NEC Univerge SV8100 Features And Specifications Manual page 92

Issue 1.0
If a telephone is not idle, it cannot use the Queue Status Display Programmable Function key.
The Queue Status Display is not shown and the Queue Alarm is not heard by ACD agents in Off-Duty mode.
To scroll through the ACD groups queue status, the Queue Status Display Programmable Function key must be
used. You cannot scroll when the Queue Status Display is displayed due to an alarm.
If the Queue Status display and alarm are active and the queued called is answered/disconnected, the display and
alarm continue until the times in Program 41-20-02 and Program 41-20-05 expire.
When an overflowed call is in queue, the call is included in its original ACD group queue and not in the group queue
to which it overflowed.
The Queue Status is not displayed on a supervisor's telephone based on the settings in Programs
41-20-xx. The supervisor must use the Queue Status Display Programmable Function key to view the queue.
Programmable Wrap-up Timer
When an agent finishes their call, the system automatically starts a wrap-up timer and blocks any ACD
calls to the agent. This gives them time to complete important logs and records before a new call comes
in. When the time expires, the system returns the agent to the ACD Group to handle new callers.
MIS
The UNIVERGE SV8100 ACD MIS is a series of Windows
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. When Program 41-08-02: ACD Overflow Destination has the
ACD Overflow Destination set to 65, the system overflows the call to the ACD Group programmed in
Program 41-09-01. (The system does not allow you to program an ACD group with that ACD group as the
overflow.) If, while the call is ringing, the extension where the call was transferred becomes available,
both the extension and the overflow ACD group ring.
Conditions
System:
VM8000 InMail can play ACD Delay Announcements.
If all agents are logged out of an ACD Queue, a transferred call to the ACD Pilot number
recalls immediately back to the transferring party.
If all agents are logged out of an ACD Queue trunk call directly, ringing the Queue is placed
in queue.
If defined in Program 22-11-03, DID calls in queue display the trunk name with the Queue
Status feature.
When Program 12-07-01 is customized, an agent's display does not indicate the WAIT ACD
LOGIN status, however an agent may still log in.
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®
-based software programs designed to
Automatic Call Distribution (ACD)
UNIVERGE SV8100