Sl2100 Issue - NEC SL2100 Installation Manual

SL2100
• 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. After a programmed interval, the
caller hears the 2nd Announcement. If the overflow destination is another ACD Group, the second
announcement periodically repeats while the caller continues to wait. Each announcement can be a
VRS message, or a message from an InMail.
• No Overflow with 2nd Announcement Only (Mode 8)
A call waits in queue for an available agent, but the caller periodically hears the 2nd Announcement
message. This message can be a VRS message, or a message from an InMail. In either case, the
message repeats after a programmed interval.
• Overflow with 2nd Announcement Only (Mode 9)
If 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
O
addition, the caller periodically hears the 2nd Announcement message. This message can be a
VRS message, or a message from an InMail. In either case, if the overflow destination is another
ACD Group the message repeats after a programmed interval.
Music on Hold for Queued Callers
The system will optionally play ringback tone or Music on Hold to callers waiting in an ACD Group's
queue. The source for the Music on Hold can be an internal tone or an external customer-provided
source. The customer-provided source can connect to a connector on the 082U-B1. Refer to the
Hardware Manual for more on connecting external music sources. Refer to the Features and
Specifications Manual for details on setting up Music on Hold.
Multiple ACD Groups Programmed As Overflow Destination
The system can be programmed to transfer an overflow call to a specific ACD Group using Program
41-09-01. (In order to overflow to voice mail, offsite via a speed dial bin, Ring Group, use Program
41-08-02.) This option allows you to set the priority of each of the defined overflow destinations. Up to
two different ACD Groups can be programmed as overflow destinations for each group. The system,
however, will not allow you to program an ACD Group with that same ACD Group as the overflow.
(Example: ACD Group 1 cannot overflow to ACD Group 1.)
Setting Up the 1st Announcement for Overflow Modes 2 and 4
• Mode 2 = No Overflow with 1st Announcement Only
• Mode 4 = Overflow with 1st Announcement Only
For overflow modes 2 and 4, the system handles overflow timing and playing of the 1st Announcement
Message to callers based on the interaction of the following ACD programming:
Program No.
41-08-04
With a VRS set as the announcement source:
Program No.
22-01-11
41-11-01
3-16
ACD Overflow Options – ACD Overflow Transfer Time
Overflow out of the ACD queue (mode 4 only) occurs after this timer expires. The system starts this
timer 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. When it times out, the system overflows the caller to
the destination defined in Program 41-09-01.
System Options for Incoming Calls – VRS Waiting Message Interval Time
Set the timer for the interval between the Delayed Messages (0~64800 seconds).
VRS Delay Announcement – Delay Message Start Time
For each ACD group (1~8), set how long the system waits before playing the first delay announce-
ment (0~64800 seconds).
Program Name / Description
Program Name / Description
ISSUE 1.0
Overflow Options