NEC SL2100 - Table 3-1 Advanced Features Guide

Advanced ACD Features
SECTION 1 DETERMINING WHICH ADVANCED FEATURES ARE
NEEDED
Now that you have your basic ACD Groups up and running, you may want to fine tune their operation.
The chart below lists the Advanced ACD Features that will help you get the most out of your system.
Review each capability below and then turn to the indicated page if the feature is something you need.
Table 3-1 Advanced Features Guide
Advanced Features Guide
ACD Capability Advanced ACD Feature
A supervisory extension that can manage an individual ACD Group. Supervisor, ACD Group on page 3-27
A supervisory extension that can log an ACD Agent into or out of the group. Supervisor, ACD Group on page 3-27
A supervisory extension that can manage an individual ACD Group. Supervisor, ACD Group on page 3-27
As a Group or System Supervisor, listen in on an ACD Agent's call. Supervisor Monitor / ACD Monitor on
page 3-35
When all agents are busy, incoming calls can route to other extensions, ACD
groups or Voice Mail.
Overflow Options on page 3-15
Set various options for ACD Groups. ACD Setup Options on page 3-2
Temporarily log out an ACD Agent. Off-Duty Mode on page 3-13
See the status of your ACD Group's calls at a glance. Queue Status Display on page 3-24
Set up SIE keys for ACD Groups. SIE Key for ACD Groups on page 3-10
Get one-button ACD Group calling and Transfer as well as a unique BLF for
ACD agents.
Hotline for ACD Agents on page 3-8
Temporarily busy out your phone to the ACD Group when you need to work
at your desk.
Wrap-Up Time on page 3-43
Use a headset for privacy and convenience, and optionally answer calls au-
tomatically.
Headset Operation (with Automatic Answer) on
page 3-6
Set up AIC log-in for specific agents using a verified code. This also allows
for multiple group log-ins by an agent.
Identification Codes for ACD Agents on
page 3-37
Analyze system usage and calling patterns. Traffic Reports on page 3-41
Press a key to have your ACD Group Supervisor monitor your call. Emergency Call on page 3-4
ACD Installation Manual 3-1
Advanced ACD Features
3