NEC Univerge SV8100 - Chapter 3 Advanced ACD Features; ACD Setup Options

UNIVERGE SV8100 Issue 4.0
ACD Installation Manual 3 - 3
ACD Setup Options
Description
Use the ACD Setup Options to set various functions for ACD Groups. Each ACD
Group (64 ACD groups available) can have a unique setup. When you set an option
for an ACD Group, the setting is in force (if applicable) for all agents within the group.
The chart below shows each of the ACD options and the ACD feature to which that
option relates.
ACD Setup Options (Program 41-14-xx)
Item Name Option Function Related Features 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.
Emergency Call 0 (Enabled)
02 Automatic Wrap-Up
Mode
Enables (1) or Disables (0)
Automatic Wrap-Up.
Wrap-Up Time 0 (Disabled)
03 ACD Priority for Overflow
Calls
Defines 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’s
Priority)
04 Automatic Answer at
Headset
Enables (1) or Disables (0)
Automatic Answer for agents using
headsets.
Headset Operation (with
Automatic Answer)
0 (Disabled)
06 Call Queuing after 2nd
Announcement
Enables (0) or Disables (1) Call
Queuing after the 2nd
Announcement.
- 0 (Enabled)
07 Automatic Off Duty for
SLT
Enables (1) or Disables (0)
Automatic Off-Duty Mode for SLTs.
Off-Duty Mode 0 (Disabled)
08 ACD Off Duty Mode Enable (1) or Disable (0) the ability
to receive internal calls when in Off
Duty Mode.
Off-Duty Mode 0 (No Internal
Calls)
09 Automatic Wrap Up End
Time
Defines how long the system waits
before automatically ending
Wrap-Up time.
Wrap-Up Time 0 (Disabled)