NEC Univerge SV9100 - Hotline Key Shows Agent Status

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Hotline Key Shows Agent Status
An extension Hotline key provides the normal Busy Lamp Field (BLF) for co-workers and a unique BLF
for Contact Centre Agents. Like the supervisor’s DSS Console BLF, the unique BLF shows when the
covered agent is in service, out of service or busy on a call. This enhanced BLF gives a department
manager, for example, Contact Centre Group monitoring abilities without having to become a supervisor
with a DSS Console.
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 Contact Centre applications, Hotline
provides a unique Busy Lamp Field for Contact Centre agents as well as a BLF for co-workers that are
not Contact Centre agents. The charts below show both sets of BLF indications.
BLF For Contact Centre Agents
When the key is . . .
The Contact Centre Agent is . . .
Off
Idle and is not a Contact Centre 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 That Are Not Contact Centre Agents
When the key is . . .
Your co-worker is . . .
Off
Idle
On
Busy or ringing
Fast
Flash In Do Not Disturb – All calls (option 3)
or Intercom calls (option 2)
Enhanced Supervisor Options:
A Contact Centre supervisor can individually assign extensions to Contact Centre Groups, and set an agent’s
status once assigned. This provides the supervisor with tremendous flexibility to reassign agents as work loads
vary.