Issue 10.1 UNIVERGE SV8100
2 - 498 Program 41 : ACD Setup
Description
Use Program 41-14: ACD Options Setup to set various options for ACD Groups.
When you set an option for an ACD Group, the setting is in force (if applicable) for all
agents in the group. The chart below shows each of the ACD options, the entries
available, and the default entry.
Program 41 : ACD Setup
41-14: ACD Options Setup
Level:
SA
Input Data
ACD Group No 01~64
Item
No.
Item Input Data Default
01
Emergency Call Operation Mode
The supervisor must be logged in and
have an Emergency Key programmed
for this feature. By pressing the key
once, the supervisor monitors the call –
pressing twice barges in on the call.
0 = Call to system supervisory
extension when group
supervisory extension is busy.
1 = No calls to system supervisory
extension when group
supervisory extension is busy.
0
02
Automatic Wrap Up Mode
Enable/disable Automatic Wrap Up
mode.
0 = After wrap up the mode key is
pressed. (Manual)
1 = After call is finished
automatically. (Auto)
0
03
ACD Priority for Overflow Calls
Determine whether the ACD group
should use its own priority assignment
or if it should follow the priority assigned
in Program 41-03-03.
0 = Own group priority
1 = Priority order by Program
41-03-03
0
04
Automatic Answer at Headset
Enable/disable Automatic Answer for
agents using headsets.
0=Off
1=On
0
06
Call Queuing after 2nd
Announcement
Use this option to determine whether
the caller should hear the 2nd Delay
Announcement and then taken out of
queue (1), or place back into queue (0).
0=Enable (Yes)
1 = Disable (No)
0
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