NEC Univerge SV8100 - Default Chapter; Table of Contents

ACD Installation Manual i
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TABLE OF CONTENTS
Chapter 1 Introduction
Section 1 What is ACD? ..........................................................................................1-1
1.1 Equitable Distribution of Calls Among Agents .............................................1-1
1.2 Unique Considerations ................................................................................1-2
Chapter 2 Setting Up ACD for the First Time
Section 1 Arrange Extensions into ACD Groups ..................................................2-1
Section 2 Set Up Work Schedules and Work Periods ..........................................2-4
Section 3 Assign Extensions for Each Work Period ............................................2-7
Section 4 Arrange Trunks Into Incoming Ring Groups ......................................2-10
Section 5 Determine Trunk Work Schedules .......................................................2-12
Section 6 Assign Incoming Trunk Ring Groups to ACD Groups ......................2-14
Section 7 Basic Programming ..............................................................................2-17
Section 8 Basic Operations ...................................................................................2-19
8.1 Transferring Calls to an ACD Group .........................................................2-19
8.2 Answering Outside Calls that Ring Your ACD Group ................................2-20
8.3 Agent Log In and Log Out .........................................................................2-20
8.4 Changing ACD Group Assignment ............................................................2-21
Chapter 3 Advanced ACD Features
Section 1 Determining Which Advanced Features Are Needed ..........................3-1
ACD Setup Options ...........................................................................3-3
ACD Skill Based Routing ..................................................................3-7