Emergency Call; Enhanced Dss Operation; Flexible Time Schedules; Rest Mode - NEC UNIVERGE SV9100 Features And Specifications

Emergency Call

If a Contact Centre Agent needs assistance with a caller, they can place an Emergency Call to their
Contact Centre Group Supervisor. Once the supervisor answers the Emergency Call, they automatically
monitor both the Contact Centre Agent and the caller. If the agent needs assistance, the supervisor can
join in the conversation. Emergency Call can be a big help to inexperienced Contact Centre Agents that
need technical advice or assistance with a difficult caller. The supervisor can easily listen to the
conversation and then "jump in" if the situation gets out of hand.

Enhanced DSS Operation

A programmed extension user can use their DSS Console to monitor the status of the Contact Centre
Agents in a group. The DSS Console is an essential tool for supervisors. The console key flash rates tell
the supervisor at a glance which of the group agents is:
Logged onto the group (i.e., in service).
Logged out of the group (i.e., out of service).
Busy on a call.
Placing an Emergency Call to the supervisor.
Not available or installed.
The Contact Centre Supervisor can use their console also for placing and transferring calls – just like
any other extension user.

Flexible Time Schedules

A Contact Centre Work Schedule lets you divide a day into segments (called Work Periods) for
scheduling the activity in your Contact Centre Groups. You can set up four distinct Work Schedules, with
up to eight Work Periods in each Work Schedule. Each day of the week has one Work Schedule, but
different days can share the same schedule. For example, your Monday through Friday Work Schedule
could consist of only two Work Periods. Work Period 1 could be from 8:00 AM to 5:00 PM – when your
business is open. Work Period 2 could be from 5:00 PM to 8:00 AM – which covers those times when
your business is closed.
Headset Operation (With Automatic Answer)
A Contact Centre Agent or Contact Centre Group Supervisor can use 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, a Contact Centre Agent with a headset can have Automatic Answer.
This allows an agent busy on a call to automatically connect to the next waiting call when they hang up.
Incoming Call Routing
Incoming trunk calls can automatically route to specific Contact Centre Groups. These types of calls ring
directly into the Contact Centre Group without being transferred by a co-worker or the Automated
Attendant.

Rest Mode

Rest Mode temporarily logs-out a Contact Centre agent's telephone. There are two types of Rest Mode:
Manual Rest Mode:
A Contact Centre Agent can enable Manual Rest Mode anytime they want to temporarily leave the Contact
Centre Group. They might want to do this if they go to a meeting or get called away from their work area. While
in Rest Mode, calls to the Contact Centre Group do not ring the agent's telephone.
261