lights. To log out (for single or multiple agent logins): Multiline All AIC log ins become logged out. Press the ACD Log In/Log Out key (Program 15-07-01 or SC 752: *10).

  • Page 63: Traffic Reports

    SL2100 Traffic Reports Description The system provides the ability to send data to a PC connected to the SL2100. The telephone call traffic data for each extension is captured for use with the Station Message Detail Recording (SMDR) feature. Total Report - Sample Report...

  • Page 64: Programming

    SL2100 ISSUE 1.0 Default Settings Disabled Programming Program No. Program Name / Description 90-20-01 Traffic Report Data Setup – Call Traffic Output Determine whether or not the Call Traffic Output should be measured (0=no, 1=yes). 90-21-01 Traffic Report Output – Output Port Type Define the output port to be used for the traffic reports (0=No Setting, 3=LAN).

  • Page 65: Wrap-up Time

    ISSUE 1.0 SL2100 Wrap-Up Time Description Wrap-Up Time temporarily busies-out an ACD agent's phone from receiving ACD calls so they can work at their desk uninterrupted, although other types of calls can still be received. This gives the agent time to fill out important logs and records as soon as they are finished with their call. There are...

  • Page 66: Related Features

    SL2100 ISSUE 1.0 Program No. Program Name / Description 41-14-09 ACD Options Setup – Automatic Wrap-Up End Time For each ACD Group (01~08), set how long the system waits before automatically ending wrap up time. After this interval expires, Auto Wrap-Up will automatically log the agent back into their group.

  • Page 67: Chapter 4 Programming

    PROGRAMMING The remainder of this chapter provides instructions for programming individual program blocks. 1 BEFORE YOU START PROGRAMMING ECTION This chapter provides detailed information about the system programs. By changing a program, you change the way the feature associated with that program works. In this chapter, you find out about each program, the features that the program affects and how to enter the program data into system memory.

  • Page 68: Section 3 Unique Programming Considerations

    SL2100 ISSUE 1.0 15-07-01 KY01 = *01 IP Multiline Terminal tells you to enter the programming mode, dial 150701 from the telephone dial pad. After you do, you will see the message “15-07-01 TEL” on the first line of the telephone display. This indicates the program number (15-07), item number (01), and that the options are being set for the extension.

  • Page 69: Section 5 How To Exit Programming Mode

    ISSUE 1.0 SL2100 Dial the system password + Hold. Refer to the following table for the default system passwords. To change the passwords, use 90-02 : Programming Password Setup. Program Mode Base Service OP1 OP2 Digital (2W) Multiline Terminal, IP Multiline Terminal...

  • Page 70: Section 6 Using Keys To Move Around In The Programs

    SL2100 ISSUE 1.0 SD slot (J12) CPU board Blank SD Card 6 USING KEYS TO MOVE AROUND IN THE PROGRAMS ECTION Once you enter the programming mode, use the keys in the following chart to enter data, edit data and move around in the menus.

  • Page 71: Section 7 Programming Names And Text Messages

    ISSUE 1.0 SL2100 7 PROGRAMMING NAMES AND TEXT MESSAGES ECTION Several programs (e.g., Program 20-16 : Selectable Display Messages) require you to enter text. Use the following chart when entering and editing text. When using the keypad digits, press the key once for the first character, twice for the second character, etc.

  • Page 72: Section 9 What The Softkey Display Prompts Mean

    SL2100 ISSUE 1.0 9 WHAT THE SOFTKEY DISPLAY PROMPTS MEAN ECTION (This Feature is available for Digital (2W) Multiline Terminal and IP Multiline Terminal Only.) When using a display telephone in programming mode, various Softkey options are displayed. These keys will allow you to easily select, scan, or move through the programs.

  • Page 73: Program 11 : System Numbering

    ISSUE 1.0 SL2100 Program 11 : System Numbering 11-13 : Service Code Setup (for ACD) Level: Description Use Program 11-13 : Service Code Setup (for ACD) to customize the Service Codes which are used Program with the Automatic Call Distribution (ACD) feature. You can customize additional Service Codes in Programs 11-10 ~ 11-12 and 11-14 ~ 11-16.

  • Page 74

    SL2100 ISSUE 1.0 Conditions None Feature Cross Reference • Automatic Call Distribution (ACD) Program Program 11 : System Numbering...

  • Page 75: Acd Group Pilot Number

    ISSUE 1.0 SL2100 Program 11 : System Numbering 11-17 : ACD Group Pilot Number Level: Description Use Program 11-17 : ACD Group Pilot Number to assign the ACD Master Number for each ACD Program Group. This is the number a user dials to transfer calls to the ACD Group. Normally, you should use unassigned extension numbers for the master number.

  • Page 76: Program 15 : Extension, Basic Setup

    SL2100 ISSUE 1.0 Program 15 : Extension, Basic Setup 15-02 : Multiline Telephone Basic Data Setup Level: Description Use Program 15-02 : Multiline Telephone Basic Data Setup to set up various Multiline telephone Program options. Input Data Extension Number Maximum eight digits...

  • Page 77: Acd Installation Manual

    ISSUE 1.0 SL2100 Item Item Input Data Description Default Related Program Internal Incom- 1 = High (2W Digital, IP Use this option to set the tone ing Ring Tone Multiline Terminal) (pitch) of the incoming extension call 2 = Medium (2W Digi-...

  • Page 78

    SL2100 ISSUE 1.0 Item Item Input Data Description Default Related Program Off-Hook Ringing 0 = Muted Off-Hook Use this option to set the telephone Ringing Off-hook signaling. Off-hook signal- 1 = No Off-Hook Ring- ing occurs when a telephone user...

  • Page 79

    ISSUE 1.0 SL2100 Item Item Input Data Description Default Related Program Handset Volume 0 = Back to Default Determine how an extension hand- (Back) set volume is set after it is adjusted 1 = Stay at previous during a call.

  • Page 80

    SL2100 ISSUE 1.0 Item Item Input Data Description Default Related Program Headset Ring 0=No Switch to Speak- 11-11-62 Duration er Ring 15-02-41 1=10 sec 15-02-42 2=20 sec 3=30 sec 4=40 sec 5=50 sec 6=1 minute Reversing Dis- 0 = Normal Indication...

  • Page 81

    0 = Enabled (Active) A flag shall control if the microphone tion 1 = Disabled key is disabled (1) or active(0) SL2100 system has Mute key in- Program stead of microphone key. Disable Softkey 0 = Off When set to 1 (On), disable Softkey...

  • Page 82

    SL2100 ISSUE 1.0 Conditions None Feature Cross Reference • Refer to the Input Data chart. Program 4-16 Program 15 : Extension, Basic Setup...

  • Page 83: Programmable Function Keys

    ISSUE 1.0 SL2100 Program 15 : Extension, Basic Setup 15-07 : Programmable Function Keys Level: Description Use Program 15-07 : Programmable Function Keys to assign functions to a multiline terminal line Program keys. For certain functions, you can append data to the key basic function. For example, the function 26 appended by data 1 makes a Group Call Pickup key for Pickup Group 1.

  • Page 84: Table 4-4 Function Number List

    SL2100 ISSUE 1.0 Table 4-4 Function Number List [1] Normal Function Code (00 ~ 99, #00 ~ #99) (Service Code 751) Function Function Additional Data LED Indication Note Number DSS/One-Touch Extension number On (Red) : DSS Ext. Busy or any numbers (up Off : DSS Ext.

  • Page 85

    ISSUE 1.0 SL2100 Function Function Additional Data LED Indication Note Number Call Pickup for None own group Call Pickup for None Another Group Call Pickup for Call Pickup Group None Specified Group Number Speed Dial - Speed Dial Number None...

  • Page 86

    SL2100 ISSUE 1.0 Function Function Additional Data LED Indication Note Number Call Redirect Extension Number None or Voice Mail Num- Account Code On (Red) : While Account Code is input Off : While a dial is input Automatic An- Incoming Ring...

  • Page 87

    ISSUE 1.0 SL2100 Function Function Additional Data LED Indication Note Number Voice Mail (In- Extension Number <InMail> Skin) or Pilot Number Fast Blink (Green) : New Message (s) in own Mail- box. Slow Blink (Red) : New Message (s) in other Mail- box.

  • Page 88: Table 4-5 Function Number List

    SL2100 ISSUE 1.0 Function Function Additional Data LED Indication Note Number Conference Re- On (Red): Recording cord Major Alarm On (Red): Alarm Off : No Alarm Minor Alarm On (Red): Alarm Off : No Alarm Calling Party Any number (Max.

  • Page 89

    ISSUE 1.0 SL2100 Func- Function Additional Da- LED Indication Note tion Number ACD Work wrap On : While wrap up time up time Slow Blink : While setup wrap up time ACD Queue Sta- None tus Display Warning Mes- On (Red) : Play warning message...

  • Page 90

    SL2100 ISSUE 1.0 Stutter Blink = LED pattern 4 (2W Digital/IP Multiline Terminal). Conditions • When a key is programmed using service code 752, it cannot be programmed with a function using the 751 code until the key is undefined (000). For example with a Park Key programmed by dialing...

  • Page 91: Incoming Virtual Extension Ring Tone Setup

    ISSUE 1.0 SL2100 Program 15 : Extension, Basic Setup 15-08 : Incoming Virtual Extension Ring Tone Setup Level: Description Use Program 15-08 : Incoming Virtual Extension Ring Tone Setup to assign a ring tone range (0 ~ Program 8) to incoming virtual extensions assigned to a Virtual Extension key (Program 15-07). If you enable ringing for the key in Program 15-09, the key rings with the tone you set in this program.

  • Page 92

    SL2100 ISSUE 1.0 Incoming Signal Type Frequency 1 Frequency 2 Modulation Incoming extension High 1100 Hz 1400 Hz 8 Hz ring tone Middle 660 Hz 760 Hz 8 Hz 520 Hz 660 Hz 8 Hz Pattern 5 High 1400 Hz...

  • Page 93: Virtual Extension Ring Assignment

    ISSUE 1.0 SL2100 Program 15 : Extension, Basic Setup 15-09 : Virtual Extension Ring Assignment Level: Description Use Program 15-09 : Virtual Extension Ring Assignment to assign the ringing options for an Program extension Virtual Extension Key or Virtual Extension Group Answer Key which is defined in Program 15-07.

  • Page 94: Incoming Virtual Extension Ring Tone Order Setup

    SL2100 ISSUE 1.0 Program 15 : Extension, Basic Setup 15-10 : Incoming Virtual Extension Ring Tone Order Setup Level: Description Use Program 15-10 : Incoming Virtual Extension Ring Tone Order Setup to set the priority (1 ~ 4) Program for the Virtual Extension Ring Tones set in Program 15-08. When Virtual Extension calls ring an extension simultaneously, the tone with the highest order number (e.g., 1) rings.

  • Page 95

    ISSUE 1.0 SL2100 Feature Cross Reference • Multiple Directory Number / Call Coverage Program ACD Installation Manual 4-29...

  • Page 96: Virtual Extension Delayed Ring Assignment

    SL2100 ISSUE 1.0 Program 15 : Extension, Basic Setup 15-11 : Virtual Extension Delayed Ring Assignment Level: Description Use Program 15-11 : Virtual Extension Delayed Ring Assignment to assign the delayed ringing Program options for an extension Virtual Extension or Virtual Extension Group Answer keys (defined in Program 15-09).

  • Page 97: Program 20 : System Option Setup

    ISSUE 1.0 SL2100 Program 20 : System Option Setup 20-02 : System Options for Multiline Telephones Level: Description Use Program 20-02 : System Options for Multiline Telephones to set various system options for Program multiline telephones. Input Data Item Item...

  • Page 98: Table 4-7 Note [digital (2w)/ip Multiline Terminal]

    SL2100 ISSUE 1.0 Item Item Input Data Description Default Related Program Time Before Shift- 0 = No Shift (Power saving mode off) 15-02-18 ing to Power-Sav- 1 = 1 minute ing Mode 2 = 2 minutes 3 = 4 minutes...

  • Page 99

    ISSUE 1.0 SL2100 Clock display mode type2 "hh:mmAP MMM DD WWW" (12H) type3 "MM-DD WWW hh:mmAP" (12H) type4 "hh:mmAP WWW DD MMM" (12H) type5 " DD MMM WWW hh:mm" (24H) type6 "hh:mm MMM DD WWW" (24H) type7 "MM-DD WWW hh:mm" (24H) type8 "hh:mm WWW DD MMM"...

  • Page 100: System Options For Virtual Extensions

    SL2100 ISSUE 1.0 Program 20 : System Option Setup 20-04 : System Options for Virtual Extensions Level: Description Use Program 20-04 : System Options for Virtual Extensions to set up various system options for Program Virtual Extensions. There are 50 available Virtual Extension ports.

  • Page 101: Class Of Service For Extensions

    ISSUE 1.0 SL2100 Program 20 : System Option Setup 20-06 : Class of Service for Extensions Level: Description Use Program 20-06 : Class of Service for Extensions to assign a Class of Service (COS) to an Program extension. There are 15 Classes of Service that can be assigned. To specify the options in each Class of Service, refer to Programs 20-07 through 20-13.

  • Page 102: Class Of Service Options (supplementary Service)

    SL2100 ISSUE 1.0 Program 20 : System Option Setup 20-13 : Class of Service Options (Supplementary Service) Level: Description Use Program 20-13 : Class of Service Options (Supplementary Service) to define the Program supplementary feature availability for each extension Class of Service (COS).

  • Page 103

    ISSUE 1.0 SL2100 Item Item Input Data Description Default Related Program Room Monitor, 0 = Off Turn off or on an extension ability to COS 1 ~ 15 = 1 Extension Being 1 = On be monitored by other extensions.

  • Page 104

    SL2100 ISSUE 1.0 Item Item Input Data Description Default Related Program Paging Display 0 = Off Turns off or on an extension user COS 1 ~ 15 = 1 1 = On ability to display paging information. Background Mu- 0 = Deny (user cannot...

  • Page 105

    ISSUE 1.0 SL2100 Item Item Input Data Description Default Related Program Station Number 0 = Off Determine if a station Number will COS 1 ~ 15 = 1 Display 1 = On be displayed (On) or not displayed (Off) in the LCD when the phone is in an idle state.

  • Page 106: Program 22 : Incoming Call Setup

    SL2100 ISSUE 1.0 Program 22 : Incoming Call Setup 22-01 : System Options for Incoming Calls Level: Description Use Program 22-01 : System Options for Incoming Calls to define the system options for incoming Program calls. Input Data Item Item...

  • Page 107

    ISSUE 1.0 SL2100 Item Item Input Data Description Default Related Program VRS Waiting 0 ~ 64800 seconds Setup the sending duration time of 22-14-06 Message Interval the Auto - Attendant & Queuing. 22-15-06 Time The message is repeatedly sent out 41-11-06 during the specified time.

  • Page 108: Trunk Ring Tone Range

    SL2100 ISSUE 1.0 Program 22 : Incoming Call Setup 22-03 : Trunk Ring Tone Range Level: Description Use Program 22-03 : Trunk Ring Tone Range to select the ring tone range for the trunk. The trunk Program uses a ring tone in the range selected when it rings an extension. Eight ring tones are available.

  • Page 109

    ISSUE 1.0 SL2100 Incoming Signal Type Frequency 1 Frequency 2 Modulation Frequency Pattern Pattern 7 High 2000Hz 1100Hz 16Hz Middle 2000Hz 540Hz 16Hz 1100Hz 760Hz 16Hz Pattern 8 High 2000Hz 1100Hz Middle 2000Hz 540Hz 1100Hz 760Hz Conditions None Program Feature Cross Reference •...

  • Page 110: Incoming Trunk Ring Group Assignment

    SL2100 ISSUE 1.0 Program 22 : Incoming Call Setup 22-05 : Incoming Trunk Ring Group Assignment Level: Description Use Program 22-05 : Incoming Trunk Ring Group Assignment to assign trunks to incoming Ring Program Groups. There are 50 available Ring Groups.

  • Page 111: Program 41 : Acd Setup

    ISSUE 1.0 SL2100 Program 41 : ACD Setup 41-02 : ACD Group and Agent Assignments Level: Description In Program 41-02 : ACD Group and Agent Assignments, to set the name of Speed Dial Group Program Name. for each ACD extension number, assign an ACD Group (1 ~ 8). An ACD Group number is assigned to each Work Period number (1 ~ 8).

  • Page 112: Incoming Ring Group Assignment For Acd Group

    SL2100 ISSUE 1.0 Program 41 : ACD Setup 41-03 : Incoming Ring Group Assignment for ACD Group Level: Description In Program 41-03 : Incoming Ring Group Assignment for ACD Group for each incoming trunk Program group set up in Program 22-05, designate which ACD Group (1 ~ 8) the trunks should ring for each of the eight Work Periods.

  • Page 113: Acd Agent Work Schedules

    ISSUE 1.0 SL2100 Program 41 : ACD Setup 41-05 : ACD Agent Work Schedules Level: Description Use Program 41-05 : ACD Agent Work Schedules to set up the Work Schedules for ACD Agents Program and Groups. For each ACD Work Schedule (1~4), designate the start and stop times for each of the eight Work Periods.

  • Page 114: Trunk Work Schedules

    SL2100 ISSUE 1.0 Program 41 : ACD Setup 41-06 : Trunk Work Schedules Level: Description Use Program 41-06 : Trunk Work Schedules to set up the Work Schedules for trunks. For each Program Work Schedule (1 ~ 4), designate the start and stop times for each of the eight Work Periods. After you set up the schedules, assign them to days of the week in Program 41-07.

  • Page 115: Acd Weekly Schedule Setup

    ISSUE 1.0 SL2100 Program 41 : ACD Setup 41-07 : ACD Weekly Schedule Setup Level: Description Use Program 41-07 : ACD Weekly Schedule Setup to assign the four Work Schedules (1 ~ 4) to Program days of the week. The assignments you make in this program apply to both the ACD Agent Work Schedules (Program 41-05) and the Trunk Work Schedules (Program 41-06).

  • Page 116: Acd Overflow Options

    SL2100 ISSUE 1.0 Program 41 : ACD Setup 41-08 : ACD Overflow Options Level: Description For each ACD Group (1 ~ 8), use Program 41-08 : ACD Overflow Options to assign the overflow Program mode (0 ~ 9), destination and announcement message types. Delay Announcement functions are not available for ACD pilot number calls.

  • Page 117

    ISSUE 1.0 SL2100 Item Item Input Data Description Default Speed Dial Area Over- 0 ~ 999 (Used when Assign the speed dial bin to be used as flow Destination 41-08-02 is set to 11) the ACD overflow destination. Using a speed dial bin for ACD Overflow is suppor- ted only for off premise calls.

  • Page 118: Acd Overflow Table Setting

    SL2100 ISSUE 1.0 Program 41 : ACD Setup 41-09 : ACD Overflow Table Setting Level: Description Use Program 41-09 : ACD Overflow Table Setting to define the ACD group to which a call is Program transferred when overflow occurs. Input Data ACD Group No.

  • Page 119: Vrs Delay Announcement

    ISSUE 1.0 SL2100 Program 41 : ACD Setup 41-11 : VRS Delay Announcement Level: Description Use Program 41-11 : VRS Delay Announcement to assign the VRS message number to use as the Program message source for the 1st and 2nd Delay Announcement Messages. Refer to Program 41-08 for more on setting up the ACD overflow options.

  • Page 120

    SL2100 ISSUE 1.0 Feature Cross Reference • Automatic Call Distribution (ACD) Program 4-54 Program 41 : ACD Setup...

  • Page 121: Night Announcement Setup

    ISSUE 1.0 SL2100 Program 41 : ACD Setup 41-12 : Night Announcement Setup Level: Description Use Program 41-12 : Night Announcement Setup to set Night Announce time for each ACD group. Program Night announcement availability depends on the setting in Program 41-03-02. The night announcement function is not available for ACD pilot number calls.

  • Page 122: Vrs Message Number For Night Announcement

    SL2100 ISSUE 1.0 Program 41 : ACD Setup 41-13 : VRS Message Number for Night Announcement Level: Description Use Program 41-13 : VRS Message Number for Night Announcement to define the VRS message Program number to use as the night announcement. This program is activated when the night announcement source is assigned as VRS in Program 41-12-01.

  • Page 123: Acd Options Setup

    ISSUE 1.0 SL2100 Program 41 : ACD Setup 41-14 : ACD Options Setup Level: Description Use Program 41-14 : ACD Options Setup to set various options for ACD Groups. When you set an Program option for an ACD Group, the setting is in force (if applicable) for all agents in the group. The chart below shows each of the ACD options, the entries available, and the default entry.

  • Page 124

    SL2100 ISSUE 1.0 Item Item Input Data Description Default ACD No Answer Skip 0 ~ 64800 (seconds) Set the time a call to the ACD Group rings Time an idle extension before routing to the next agent. Start Headset Ear...

  • Page 125: Acd Threshold Overflow

    ISSUE 1.0 SL2100 Program 41 : ACD Setup 41-16 : ACD Threshold Overflow Level: Description Use Program 41-16 : ACD Threshold Overflow to define the value of the ACD threshold call Program overflow and the mode for each ACD group.

  • Page 126: Acd Login Mode Setup

    SL2100 ISSUE 1.0 Program 41 : ACD Setup 41-17 : ACD Login Mode Setup Level: Description Use Program 41-17 : ACD Login Mode Setup to define the ACD login mode for each extension. If Program the AIC Login Mode is enabled, set the AIC Login and AIC Logout service codes for the AIC members in Program 11-13-08 and 11-13-09.

  • Page 127: Acd Agent Identity Code Setup

    ISSUE 1.0 SL2100 Program 41 : ACD Setup 41-18 : ACD Agent Identity Code Setup Level: Description Use Program 41-18 : ACD Agent Identity Code Setup to define the ACD Agent Identity Code Table. Program Input Data AIC Table No.

  • Page 128: Acd Voice Mail Delay Announcement

    SL2100 ISSUE 1.0 Program 41 : ACD Setup 41-19 : ACD Voice Mail Delay Announcement Level: Description Use Program 41-19 : ACD Voice Mail Delay Announcement to assign InMail Master Mailboxes Program (Program 47-03) as ACD Delay Announcement Mailboxes. Input Data...

  • Page 129: Acd Queue Display Settings

    ISSUE 1.0 SL2100 Program 41 : ACD Setup 41-20 : ACD Queue Display Settings Level: Description Use Program 41-20 : ACD Queue Display Settings to assign the options for the ACD Queue Status Program Display feature. This program allows the Queue Status Display, and causes an alarm to sound, when the parameters in this program are met.

  • Page 130: Program 47 : Inmail

    SL2100 ISSUE 1.0 Program 47 : InMail 47-03 : InMail Group Mailbox Options Level: Description Use Program 47-03 : InMail Group Mailbox Options to set up the 32 Group Mailboxes (1 ~ 32). A Program Group Mailbox is used for Department Group overflow and can be a Subscriber or Call Routing.

  • Page 131: Program 90 : Maintenance Program

    ISSUE 1.0 SL2100 Program 90 : Maintenance Program 90-20 : Traffic Report Data Setup Level: Description Use Program 90-20 : Traffic Report Data Setup to define the details of the traffic report. Program Input Data Item Item Input Data Description...

  • Page 132

    SL2100 ISSUE 1.0 Feature Cross Reference • Traffic Reports Program 4-66 Program 90 : Maintenance Program...

  • Page 133: Traffic Report Output

    ISSUE 1.0 SL2100 Program 90 : Maintenance Program 90-21 : Traffic Report Output Level: Description Use Program 90-21 : Traffic Report Output to define the output port to be used as the traffic report Program output. Input Data Item Item...

  • Page 134

    SL2100 ISSUE 1.0 MEMO Program 4-68 Program 90 : Maintenance Program...

  • Page 135

    ISSUE 1.0 SL2100 MEMO ACD Installation Manual 4-69...

  • Page 136

    ACD Installation Manual NEC Corporation ISSUE 1.0...

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