Table 3-1 Advanced Features Guide - NEC SL2100 Installation Manual

Advanced ACD Features
S 1 DETERMINING WHICH ADVANCED FEATURES ARE
ECTION
NEEDED
Now that you have your basic ACD Groups up and running, you may want to fine tune their operation.
The chart below lists the Advanced ACD Features that will help you get the most out of your system.
Review each capability below and then turn to the indicated page if the feature is something you need.
ACD Capability
A supervisory extension that can manage an individual ACD Group.
A supervisory extension that can log an ACD Agent into or out of the group.
A supervisory extension that can manage an individual ACD Group.
As a Group or System Supervisor, listen in on an ACD Agent's call.
When all agents are busy, incoming calls can route to other extensions, ACD
groups or Voice Mail.
Set various options for ACD Groups.
Temporarily log out an ACD Agent.
See the status of your ACD Group's calls at a glance.
Set up SIE keys for ACD Groups.
Get one-button ACD Group calling and Transfer as well as a unique BLF for
ACD agents.
Temporarily busy out your phone to the ACD Group when you need to work
at your desk.
Use a headset for privacy and convenience, and optionally answer calls au-
tomatically.
Set up AIC log-in for specific agents using a verified code. This also allows
for multiple group log-ins by an agent.
Analyze system usage and calling patterns.
Press a key to have your ACD Group Supervisor monitor your call.
ACD Installation Manual

Table 3-1 Advanced Features Guide

Advanced Features Guide
Advanced ACD Feature
Supervisor, ACD Group on page 3-27
Supervisor, ACD Group on page 3-27
Supervisor, ACD Group on page 3-27
Supervisor Monitor / ACD Monitor on
page 3-35
Overflow Options on page 3-15
ACD Setup Options on page 3-2
Off-Duty Mode on page 3-13
Queue Status Display on page 3-24
SIE Key for ACD Groups on page 3-10
Hotline for ACD Agents on page 3-8
Wrap-Up Time on page 3-43
Headset Operation (with Automatic Answer) on
page 3-6
Identification Codes for ACD Agents on
page 3-37
Traffic Reports on page 3-41
Emergency Call on page 3-4
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