NEC Univerge SV8100 Features And Specifications Manual 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. Please stay on the line and we will help you shortly." If the caller continues to
wait, you can have them hear another announcement (called the 2nd Announcement) such as, "Your
business is important to us. Your call will be automatically answered by the first available agent. Please
stay on the line." If all the ACD Group agents still are unavailable, the call can automatically overflow to
another ACD Group or the Voice Mail. If all agents in the overflow ACD Group are busy, Lookback
Routing automatically ensures that the waiting call rings into the first agent in either group that becomes
free.
You can assign an ACD Group with any combination of 1st Announcement, 2nd Announcement and
overflow methods. You can have, for example, a Technical Service group that plays only the 2nd
Announcement to callers and then immediately overflows to Voice Mail. At the same time, you can have a
Customer Service group that plays both announcements and does not overflow.
You can assign an ACD Group to play the Queue Depth only when using the VRS for message. The
Queue Depth can be played after the 1st Announcement only, 2nd Announcement only, or after both
Announcements.
Dial Out of Delay Announcements
When listening to a VRS delay announcement, the caller can press a 1-key option to transfer them to
another extension, Voice Mail, Ring Group, another ACD Group, or to a Speed Dial bin. The caller can
press the digit during the message only or for X seconds after the message. This per Queue option
affects both the first and second delay announcement if set.
VRS Delay Announcements Using VM8000 InMail
VM8000 InMail can provide ACD Delay Announcements. Any of the 16 (1~16) VM8000 InMail Master
mailboxes (Program 47-07-01) can be set to Announcement mailboxes and can be used as the message
source for the 1st and 2nd Announcement Messages. This option is applicable only to ACD Overflow
modes that are assigned ACD delayed messages and Program 41-08-03 must be set to 2.
Agent Log In and Log Out Services
An ACD Agent can log in and log out of their ACD Group. While logged in, the agent is available to receive
ACD Group calls. When logged out, the agent is excluded from the group calls. The programmable keys
and Alphanumeric Display on an agent telephone show at a glance when they are logged in or logged out.
2 - 60 Automatic Call Distribution (ACD)