NEC Univerge SV8100 Features And Specifications Manual page 101

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UNIVERGE SV8100

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. There are two types of Work Time:

Manual Work Time:

An ACD Agent can enable Manual Work Time anytime they need to work at their desk undisturbed. You might

prefer this Work Time mode if an agent only occasionally has to fill 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.

Hotline Key Shows Agent Status

An extension Hotline key provides the normal Busy Lamp Field (BLF) for co-workers and a unique BLF

for ACD Agents. Like 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 abilities without having to become a supervisor with a DSS Console.

Hotline gives a multiline terminal user one-button calling and Transfer to another extension (the Hotline

partner). Hotline helps co-workers that work closely together. The Hotline partners can call or Transfer

calls to each other just by pressing a single key. Enhanced for ACD applications, Hotline provides a

unique Busy Lamp Field for ACD agents as well as a BLF for co-workers that are not ACD agents. The

charts below show both sets of BLF indications.

When the key is . . .

Automatic Call Distribution (ACD)

BLF For ACD Agents

Double Wink Off

Double Wink On

BLF For Co-Workers That Are Not ACD Agents

The ACD Agent is . . .

Idle and is not an ACD Agent

Making an Emergency Call

Logged off or not installed

Your co-worker is . . .