NEC Aspire Manual page 76

Section 3: Features
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Supervisor, ACD Group
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.
- 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.
- Supervisor's extension can only receive ACD Group calls during overßow conditions.
- Supervisor's 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.
● Supervisor, ACD System
You can designate an extension as an ACD System Supervisor. Once assigned as an ACD
System Supervisor, the user can:
- Take the all the system's ACD Groups out of service simultaneously
- Check the log out status of each agent after the groups are taken down.
- Restore all the ACD Groups to service simultaneously.
The system can have only one ACD System Supervisor.
● Work Time
Work Time temporarily busies-out an ACD agent's phone so they can work at their desk unin-
terrupted. This gives the agent time to Þll out important logs and records as soon as they are
Þnished with their call. There are two types of Work Time:
- Manual Work Time
An ACD Agent can enable Manual Work Time any time they need to work at their desk
undisturbed. You might prefer this Work Time mode if an agent only occasionally has to
Þll out follow-up paper work after they complete their call. When the agent is through
catching up with their work, they manually return themselves to the ACD Group.
- Automatic Work Time
The system implements Automatic Work Time for the agent as soon as they hang up their
current call. This is helpful in applications (such as Tech Service groups) where follow-up
paperwork is a requirement for every call. When the agent is done with their work, they
manually return themselves to the ACD Group.
- ACD Group Call Coverage Keys
To help cover calls during peak periods, a keyset can have Call Coverage keys for ACD
Groups by assigning the ACD master number to the Call Coverage key. When a call rings
into a covered ACD Group, it rings the appropriate ACD Group Call Coverage key, allow-
ing users to pick up incoming ACD calls. The key can ring immediately, after a delay or
just ßash. The Call Coverage key also facilitates one-button Transfer for an ACD Group.
- Hotline Key Shows Agent Status
An extension's Hotline keys provide the "normal" Busy Lamp Field (BLF) for co-workers
and a unique BLF for ACD Agents. Similarly to the supervisor's DSS Console BLF, the
unique BLF shows when the covered agent is in service, out of service or busy on a call.
This enhanced BLF gives a department manager, for example, ACD Group monitoring
capabilities without having to become a supervisor with a DSS Console.
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