Emergency Call - NEC univerge sv8100 Installation Manual

UNIVERGE SV8100
Description
If an ACD Agent needs assistance with a caller, they can place an Emergency Call to
their ACD Group Supervisor. Once the supervisor answers the Emergency Call, they
automatically monitor both the ACD Agent and the caller. If the agent needs
assistance, the supervisor can press their Emergency Call key and join in the
conversation. Emergency Call can be a big help to inexperienced ACD Agents that
need technical advise or assistance with a difficult caller. The supervisor can easily
listen to the conversation and then jump in if the situation gets out of hand.
If an ACD Supervisor is on an Emergency Call, you can allow calls to the ACD
Supervisor to be transferred to the System Supervisor by setting Program 41-14-01 to
'0.' The System Supervisor can be programmed to have an Emergency Call key and
Supervisor Split key assigned.
Programming

ACD Installation Manual
Conditions
None
Default Setting

Emergency Call Overflow enabled (Program 41-14-01 = 0)

No Emergency Call keys assigned (Program 15-07-01:

No Supervisor Split keys assigned (Program 15-07-01:
15-07-01 Programmable Function Keys
Assign an Emergency Call key (code *12) to both the ACD Group

Supervisor and the ACD Agent.
 Assign a Supervisor Split key (code *16) to the ACD Group Supervisor.

Emergency Call


Issue 4.0
12)

16)
3 - 35