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NEC Univerge SV8100 Features And Specifications Manual

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Features and Specifications Manual
Doc. No. 10534
Issue 1.0

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Table of Contents
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  Summary of Contents for NEC Univerge SV8100

  • Page 1 Features and Specifications Manual Doc. No. 10534 Issue 1.0...
  • Page 3 Contents of this manual are subject to change without prior notice at the discretion of NEC Australia Pty Ltd. This document has been prepared for the use of employees and customers of NEC Australia Pty Ltd and may not be reproduced without prior written approval of NEC Australia Pty Ltd.
  • Page 5 The UNIVERGE SV8100 system meets the customer needs today, and as business expands, the system can be expanded to grow as well. The UNIVERGE SV8100 system has a set of manuals that provide all the information necessary to install and support the system. This preface describes these manuals.
  • Page 7 In the event of equipment malfunction, all repairs must be performed by an authorised dealer of NEC Australia Pty Ltd or by NEC Australia Pty Ltd. It is the responsibility of users requiring service to report the need for service to one of NEC Australia Pty Ltd authorised agents or to NEC Australia Pty Ltd.
  • Page 8 The Australian Performing Right Association Limited (APRA), or other similar organisation, when radio or TV broadcasts are transmitted through the Music On Hold feature of this telecommunication system. NEC Australia Pty Ltd hereby disclaims any liability arising out of the failure to obtain such a license.
  • Page 9 ATTERY ISPOSAL AND AFETY The UNIVERGE SV8100 system includes the batteries listed below. When disposing of these batteries from system chassis, blades or external battery boxes, the maintenance personnel must comply with applicable Federal and State regulations regarding proper disposal procedures.
  • Page 11: Table Of Contents

    About This Chapter ................. 2-1 Section 2 Important Notes ................... 2-2 Section 3 IPK II to UNIVERGE SV8100 Feature Comparison List ......2-3 Section 4 Features ...................... 2-9 Account Code – Forced/Verified/Unverified ........2- 11 Account Code Entry ................2- 17 Alarm ....................
  • Page 12 Issue 1.0 UNIVERGE SV8100 Call Arrival (CAR) Keys ..............2- 131 Call Duration Timer ................. 2- 137 Call Forwarding – Centrex .............. 2- 139 Call Forwarding – Park and Page ............ 2- 145 Call Forwarding ................2- 149 Call Forwarding with Follow Me ............2- 161 Call Forwarding, Off-Premise ............
  • Page 13 UNIVERGE SV8100 Issue 1.0 Direct Station Selection (DSS) Console ........... 2- 409 Directed Call Pickup ............... 2- 417 Directory Dialing ................2- 421 Distinctive Ringing, Tones and Flash Patterns ......... 2- 425 Do Not Disturb ................2- 433 Door Box ..................2- 439 Drop Key ..................
  • Page 14 Issue 1.0 UNIVERGE SV8100 Maintenance ................... 2- 703 Meet Me Conference ..............2- 705 Meet Me Paging ................2- 709 Meet Me Paging Transfer ............... 2- 713 Memo Dial ..................2- 719 Message Waiting ................2- 723 Microphone Cutoff ................2- 729 Mobile Extension ................
  • Page 15 UNIVERGE SV8100 Issue 1.0 Secretary Call Pickup ..............2- 917 Selectable Display Messaging ............2- 919 Selectable Ring Tones ..............2- 925 Serial Call ..................2- 929 Single Line Telephones ..............2- 933 SLT Adapter ................... 2- 941 Softkeys ..................2- 957 Speed Dial –...
  • Page 16 Issue 1.0 UNIVERGE SV8100 VM8000 InMail ................2- 1213 Voice Mail Integration (Analog) ............. 2- 1253 Voice Mail Message Indication on Line Keys ......... 2- 1273 Voice Over ................... 2- 1277 Voice Response System (VRS) ............. 2- 1281 Volume Controls ................2- 1301 Warning Tone for Long Conversation ..........
  • Page 17 LIST OF FIGURES Figure 1-1 SV8100 Key Assignment Example ............1-2 Figure 1-2 Feature Access/One-Touch Key Assignment Example ......1-3 Figure 2-1 Department Calling Priority Call Routing ..........2-346 Figure 2-2 Department Calling Circular Routing ..........2-347 Figure 2-3 Digital Trunk Clocking Example 1 ............2-366 Figure 2-4 Digital Trunk Clocking Example 2 ............
  • Page 18 Issue 1.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK viii List of Figures...
  • Page 19 LIST OF TABLES Table 2-1 Sample Alarm Report ..................2-27 Table 2-2 Alarm Report Definitions ................. 2-28 Table 2-3 Alarm Report Item Definitions ................. 2-28 Table 2-4 Sample System Information Printout .............. 2-29 Table 2-5 Keys for Entering Names ................2-214 Table 2-6 Dial Tone Detection Program Interaction ............
  • Page 20 Issue 1.0 UNIVERGE SV8100 Table 2-28 Keys for Entering Names ................2-995 Table 2-29 TAPI Commands ..................2-1099 Table 2-30 Board Power Factor ..................2-1201 Table 2-31 Terminal Power Factor ................2-1202 Table 2-32 Maximum Number of Package Installed ............2-1202 Table 2-33 Voice Prompting Messages .................
  • Page 21: Chapter 1 Introduction

    Introduction ECTION ENERAL NFORMATION UNIVERGE SV8100 (DTL and ITL telephones), IPK II (DTH telephones), term Series i (DTR telephones) can be used with the UNIVERGE SV8100 system. ECTION ULTILINE ERMINALS USED WITH THE YSTEM SV8100 Terminals The SV8100 Multiline Terminals either with or without LCD display offer a variety of colors, and line sizes.
  • Page 22: Figure 1-1 Sv8100 Key Assignment Example

    Issue 1.0 UNIVERGE SV8100 Soft Keys Line Key Numbered Keypad Recall Hold Feature Transfer Answer Menu Speaker Cursor Figure 1-1 SV8100 Key Assignment Example IPK Terminals The IPK Terminals (DTH telephones) either with or without LCD display offer a variety of colors, and line sizes.
  • Page 23: Figure 1-2 Feature Access/One-Touch Key Assignment Example

    UNIVERGE SV8100 Issue 1.0 Feature Access, Single On/Off, or One-Touch Keys Keys are designated Feature Access, Single On/Off, or One-Touch throughout this manual. The keys operate much the same, but various limitations imposed on each type are described below. Feature Access Keys Depending on the type, a Multiline Terminal can have 2, 8, 16, 24, or 32 line keys.
  • Page 24 LED to indicate incoming calls or messages, and an outgoing only Analog SLT Port [AD(A)-R( )] is also available. The UNIVERGE SV8100 Single Line Terminals are offered in two variations (DTR-1-1( ) and DTR-1HM-1( )). Both terminals come in black or white. Both have DTMF and Pulse Dialing compatibility, and offer Flash and Redial key functionality.
  • Page 25: Chapter 2 Features

    HAPTER ECTION This chapter provides an alphabetical listing of the features that are available with the UNIVERGE SV8100 system. Each feature provides the following information: Description – briefly describes the feature and how it is used. Conditions – provides special operating conditions (if any) that need to be considered with using the feature.
  • Page 26: Important Notes

    Issue 1.0 UNIVERGE SV8100 MPORTANT OTES ECTION Simplifying Multiline Terminal Operation with One-Touch Keys A multiline terminal user can access many features using Service Codes (e.g., Service Code 744 sets Call Forward Busy/No Answer). To streamline the operation of their telephone, a multiline terminal user can store these codes under One-Touch Keys.
  • Page 27 OMPARISON ECTION The following table provides a cross-reference between the IPK II and the UNIVERGE SV8100 features. IPK II Feature Name UNIVERGE SV8100 Feature Name Account Code – Forced/Verified/Unverified Account Code – Forced/Verified/Unverified Account Code Entry Account Code Entry Alarm...
  • Page 28 Issue 1.0 UNIVERGE SV8100 IPK II Feature Name UNIVERGE SV8100 Feature Name Call Waiting/Camp-On Call Waiting/Camp-On Callback Callback Caller ID Call Return Caller ID Call Return Caller ID Caller ID Central Office Calls, Answering Central Office Calls, Answering Central Office Calls, Placing...
  • Page 29 UNIVERGE SV8100 Issue 1.0 IPK II Feature Name UNIVERGE SV8100 Feature Name Directory Dialing Directory Dialing Distinctive Ringing, Tones and Flash Patterns Distinctive Ringing, Tones and Flash Patterns Do Not Disturb Do Not Disturb Door Box Door Box Drop Key...
  • Page 30 Issue 1.0 UNIVERGE SV8100 IPK II Feature Name UNIVERGE SV8100 Feature Name IP Extenders/Mobile ConneX Not Supported IP Station (MEGACO) – IAD Integrated Access IP Multiline Station (SIP) Device IP Station (MEGACO) – MG 16 IP Multiline Station (SIP) IP Station (SIP) – MG16 IP Single Line Telephone (SIP) IP Trunk –...
  • Page 31 UNIVERGE SV8100 Issue 1.0 IPK II Feature Name UNIVERGE SV8100 Feature Name Name Storing Name Storing Night Service Night Service Off-Hook Signaling Off-Hook Signaling One-Digit Dial Option Automatic Call Distribution (ACD) One-Touch Calling One-Touch Calling Operator Operator (OPX) Off-Premise Extension...
  • Page 32 Issue 1.0 UNIVERGE SV8100 IPK II Feature Name UNIVERGE SV8100 Feature Name Selectable Ring Tones Selectable Ring Tones Serial Call Serial Call Single Line Telephones, Analog 500/2500 Sets Single Line Telephones SLT Adapter SLT Adapter SNMP Simple Network Management Protocol...
  • Page 33: Features

    Volume Controls Warning Tone For Long Conversation Warning Tone for Long Conversation Wireless – DECT Wireless DECT (SIP) EATURES ECTION The remainder of this document provides the features for the UNIVERGE SV8100 system. SV8100 Features and Specifications Manual 2 - 9...
  • Page 34 Issue 1.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 2 - 10 Features...
  • Page 35: Account Code - Forced/Verified/Unverified

    Account Code – Forced/Verified/Unverified Description Account Codes are user-dialed codes that help the system administrator categorize and/or restrict trunk calls. The system has two types of Forced Account Codes: Forced Account Codes (Unverified) Forced Account Codes require an extension user to enter an Account Code every time they place a trunk call.
  • Page 36 Issue 1.0 UNIVERGE SV8100 Account Code Capacity Account Codes print along with the other call data on the SMDR record after the call completes. Account Codes can have 1~16 digits using 0~9 and . Verified Account Codes can have 3~16 digits.
  • Page 37 UNIVERGE SV8100 Issue 1.0 Required Component(s) VRS for Forced Account Codes for Single Line Telephones Related Features Automatic Route Selection PBX Compatibility Speed Dial – System/Group/Station Station Message Detail Recording Guide to Feature Programming The Level 1, Level 2 and Level 3 columns indicate the programs that are assigned when programming this feature in the order they are most commonly used.
  • Page 38: Univerge Sv8100 Issue

    Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 20-13-20 Class of Service Options In an extension Class of Service, 0 = Off (Supplementary Service) – turns On (1) or Off (0) the Operator 1 = On...
  • Page 39 UNIVERGE SV8100 Issue 1.0 Operation To enter an Account Code any time while on a trunk call: The outside caller cannot hear the Account Code digits you enter. You can use this procedure if your system has Optional Account Codes enabled. You may also be able to use this procedure for incoming calls.
  • Page 40 Issue 1.0 UNIVERGE SV8100 To dial an outside number and let your system tell you when a Forced Account Code is required: Access a trunk and dial the number you want to call. Wait for your call to go through.
  • Page 41: Account Code Entry

    UNIVERGE SV8100 Issue 1.0 Account Code Entry Description Account Codes are user-dialed codes that help the system administrator categorize and/or restrict trunk calls. Optional Account Codes allow a user to enter an Account Code while placing a trunk call or anytime while on a call.
  • Page 42 Issue 1.0 UNIVERGE SV8100 To simplify Account Code Entry, store the Account Code (e.g., 1234) in a One-Touch Key. Press the key instead of dialing the codes. Speed Dialing bins can contain stored Account Codes. Prevent them from being displayed using Program 20-07-04.
  • Page 43 UNIVERGE SV8100 Issue 1.0 Level 3 – these programs are not often assigned and require an expert level working knowledge of the system to be properly assigned. Level Program Program Name Description/Comments Assigned Data Number 14-01-11 Basic Trunk Data Setup – Account...
  • Page 44 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 35-06-01 SMDR Account Code Setup – Use this table to enter Account Up to 16 digits Verified Account Code Codes into the Verification Account Enter: 1~9, 0, Code List. You can enter up to 2000...
  • Page 45 UNIVERGE SV8100 Issue 1.0 Dial your Account Code (1~16 digits, using 0~9 and If you make an incorrect entry, your system may automatically alert the operator. If Account Codes are hidden, each digit you dial shows on the telephone display.
  • Page 46 Issue 1.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 2 - 22 Account Code Entry...
  • Page 47: Alarm

    UNIVERGE SV8100 Issue 1.0 Alarm Description Alarm lets any station extension work like an Alarm clock. An extension user can have Alarm remind them of a meeting or an appointment. There are two types of Alarms: Alarm 1 (sounds only once at the preset time)
  • Page 48 Issue 1.0 UNIVERGE SV8100 Guide to Feature Programming The Level 1, Level 2 and Level 3 columns indicate the programs that are assigned when programming this feature in the order they are most commonly used. These levels are used with PCPro and WebPro wizards for feature programming.
  • Page 49 UNIVERGE SV8100 Issue 1.0 To silence an alarm: At multiline terminal, press Exit. - OR - At the single line telephone, lift the handset. The single line set user hears Music on Hold when the handset is lifted. To check the programmed alarm time at a multiline terminal: Press Help.
  • Page 50 Issue 1.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 2 - 26 Alarm...
  • Page 51: Alarm Reports

    Alarm Reports Description The UNIVERGE SV8100 system logs various errors and reports information about the operation that can be used to determine the cause of a problem. The system can indicate several errors on the multiline telephone display, output to a USB stick on the CD-CP00-AU, or be downloaded in PCPro. The report data can also be sent via e-mail.
  • Page 52: Table 2-2 Alarm Report Definitions

    Issue 1.0 UNIVERGE SV8100 Table 2-2 Alarm Report Definitions Alarm Report Heading Definitions Alarm Type (MAJ = Major, MIN = Minor) Number of Alarm (4-digit) STAT Status (REC = Recovered, ERR = Error, WAR = Warning DATE Date the Alarm Occurred...
  • Page 53: Table 2-4 Sample System Information Printout

    UNIVERGE SV8100 Issue 1.0 Table 2-4 Sample System Information Printout System Information 05/18/2006 11:02 slot location type assign port condition note 1-16 Running -------- Connect: 1-23 Running 25-28 Running none none Not Install 33-40 Not Install -------- Connect: 17-24 Running...
  • Page 54 Conditions Alarm Reports and System Information Reports can be output to a USB stick on the CD-CP00-AU. The UNIVERGE SV8100 supports the following Alarms to be output to the LCD of a multiline terminal: SMDR Buffer Full CD-CP00-AU-LAN link Error...
  • Page 55 UNIVERGE SV8100 Issue 1.0 System Availability Terminals All Multiline Terminals Required Component(s) USB memory stick Related Features None Guide to Feature Programming The Level 1, Level 2 and Level 3 columns indicate the programs that are assigned when programming this feature in the order they are most commonly used. These levels are used with PCPro and WebPro wizards for feature programming.
  • Page 56: Printing Reports

    Issue 1.0 UNIVERGE SV8100 Setting Up Alarms: Level Program Program Name Description/Comments Assigned Data Number 90-10-01 System Alarm Setup – Alarm Type Set the alarm type 14 and 60. 0 = Not Set Alarm 14 – CD-CP00-AU-LAN Link 1 = Major Alarm...
  • Page 57 UNIVERGE SV8100 Issue 1.0 Printing System Information Reports: Level Program Program Name Description/Comments Assigned Data Number 90-13-01 System Information Output – Indicate the type of connection 0 = No Setting Output Port Type system information. 4 = CTA/CTU 5 = USB...
  • Page 58 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 10-12-03 CD-CP00-AU Network Setup – Assign the default gateway IP 0.0.0.0 ~ Default Gateway address for the CD-CP00-AU. 126.255.255.254 128.0.0.1 ~ 191.254.255.254 192.0.0.1 ~ 223.255.255.254 (default = 0.0.0.0) 90-11-02 System Alarm Report –...
  • Page 59: Alphanumeric Display

    UNIVERGE SV8100 Issue 1.0 Alphanumeric Display Description Multibutton display telephones have a 3-line, 24 character per line Alphanumeric Display that provides various feature status messages. These messages help the display telephone user process calls, identify callers and customize features. Conditions The contrast is not adjustable when the telephone has background music enabled.
  • Page 60 Issue 1.0 UNIVERGE SV8100 Guide to Feature Programming The Level 1, Level 2 and Level 3 columns indicate the programs that are assigned when programming this feature in the order they are most commonly used. These levels are used with PCPro and WebPro wizards for feature programming.
  • Page 61: Analog Communications Interface (Aci)

    The PGD(2)-U( ) ADP relay associated with the port closes when the call goes through. For Music on Hold, connect the music source to the PGD(2)-U( ) ADP module. Connect the music source control leads to the CTL (control relay) jack. Refer to the UNIVERGE SV8100 System Hardware Manual for additional details.
  • Page 62 Department Group options to PGD(2)-U( ) ADP software ports, not physical ports. During installation, you connect equipment to the jacks on the PGD(2)-U( ) ADP that correspond to the software port. Refer to the UNIVERGE SV8100 System Hardware Manual for installation details. 2 - 38...
  • Page 63 Paging circuits on the CD-CP00-AU. The PGD(2)-U( ) ADP can be connected to any DLC port. The devices connected to the PGD(2)-U( ) ADP must be compatible with the specifications below. Refer to the UNIVERGE SV8100/SV8300 System Hardware Manual for installation details. PGD(2)-U( ) ADP/ACI Interface Specifications Relay Contacts...
  • Page 64 Issue 1.0 UNIVERGE SV8100 System Availability Terminals None Required Component(s) PGD(2)-U( ) ADP Related Features Automatic Call Distribution (ACD) Background Music Hotline One-Touch Calling Paging, External 2 - 40 Analog Communications Interface (ACI)
  • Page 65 UNIVERGE SV8100 Issue 1.0 Guide to Feature Programming The Level 1, Level 2 and Level 3 columns indicate the programs that are assigned when programming this feature in the order they are most commonly used. These levels are used with PCPro and WebPro wizards for feature programming.
  • Page 66 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 14-09-01 Conversation Recording Use this option to assign the ACI Call Extension Number = Destination for Trunks – ACI Recording destination per trunk. The Maximum eight digits Recording Destination Extension...
  • Page 67 UNIVERGE SV8100 Issue 1.0 Operation To call an ACI software port: Press Speaker. Dial ACI software port extension number. - OR - Dial ACI Department Group extension number. - OR - Press the One-Touch Key for ACI extension or Department Group.
  • Page 68 Issue 1.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 2 - 44 Analog Communications Interface (ACI)
  • Page 69: Ancillary Device Connection

    Ancillary Device Connection allows installation of selected peripheral (ancillary) devices to a multiline terminal. This feature enhances peripheral device objectives. An UNIVERGE SV8100 multiline terminal user can accomplish this by using the AP(R)-R( )/APR-L( ) Unit (Analog Port Adapter with Ringer) or AP(A)-R( ) Unit (Analog Port Adapter without Ringer) for analog telephone devices, or installing the AD(A)-R( )/APA-L( ) Unit to connect devices such as tape recorders.
  • Page 70 Issue 1.0 UNIVERGE SV8100 When Program 10-03-06 is assigned as APR you cannot manually assign a port number for the APR. DTP-2DT-1( ) and DTR-2DT-1( ) telephones have a built-in APA adapter. Phones that have an APR/APA installed do not pass voice to a trunk until the interdigit time expires (Program 21-01-03).
  • Page 71 UNIVERGE SV8100 Issue 1.0 Guide to Feature Programming The Level 1, Level 2 and Level 3 columns indicate the programs that are assigned when programming this feature in the order they are most commonly used. These levels are used with PCPro and WebPro wizards for feature programming.
  • Page 72 Issue 1.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 2 - 48 Ancillary Device Connection...
  • Page 73: Answer Hold

    UNIVERGE SV8100 Issue 1.0 Answer Hold Description Answer Hold allows a multiline terminal user to press the flashing Answer Key to answer an incoming ringing call or a Camp-On call. When the multiline terminal user is already answering a call, the first call is automatically placed on hold, depending on the user setting in Program 15-02-06.
  • Page 74 Issue 1.0 UNIVERGE SV8100 Related Features Answer Key Central Office Calls, Answering Guide to Feature Programming The Level 1, Level 2 and Level 3 columns indicate the programs that are assigned when programming this feature in the order they are most commonly used. These levels are used with PCPro and WebPro wizards for feature programming.
  • Page 75 UNIVERGE SV8100 Issue 1.0 Operation To answer a call on a different line key or CAP key with a call in progress: Receive a CO/PBX, DID/DISA/DIL/E&M incoming ring. Answer flashes. Press Answer and answer the new call. The Answer LED goes out. The original call is put on hold.
  • Page 76 Issue 1.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 2 - 52 Answer Hold...
  • Page 77: Answer Key

    UNIVERGE SV8100 Issue 1.0 Answer Key Description Multiline terminals have an Answer Key with an LED that flashes when the Multiline Terminal user receives an incoming CO/PBX, Tie/DID transfer, or CO/PBX transfer call. When multiple calls are received, The Answer Key is used to pick up calls and continues flashing until the last unanswered call is answered.
  • Page 78 Issue 1.0 UNIVERGE SV8100 Answer Hold Guide to Feature Programming The Level 1, Level 2 and Level 3 columns indicate the programs that are assigned when programming this feature in the order they are most commonly used. These levels are used with PCPro and WebPro wizards for feature programming.
  • Page 79 UNIVERGE SV8100 Issue 1.0 Level Program Program Name Description/Comments Assigned Data Number 22-07-01 DIL Assignment Assign the destination extension or Number of Transferring Department Group Pilot Number for Destinations for Day/ each DIL Incoming trunk. Night Modes (1~8): Extension Number...
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  • Page 81: Attendant Call Queuing

    UNIVERGE SV8100 Issue 1.0 Attendant Call Queuing Description Attendant extensions can have up to 32 incoming calls queued before additional callers hear busy tone. This helps minimize call congestion in systems that use the attendant as the overflow destination for unanswered calls.
  • Page 82 Issue 1.0 UNIVERGE SV8100 Related Features Call Forwarding Guide to Feature Programming The Level 1, Level 2 and Level 3 columns indicate the programs that are assigned when programming this feature in the order they are most commonly used. These levels are used with PCPro and WebPro wizards for feature programming.
  • Page 83: Automatic Call Distribution (Acd)

    UNIVERGE SV8100 Issue 1.0 Automatic Call Distribution (ACD) Description Automatic Call Distribution (ACD) uniformly distributes calls among agents of a programmed ACD Group. When a call rings into an ACD Group, the system automatically routes the call to the agent that has been idle the longest.
  • Page 84 Issue 1.0 UNIVERGE SV8100 ACD Overflow (With Announcements) ACD offers extensive overflow options for each ACD Group. For example, a caller ringing in when all agents are unavailable can hear an initial announcement (called the 1st Announcement). This announcement can be a general greeting like, “Thank you for calling. All of our agents are currently busy helping other customers.
  • Page 85 UNIVERGE SV8100 Issue 1.0 Agent Identity Code (AIC) An Agent Identity Code (AIC) allows ACD agents to log in any extension without setting Program 41-02-01. Using AIC, ACD agents can also log in to multiple ACD groups at the same time (up to 64 ACD Groups).
  • Page 86 Issue 1.0 UNIVERGE SV8100 Multiple Agent Log In ACD agents can log in any extension with multiple AICs (up to three). Using the example setup above, ACD works as follows: EXAMPLE: Example 1: Log In with AIC 789 and 567 During Mode Pattern 1, ACD agents belong to ACD groups 1, 2, 10 and 16 at the same time.
  • Page 87 UNIVERGE SV8100 Issue 1.0 Enhanced DSS Operation A programmed extension user can use their DSS Console to monitor the status of the ACD 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).
  • Page 88 Issue 1.0 UNIVERGE SV8100 Automatic Rest Mode: When an ACD Group has Automatic Rest Mode, the system automatically puts an agent’s telephone in Rest Mode if it is not answered. This ensures callers do not have to wait while ACD rings an extension that is not answered.
  • Page 89 UNIVERGE SV8100 Issue 1.0 Work Time Work Time temporarily busies-out an ACD agent’s telephone so they can work at their desk uninterrupted. This gives the agent time to fill out important logs and records as soon as they are finished with their call.
  • Page 90 Issue 1.0 UNIVERGE SV8100 Enhanced Supervisor Options: An ACD supervisor can individually assign extensions to ACD Groups, and set an agent’s status once assigned. This provides the supervisor with tremendous flexibility to reassign agents as work loads vary. Queue Status Display with Scrolling: When all agents in an ACD Group are unavailable, an incoming call queues and causes the Queue Status Display to occur on the ACD Group Supervisor and/or agent’s display (based on the Class of...
  • Page 91 UNIVERGE SV8100 Issue 1.0 When Logged Out of ACD Group: When ACD agents are logged out and a call is placed into the ACD queue, the telephones of the logged out agents display the Queue Status and they hear the alarm according to the settings defined in system programming.
  • Page 92 -based software programs designed to enhance the ACD features of the UNIVERGE SV8100 Telephone System. The software displays both real-time data and historical reports. Refer to the UNIVERGE SV8100 ACD MIS Supervisors Manual for more information. ACD Group as Overflow Destination The system can transfer an overflow call to a specific ACD Group, off-site via a speed dial bin, Ring Group or to voice mail using Program 41-09-01.
  • Page 93 Music on Hold on page 2-763. MIS: The UNIVERGE SV8100 system does not buffer the ACD Statistics when the PC running the ACD Server application is not connected. If an ACD Queue call is transferred to another logged-in Agent, it shows that both agents took a call but the queue only shows it as one total call.
  • Page 94 Issue 1.0 UNIVERGE SV8100 Default Setting Refer to the UNIVERGE SV8100 ACD Manual for more details. System Availability Terminals All Terminals Required Component(s) ACD Software License PZ-VM21 Unit VM8000 InMail (2 or 4) port flash drive (For Delay Announcements using VM8000 InMail)
  • Page 95 Level 2 – these are the next most commonly assigned programs for this feature. Level 3 – these programs are not often assigned and require an expert level working knowledge of the system to be properly assigned. Refer to the UNIVERGE SV8100 ACD Manual for complete programming information. Level Program...
  • Page 96 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 11-17-01 ACD Group Pilot Number Assign the ACD Master Number for ACD Group Number: each ACD Group. 01~64 ACD Group Pilot Number: Up to eight digits (default not assigned)
  • Page 97 UNIVERGE SV8100 Issue 1.0 Level Program Program Name Description/Comments Assigned Data Number 20-13-33 Class of Service Options Set this option to on for the operator 0 = Off (Supplementary Service) – ACD to use service codes in Program 11- 1 = On Supervisor’s Position...
  • Page 98 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 41-02-01 ACD Group and Agent For each ACD extension number, ACD Work Period Mode Assignments assign an ACD Group (1~64). An Number: 1~8 ACD Group number is assigned to ACD Group Number: each Work Period number (1~8).
  • Page 99 UNIVERGE SV8100 Issue 1.0 Level Program Program Name Description/Comments Assigned Data Number 41-07-01 ACD Weekly Schedule Setup Assign the four Work Schedules Day No./Time Pattern: (1~4) to days of the week. 1 = Sunday/ 0~4 The assignments made in this...
  • Page 100 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 41-08-02 ACD Overflow Options – ACD Assign the overflow mode (0~9), 0 = No Setting Overflow Destination destination and announcement 1~64 = ACD Group message types. Delay 65 = Overflow Table...
  • Page 101 UNIVERGE SV8100 Issue 1.0 Level Program Program Name Description/Comments Assigned Data Number 41-10-04 ACI Delay Announcement – 2nd Set the time between when the 1st 0~64800 (seconds) Delay Announcement Connection Delay Announcement plays and (default = 60 seconds) Timer when the 2nd Delay Announcement plays.
  • Page 102 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 41-12-03 Night Announcement Setup – Define the length of time the ACD 0~64800 (seconds) ACD Night Announce Sending night Announcement will play. Only (default = 30 seconds) Time used when Program 41-12-01 is set to 0 (ACI).
  • Page 103 UNIVERGE SV8100 Issue 1.0 Level Program Program Name Description/Comments Assigned Data Number 41-14-08 ACD Options Setup – ACD Off This option Enables (1) or Disables 0 = Cannot receive Duty Mode (2) the agent’s ability to receive internal call internal calls in ACD Off Duty Mode.
  • Page 104 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 41-14-15 ACD Options Setup – DTMF Set various options for ACD Groups. 0~64800 (seconds) Detect Time after Delay When an option is set for an ACD (default = 0 seconds)
  • Page 105 UNIVERGE SV8100 Issue 1.0 Level Program Program Name Description/Comments Assigned Data Number 41-18-06 ACD Agent Identity Code Setup – For each AIC table, define the ACD 0~64 ACD Group Number in Mode 4 group AIC Agents are in during 0 = No Setting mode 4.
  • Page 106 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 41-20-01 ACD Queue Display Settings – Program 41-15 can also provide a 0=No Display, 1~200 Number of Calls in Queue queue alarm to the agents. The (default = 0) options in Program 41-20 should not be used if 41-15 is set.
  • Page 107 UNIVERGE SV8100 Issue 1.0 Operation Using the Headset with Automatic Answer for ACD Agents: With the multiline terminal in an idle state, press Feature. Press the HEADSET key (Program 15-07-01 or SC 751: 05). The Headset key blinks when Automatic Headset is activated.
  • Page 108 Issue 1.0 UNIVERGE SV8100 To log out (for single or multiple agent log ins): Multiline Terminal All AIC log ins become logged out. Press the ACD LOG IN/LOG OUT key (Program 15-07-01 or SC 752: 10). Dial 1 to accept.
  • Page 109 UNIVERGE SV8100 Issue 1.0 Dial the first Agent Identity Code (AIC) (up to four digits). You hear a confirmation tone when immediately logging in with additional AICs. For second agent log: Dial the second Agent Identity Code (AIC) (up to four digits).
  • Page 110 Issue 1.0 UNIVERGE SV8100 Single Line Telephone Lift the handset and dial 658. A fast busy is heard. To set Pre-Rest Mode (while on a call), press the hookflash and then dial 658. Press the Hookflash again to return to the outside party. Rest Mode begins once the call is completed.
  • Page 111: Automatic Release

    UNIVERGE SV8100 Issue 1.0 Automatic Release Description Automatic Release drops the line circuit when an outside party abandons the call. For this feature to work with Loop Start Trunks, the CO/PBX providing the outside line must provide a timed disconnect signal.
  • Page 112 Issue 1.0 UNIVERGE SV8100 Related Features Central Office Calls, Answering Central Office Calls, Placing Guide to Feature Programming The Level 1, Level 2 and Level 3 columns indicate the programs that are assigned when programming this feature in the order they are most commonly used. These levels are used with PCPro and WebPro wizards for feature programming.
  • Page 113 UNIVERGE SV8100 Issue 1.0 Level Program Program Name Description/Comments Assigned Data Number 80-04-02 Call Progress Tone Detector Use this option to set the minimum 0~15 Setup – Min. Detection Level detection level. detect level 0: -15dBm(0) to -30dBm(15) detect level 1:...
  • Page 114 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 80-04-07 Call Progress Tone Detector Use this option to set the maximum 0~255 (30+30-7680ms) Setup – ON Maximum Time On time. default: 14 (450 ms) Type 1 (DT) – 0 Type 2 (BT) –...
  • Page 115: Automatic Route Selection

    The ARS feature can add or delete digits and route calls according to predetermined levels. When UNIVERGE SV8100 systems are networked together by Tie Lines or K-CCIS, the networked systems can be called by a system number and a user extension number, just an extension number, or by using a trunk access code.
  • Page 116 Issue 1.0 UNIVERGE SV8100 Separate Routing for Selected Call Types To provide unique control, you can program separate routing instructions for: Directory assistance calls Emergency calls Basic ARS Operation When a user places an outside call, ARS analyzes the digits dialed and assigns one of 400 Selection Numbers to the call.
  • Page 117 UNIVERGE SV8100 Issue 1.0 Program 12-02 for Automatic Night Service Patterns as: Time Program 12-02-01 Program 12-02-02 Program 12-02-03 Pattern No. Start Time End Time Operation Mode 00:00 08:30 2 (Night) 08:30 17:00 1 (Day) 17:00 00:00 2 (Night) Program 12-02 for Automatic Night Service Patterns as: Mode Ext.
  • Page 118 ARS does not permit 0 and 011+ calls to be routed out separate trunk groups. The UNIVERGE SV8100 supports only direct trunk selection for dial 9 (Operator) type calls. If an entry of 000 is programmed in ARS, but ARS is turned off, 000 calls still attempt to route using ARS.
  • Page 119 UNIVERGE SV8100 Issue 1.0 Related Features Central Office Calls, Placing Code Restriction Dial Tone Detection Speed Dial – System/Group/Station Trunk Group Routing Trunk Queuing/Camp On Guide to Feature Programming The Level 1, Level 2 and Level 3 columns indicate the programs that are assigned when programming this feature in the order they are most commonly used.
  • Page 120 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 12-01-01 Night Mode Function Setup – Turns Off (0) or On (1) any 0 = Off Manual Night Mode Switching extensions from activating Manual 1 = On Night Service.
  • Page 121 UNIVERGE SV8100 Issue 1.0 Level Program Program Name Description/Comments Assigned Data Number 12-03-01 Weekly Night Service Switching Define which time pattern should be Night Mode Service used on each day of the week. Group Numbers: 01~32 Time Schedule Pattern Number: 1~10...
  • Page 122 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 12-07-01 Text Data for Night Mode Use this program to make an original Night Mode Service text message, which, depending on Group Number: programming, can be displayed on...
  • Page 123 UNIVERGE SV8100 Issue 1.0 Level Program Program Name Description/Comments Assigned Data Number 14-07-01 Trunk Access Map Setup Set up the Trunk Access Maps. This 0 = No access sets the access options for trunks. 1 = Outgoing access only 2 = Incoming access...
  • Page 124 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 20-08-17 Class of Service Options Turns Off or On an extension 0 = Off (Outgoing Call Service) – ARS capability to override the trunk 1 = On Override of Trunk Access Map...
  • Page 125 UNIVERGE SV8100 Issue 1.0 Level Program Program Name Description/Comments Assigned Data Number 26-01-07 Automatic Route Selection Use this program to define the 0 = F-Route Service – F-Route Access COS system options for Automatic Route 1 = ARS Reference Selection (ARS).
  • Page 126 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 26-02-03 Dial Analysis Table for ARS – For each Dial Analysis Table If Service Type 1 (in Additional Data/Service Number (1~200), if Service Type 1 was 26-02): selected in Program 26-02-02, enter...
  • Page 127 UNIVERGE SV8100 Issue 1.0 Level Program Program Name Description/Comments Assigned Data Number 26-03-01 ARS Dial Treatments – Treatment Assign the Dial Treatments (1~15) 24 characters maximum Code for automatic ARS dialing (default not assigned) translation. Assign Dial Treatments to Service Numbers (Trunk Groups) in Program 26-02.
  • Page 128 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 26-11-01 Transit Network ID Table – Enter the Transit Network Selection 0000~9999 Transmit Network ID (Carrier ID) information element to be added to (Fixed four digits) an ARS call using an ISDN trunk.
  • Page 129 UNIVERGE SV8100 Issue 1.0 Level Program Program Name Description/Comments Assigned Data Number 44-03-01 Dial Analysis Extension Table – Set the Dial digits (24 digits max: Up to 24 digits Dial 1~9, 0 , @) to be used for the Digits = 1~9, 0, , #, @ Dial Extension Analysis Table.
  • Page 130 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 44-05-04 ARS/F-Route Table – Beep Tone For each ARS/F-Route table (1~500) 0 = Off (No Beep) assign a priority number (1~4). 1 = On (Beep)s Select whether or not a beep is...
  • Page 131 UNIVERGE SV8100 Issue 1.0 Level Program Program Name Description/Comments Assigned Data Number 44-07-01 Gain Table for ARS/F-Route Set the gain table to be used 1~63 Access – Incoming Transmit (1~500). If an extension dials ARS/F- (-15.5 ~ +15.5dB) Route number;...
  • Page 132 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 44-10-01 Holiday Schedule for ARS/ Define a yearly schedule for ARS/ Date: 0101~1231 F-Route F-Route. This schedule is used for Schedule Pattern setting special days such as national Number = 0~10 holidays (pattern numbers 1~10).
  • Page 133 UNIVERGE SV8100 Issue 1.0 Level Program Program Name Description/Comments Assigned Data Number 80-03-03 DTMF Tone Receiver Setup – Min. Use this option to define the 0~15 Detect Level minimum detection level for DTMF detect level 0: –10dBm(0) to Tone Receiver.
  • Page 134 Issue 1.0 UNIVERGE SV8100 Level Program Program Name Description/Comments Assigned Data Number 80-03-04 DTMF Tone Receiver Setup – Max. Use this option to define the 0~15 Detect Level maximum detection level for DTMF detect level 0: 0dBm(0) Tone Receiver. to –15dBm(15) detect level 1: –5dBm(0) to –...
  • Page 135 UNIVERGE SV8100 Issue 1.0 Level Program Program Name Description/Comments Assigned Data Number 80-03-06 DTMF Tone Receiver Setup – Use this option to define the Backwards Twist Level backwards twist level for DTMF Tone (1dB ~ 10dB) Receiver. default: All Receivers = 9 80-03-07 DTMF Tone Receiver Setup –...
  • Page 136 Issue 1.0 UNIVERGE SV8100 THIS PAGE INTENTIONALLY LEFT BLANK 2 - 112 Automatic Route Selection...
  • Page 137: Background Music

    Background Music Description Background Music (BGM) sends music from a customer-provided music source to the speakers of the Multiline Telephone when the station is idle. Conditions An ACI [PGD(2)-U( ) ADP] port must be used as an alternate External Music on Hold or Background Music source when different External MOH and BGM sources are required.
  • Page 138 Issue 1.0 UNIVERGE SV8100 Guide to Feature Programming The Level 1, Level 2 and Level 3 columns indicate the programs that are assigned when programming this feature in the order they are most commonly used. These levels are used with PCPro and WebPro wizards for feature programming.
  • Page 139: Barge-In

    UNIVERGE SV8100 Issue 1.0 Barge-In Description Barge-In permits an extension user to break into another extension user’s established call, including Conference calls. This sets up a Conference-type conversation between the intruding extension a