NEC ASPILA EX Feature Manual page 84

Automatic Call Distribution (ACD)
70 Features
need technical advise 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
An ACD Supervisor (Group or System) can use their DSS Console to monitor the status of the
ACD Agents within a group. The DSS Console is an essential tool for supervisors. Once you
assign a DSS Console to a supervisor, the 10 function keys in the last row become ACD Group
select buttons (see the illustration below). When the supervisor presses a button for an ACD
Group, the console key flash rates tell the supervisor at a glance which of the group's agents are:
- 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 ACD Supervisor can also use their console for placing and transferring calls - just like
any other extension user.
• Flexible Time Schedules
An ACD Work Schedule lets you divide a day into segments (called Work Periods) for sched-
uling the activity in your ACD 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)
An ACD Agent or ACD Group Supervisor can utilize 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, an ACD 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 ACD Groups. These types of calls
ring directly into the ACD Group without being transferred by a co-worker or the Automated
Attendant.
• Rest Mode
Rest Mode temporarily logs-out an ACD agent's phone. There are two types of Rest Mode:-
- Manual Rest Mode
An ACD Agent can enable Manual Rest Mode anytime they want to temporarily log out
of the ACD Group. They might want to do this if they go to a meeting or get called away
from their work area. While logged out, calls to the ACD Group will not ring the agent's
phone.
- Automatic Rest Mode
When an ACD Group has Automatic Rest Mode, the system will automatically put an
agent's phone in Rest Mode if it is not answered. This ensures callers won't have to wait
while ACD rings an extension that won't be answered. For system phones, the system
enables Automatic Rest Mode for all phones with Rest Mode keys. For SLTs, you must
set an option in programming to enable Automatic Rest Mode.
• Supervisor, ACD Group
You can designate an extension in an ACD Group to be the group's supervisor. Once assigned
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