NEC Univerge SV8100 Features And Specifications Manual page 113

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UNIVERGE SV8100

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 . . .

Enhanced Supervisor Options:

An ACD supervisor can individually assign extensions to ACD Groups, and set an agent's status once

assigned. This provides the supervisor with tremendous flexibility to reassign agents as work loads vary.

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 . . .

Busy or ringing

Flash In Do Not Disturb – All calls (option 3)

or Intercom calls (option 2)