UNIVERGE SV8100 Issue 5.0
Automatic Call Distribution (ACD) 1 - 63
Work Time
Work Time temporarily busies-out an ACD agent’s telephone so they can work at their desk
uninterrupted. This gives the agent time to fill out important logs and records as soon as they are
finished with their call. There are two types of Work Time:
Manual Work Time:
An ACD Agent can enable Manual Work Time anytime they need to work at their desk undisturbed. You might
prefer this Work Time mode if an agent only occasionally has to fill out follow-up paper work after they
complete their call. When the agent is through catching up with their work, they manually return themselves to
the ACD Group.
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.
BLF For ACD Agents
When the key is . . . The ACD Agent is . . .
Off Idle and is not an ACD Agent
On Busy
Double Wink Off Making an Emergency Call
Wink Off Logged off or not installed
Double Wink On Logged on
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