NEC Univerge SV8100 Features And Specifications Manual page 112

Issue 13.0
With a Rest Mode key programmed on an ACD agent's telephone, when the agent is in rest mode, the key is
lit. If the Rest Mode key is pressed while an agent is on a call, the key flashes to indicate a pre-Rest Mode
status. When the current call is finished, the agent's telephone is in rest mode. The agent can place intercom
calls or receive direct incoming calls while in Rest Mode. The ability to receive incoming intercom calls is
defined in system programming for each ACD group.
An ACD System Supervisor cannot be placed in Rest Mode.

Supervisor, ACD Group
You can designate an extension in an ACD Group to be the group supervisor. Once assigned as an ACD
Group Supervisor, the user can:
Take the entire ACD Group out of service.

Check the log out status of each agent after the group is taken down.

Restore the ACD Group to service.

During programming, you can choose one of three modes of operation for each ACD Group supervisor:
Supervisor's extension cannot receive calls to the ACD Group.

Supervisor's extension can receive only ACD Group calls during overflow conditions.

Supervisor's extension receives calls just like any other ACD Group agent.

An ACD Group can have only one supervisor. An extension can be a supervisor for only one ACD
Group.
Supervisor, ACD System
You can designate an extension as an ACD System Supervisor. Once assigned as an ACD System
Supervisor, the user can:
Take all the system ACD Groups out of service simultaneously.

Check the log out status of each agent after the groups are taken down.

Restore all the ACD Groups to service simultaneously.

The system can have only one ACD System Supervisor.
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. 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.
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UNIVERGE SV8100
Automatic Call Distribution (ACD)