Acd Caller Id Based Routing - NEC univerge sv8100 Installation Manual

Issue 4.0
Description
The SV8100 can allocate an ACD incoming call to an agent by using Caller ID
registered in a buffer. This is done by an ACD Agent pressing the [ACD Caller ID
Marking Setup] Function Key. By the ACD Agent pressing the Function Key that
marks the Caller ID to the system, and then the next time the same Caller ID calls
back into ACD, the Caller ID based routing tries to route the call to the agent that
marked the call. It provides smoother call center operation. ACD Caller ID based
Routing requires both the Version 8000 license (0037) and the ACD Advance License
(2105).
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ACD Caller ID Based Routing

Conditions

By ACD Agent press the "Marking" LK while talking, routing information
(Caller ID and ACD Agent) is registered in the CID buffer.

After CID registration is completed to the buffer, "Save Completed" is
displayed in LCD, then "Marked" indication is displayed.

When more than one ACD Agents answer and mark the same CID, the
information of last ACD Agent who pressed LK is registered.

When one ACD call is transferred and more than one ACD Agents have
pressed LK, the information of the ACD Agent who has pressed LK lastly
is registered

Even if the call transferred to ACD Agent which is in different groups, the
information of the ACD Agent who has pressed LK lastly is registered to
buffer.

When agent presses LK to mark a CID which has been marked by
someone else, the LCD indicates "Marking Overwrite" to notify the CID is
overwritten, and then indicates "Marked".

Even though the CID information is registered by pressing the LK once, it
is possible to cancel registration to press LK again during an ACD call.

When canceling CID information on buffer, the LCD will be back to ACD
normal display after indicating "Canceled".

When pressing LK with non-CID marking situation (see below), the LCD
indicates "Marking Unavailable", and then back to ACD normal display.
PRG41-24-01=Disable

Non-CID inbound call

UNIVERGE SV8100