Supervisor, Acd Group; Description; Programming; Related Features - NEC SL2100 Installation Manual

ISSUE 1.0

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).
• Check the log out status of each agent after the group taken down.
• Restore the ACD Group to service.
During programming, you can choose one of three modes of operation for each ACD Group
supervisor:
• Supervisor's extension cannot receive calls to the ACD Group (mode 0).
• Supervisor's extension can only receive ACD Group calls during overflow conditions (mode 1).
• Supervisors extension receives calls just like any other ACD Group agent (mode 2).
An ACD Group can have only one supervisor. In addition, an extension can be a supervisor for only
one ACD Group. There are 8 available ACD Groups.
Conditions
• An extension can have supervisory capabilities only while it is logged into the Group.
• An Out of Service Function Key (Program 15-07-01 or SC 752: code *14) will take the assigned
group out of service.
• A supervisor can not log in/out an AIC member as they are not normal ACD agents.
• An extension assigned as an ACD Group Supervisor cannot also be a System Supervisor.
Default Setting
• ACD Supervisors not programmed.

Programming

Program No.
15-07-01 Programmable Function Keys
Assign the following function keys to the ACD Group Supervisor:
• ACD Log In/Log Out key (code *10) for one-button Log In/Log Out operation.
• Out of Service key (code *14) for removing the entire ACD Group from service.
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 – Operation Type
For each ACD Group (1~8), assign the operating mode for the Group Supervisor. Operating modes
are 0 [do not receive ACD calls (no)], 1 [receive ACD incoming calls in case of overflow (Busy)] and
2 [receive ACD incoming calls all the time (Yes)].

Related Features

Supervisor, System
ACD Installation Manual

Supervisor, ACD Group

Program Name / Description
SL2100
S
3-27