NEC Univerge SV8100 - Page 6

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ii Table of Contents
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Issue 4.0 UNIVERGE SV8100
ACD Caller ID Based Routing ......................................................... 3-18
Emergency Call ............................................................................. 3-35
Headset Operation (with Automatic Answer) .................................. 3-39
Hotline for ACD Agents ................................................................... 3-41
Identification Codes for ACD Agents .............................................. 3-45
SIE Key for ACD Groups ................................................................ 3-51
Off-Duty Mode ................................................................................. 3-55
One-Digit Dial Out ........................................................................... 3-59
Overflow Options ............................................................................ 3-63
Queue Status Display ..................................................................... 3-83
Supervisor, ACD Group .................................................................. 3-89
Supervisor, ACD System ................................................................ 3-95
Supervisor, DSS Console ............................................................. 3-101
Supervisor Monitor / ACD Monitor ................................................ 3-105
Traffic Reports .............................................................................. 3-107
Wrap-Up Time ............................................................................... 3-111
Chapter 4 Programming
Section 1 Before You Start Programming ............................................................. 4-1
Section 2 How to Use This Chapter ....................................................................... 4-1
Section 3 Unique Programming Considerations .................................................. 4-2
Section 4 How to Enter and Exit Programming Mode .......................................... 4-3
4.1 Entering Programming Mode ......................................................................4-3
4.2 Exiting Programming Mode .........................................................................4-4
Section 5 Using Keys to Move Around in the Programs ...................................... 4-5
Section 6 Programming Names and Text Messages ............................................ 4-6
Section 7 Using Softkeys For Programming ......................................................... 4-7