UNIVERGE SV8100 Issue 4.0
ACD Installation Manual 3 - 41
Hotline for ACD Agents
Description
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 (BLF) 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.
Conditions
An extension user cannot use Hotline to pick up a call ringing their
Hotline partner's extension.
The DSS Console will show agent status only if it is programmed as a
ACD DSS Console in Program 30-01-01.
Hotline does not override Do Not Disturb.
BLF For ACD Agents
BLF Indicator ACD Agent Status
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
BLF for co-workers who are not ACD Agents
BLF Indicator Co-worker Status
Off Idle
On Busy or ringing
Fast Flash In Do Not Disturb — All calls (option 3) or intercom calls (option 2)
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