Section 8 Basic Operations - NEC SL2100 Installation Manual

ISSUE 1.0
Program No.
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.
41-03-02 Incoming Ring Group Assignment for ACD Group – Night Announcement Service
For each Incoming Trunk Ring Group (1~50) set up in Program 22-05-01, designate whether the
Night Announcement Service should be enabled (1) or disabled (0).
41-03-03 Incoming Ring Group Assignment for ACD Group – Priority Data
For each Incoming Trunk Ring Group (1~50) set up in Program 22-05-01, assign an Incoming Trunk
Ring Group as normal (0) or define the priority (1~7).
41-05-01 ACD Agent Work Schedules
Set up the Work Schedules for ACD Agents and Groups. For each ACD Work Schedule (1~4), des-
ignate the start and stop times for each of the eight Work Periods. Once you set up the schedules,
assign them to days of the week in Program 41-07-01. (This is the same program used by the ACD
Agent Work Schedules.)
41-06-01 Trunk Work Schedules
Set up the Work Schedules for trunks. For each Trunk Work Schedule (1~4), designate the start and
stop times for each of the eight Work Periods. Once you set up the schedules, assign them to days
of the week in Program 41-07-01. (This is the same program used by the Trunk Work Schedules.)
41-07-01 ACD Weekly Schedule Setup
Assign the Work Schedule (1~4) to days of the week (1=Sunday, 7=Saturday). The assignments you
make in this program apply to both the ACD Agent Work Schedules (Program 41-05-01) and the
Trunk Work Schedules (Program 41-06-01).
41-12-03 Night Announcement Setup – ACD Night Announce Sending Time
Define the night announce sending time (0~64800) for each ACD group (1~8).
41-13-01 VRS Message Number for Night Announcement – VRS Message Number
For each ACD Group (1~8), define the VRS message number (0~100) to be used as the night an-
nouncement.
41-13-02 VRS Message Number for Night Announcement – Tone Kind at Message Interval
For each ACD Group (1~8), define the what the caller will hear between the night announcements
(0=Ring Back Tone, 1=MOH Tone, 2=BGM Source).
41-14-10 ACD Options Setup – ACD No Answer Skip Time
For each ACD Group (1~8), set how long the system waits before transferring an unanswered call to
the next ACD agent (0=disabled or 1~64800 seconds).
7.1 Default Settings
ACD is not set up.
S 8 BASIC OPERATIONS
ECTION
8.1 Transferring Calls to an ACD Group
To Transfer a call to an ACD Group:
1. At the multiline telephone, press the Transfer key.
- OR -
At single line telephone, hookflash.
You hear Transfer dial tone.
2. Dial ACD Group Master number.
You can press a One-Touch Key for the master instead.
3. Hang up.
ACD Installation Manual
Program Name / Description
SL2100
2-11