NEC SL1100 Features And Specifications Manual page 57

ISSUE 2.0
• 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.
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.
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 3, 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:
• The Call Duration Timer (Program 20-13-36) is not displayed for inbound ACD calls.
• 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, a trunk call directly to the Queue is placed in queue.
• 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 no Overflow Destination is setup.
• If all agents are logged out of an ACD Queue, a transferred call to the ACD Pilot number will be
placed in queue if an Overflow Destination is setup.
• 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.
• Conversation Recording is programmed system-wide – it is not ACD feature-specific.
• Up to 16 channels (speech paths) are available when using the DSP with VRS installed on the CPU
for messages.
• The Dial Out of Queue feature is not supported during InMail Delay Announcements.
• Wireless DECT (SIP) is not supported with ACD.
• When all InMail talk paths (ports) are simultaneously being accessed by InMail Mailbox subscribers
or Voice Mail Delay Announcements, or combination of the two, the next incoming call to the InMail
will Ring No Answer until an available talk path becomes idle (First Come - First Served).
• When Voice Mail Delay Announcements are being played, InMail talk paths (ports) are used.
• InMail cannot be used for ACD Night Announcement.
• Program 41-08-03: ACD Overflow Options - Delay Announcement Source Type.
• When an agent is in a Ring Group and logged in, it will not ring when a call comes to the Ring
Group. It will ring when logged out.
• If a phone has never been brought up and is assigned as an agent, the system will have to be reset
before the phone is able to login.
Features and Specifications Manual
SL1100
A
1-45