NEC Aspire Product Description page 40

Section 3: Features
34
Flexible Time Schedules
An ACD Work Schedule lets you divide a day into segments (called Work Periods) for sched-
uling 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 utilize 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 phone. There are two types of Rest Mode:-
- Manual Rest Mode
An ACD Agent can enable Manual Rest Mode anytime they want to temporarily log out of
the ACD Group. They might want to do this if they go to a meeting or get called away from
their work area. While logged out, calls to the ACD Group will not ring the agent's phone.
- Automatic Rest Mode
When an ACD Group has Automatic Rest Mode, the system will automatically put an
agent's phone in Rest Mode if it is not answered. This ensures callers won't have to wait
while ACD rings an extension that won't be answered. For keysets, the system enables
Automatic Rest Mode for all phones with Rest Mode keys. For SLTs, you must set an
option in programming to enable Automatic Rest Mode.
Supervisor, ACD Group
You can designate an extension in an ACD Group to be the group's 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 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 only receive ACD Group calls during overflow conditions.
- Supervisor's extension receives calls just like any other ACD Group agent (mode 2).
An ACD Group can have only one supervisor. In addition, 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 the all the system's 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.
Product Description