NEC Univerge SV8100 Features And Specifications Manual page 99

UNIVERGE SV8100
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).

Logged out of the group (i.e., out of service).

Busy on a call.

Placing an Emergency Call to the supervisor.

Not available or installed.

The ACD Supervisor can use their console also for placing and transferring calls – just like any other
extension user.
Flexible Time Schedules
An ACD Work Schedule lets you divide a day into segments (called Work Periods) for scheduling the
activity in your ACD Groups. You can set up four distinct Work Schedules, with up to eight Work Periods
in each Work Schedule. Each day of the week has one Work Schedule, but different days can share the
same schedule. For example, your Monday through Friday Work Schedule could consist of only two
Work Periods. Work Period 1 could be from 8:00 AM to 5:00 PM – when your business is open. Work
Period 2 could be from 5:00 PM to 8:00 AM – which covers those times when your business is closed.
Headset Operation (With Automatic Answer)
An ACD Agent or ACD Group Supervisor can use a customer-provided headset in place of the handset.
The headset conveniently frees up the user's hands for other work and provides privacy while on the
call. In addition, an ACD Agent with a headset can have Automatic Answer. This allows an agent busy
on a call to automatically connect to the next waiting call when they hang up.
Incoming Call Routing
Incoming trunk calls can automatically route to specific ACD Groups. These types of calls ring directly
into the ACD Group without being transferred by a co-worker or the Automated Attendant.
Rest Mode
Rest Mode temporarily logs-out an ACD agent's telephone. There are two types of Rest Mode:
Manual Rest Mode:
An ACD Agent can enable Manual Rest Mode anytime they want to temporarily leave the ACD Group. They
might want to do this if they go to a meeting or get called away from their work area. While in Rest Mode, calls
to the ACD Group do not ring the agent's telephone.
Automatic Call Distribution (ACD)
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