Acd Setup Options; Description - NEC SL2100 Installation Manual

SL2100

Description

Use the ACD Setup Options to set various functions for ACD Groups. Each ACD Group (50 ACD
groups available) can have a unique setup. When you set an option for an ACD Group, the setting is
in force (if applicable) for all agents within the group. The chart below shows each of the ACD options
and the ACD feature to which that option relates.
A
Item
02 Automatic Wrap-Up Mode
03 ACD Priority for Overflow
Calls
04 Automatic Answer at Head-
set
06 Call Queuing after 2nd An-
nouncement
07 Automatic Off Duty for SLT
08 ACD Off Duty Mode
09 Automatic Wrap Up End
Time
10 ACD No Answer Skip Time
12 Start Headset Ear Piece
Ringing (for SLT)
17 Operation Mode When
Transfer No Login ACD
Group
Conditions
None
Default Settings
Refer to Table 3-2 ACD Setup Options (Program 41-14-xx) on page
3-2
Table 3-2 ACD Setup Options (Program 41-14-xx)
ACD Setup Options (Program 41-14-xx)
Name Option Function
Enables (1) or disables (0) Automatic
Wrap-Up.
Defines whether the ACD group should
use its own priority assignment or if it
should follow the priority assigned in
Program 41-03-03.
Enables (1) or disables (0) Automatic
Answer for agents using headsets.
Enables (0) or disables (1) Call Queuing
after the 2nd Announcement.
Enables (1) or disables (0) Automatic
Off-Duty Mode for SLTs.
Enable (1) or Disable (0) the ability to re-
ceive internal calls when in Off Duty
Mode.
Defines how long the system waits be-
fore automatically ending Wrap-Up time.
Sets how long a call into an ACD Group
will ring an idle extension before routing
to the next agent.
Allows CTI Server transfers of trunk calls
to ACD Pilot numbers when the ACD
Group has no agents logged in 3rd Party
CTI Mode.

ACD Setup Options

Related Features
Wrap-Up Time on
page 3-43
Headset Operation (with
Automatic Answer) on
page 3-6
Off-Duty Mode on
page 3-13
Off-Duty Mode on
page 3-13
Wrap-Up Time on
page 3-43
-
3-2.
ISSUE 1.0
Default
0 (Disabled)
- 0 (Own Group's
Priority)
0 (Disabled)
- 0 (Enabled)
0 (Disabled)
0 (No Internal
Calls)
0 (Disabled)
- 10 Seconds
- 0
- 0
ACD Setup Options