NEC Univerge SV8500 Programming Manual page 143

A-91A ANALOG ACD POSITION - ACD
GENERAL DESCRIPTION
This feature extends the functionality of ACD features to users operating analog station equipment. By dialing ac-
cess codes from a single-line (POTS) station, an agent may invoke several features including:
• Logon with ID
• Logon without ID
• Logoff
• Switch between the modes of Work, Ready, and Break (up to 9 types of Break)
• Enter Tally codes
• Register Trunk Trouble
• Place the split into Day and Night modes
Using OPX (off-premise extension) technology an agent can now be situated at a remote location and still process
ACD calls with many of the features available to the local agents using digital telephone sets. With additional hard-
ware, a remote agent can dial into the ACD and remain continuously connected while calls are connected to the agent
one after another. The same hardware can also be programmed to call the agent back at their home telephone number
effectively reversing any long distance charges which might apply.
OPERATING PROCEDURE
A typical shift at an analog position might be as follows:
• The agent dials the access code 4300 to logon to a split using the ID code 100. ID 100 is not currently in use
by another agent, and is programmed for split 1 which requires an ID code. The agent is logged on to split 1
and hears the success announcement or the service set tone programmed for access code 4300. The agent en-
ters Work mode automatically upon logon.
• After the Work Timeout expires (3 seconds, for example), the agent automatically enters Ready mode. If ACD
calls are waiting in queue one will be immediately assigned to this position.
• At the conclusion of each call, the position is placed in Work mode for 3 seconds, and then returned to Ready
mode. (assuming the after call work timeout is programmed for 3 seconds)
• At the end of the shift, the agent calls the access code to logoff and is connected to the success announcement
or the service set tone.
A-91A ANALOG ACD POSITION - ACD
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