Issue 4.0 UNIVERGE SV8100
3 - 2
Set up SIE keys for ACD Groups. SIE Key for ACD Groups 3-51
Get one-button ACD Group calling and
Transfer as well as a unique BLF for ACD
agents.
Hotline for ACD Agents 3-41
Temporarily busy out your phone to the
ACD Group when you need to work at
your desk.
Wrap-Up Time 3-111
Use a headset for privacy and
convenience, and optionally answer calls
automatically.
Headset Operation (with
Automatic Answer)
3-39
For systems with UNIVERGE SV8100
ACD MIS installed, allow Reports and
Monitor to sort based on ACD Agent
number.
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
3-45
Analyze system usage and calling
patterns.
Traffic Reports 3-107
A caller can press a One-Digit Dial Out
option to dial out of Queue.
One-Digit Dial Out 3-59
Route ACD Calls based on an Agent’s skill
level.
ACD Skill Based Routing 3-7
Advanced Features Guide (Continued)
ACD Capability Advanced ACD Feature
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