Table Of Contents - NEC SL2100 Installation Manual

ISSUE 1.0
Chapter 1 Introduction
Section 1 WHAT IS ACD?.................................................................................................. 1-1
Chapter 2 Setting Up ACD for the First Time
Section 1 ARRANGE EXTENSIONS INTO ACD GROUPS.............................................. 2-1
Section 2 SET UP WORK SCHEDULES AND WORK PERIODS..................................... 2-2
Section 3 ASSIGN EXTENSIONS FOR EACH WORK PERIOD....................................... 2-4
Section 4 ARRANGE TRUNKS INTO INCOMING RING GROUPS.................................. 2-6
Section 5 DETERMINE TRUNK WORK SCHEDULES..................................................... 2-7
Section 6 ASSIGN INCOMING TRUNK RING GROUPS TO ACD GROUPS................... 2-8
Section 7 BASIC PROGRAMMING................................................................................. 2-10
Section 8 BASIC OPERATIONS...................................................................................... 2-11
Chapter 3 Advanced ACD Features
Section 1 DETERMINING WHICH ADVANCED FEATURES ARE NEEDED.................... 3-1
ACD Setup Options..................................................................................................... 3-2
Description......................................................................................................... 3-2
Programming...................................................................................................... 3-3
Related Features................................................................................................ 3-3
Operation........................................................................................................... 3-3
Emergency Call........................................................................................................... 3-4
Description......................................................................................................... 3-4
Programming...................................................................................................... 3-4
Related Features................................................................................................ 3-4
Operation........................................................................................................... 3-5
Headset Operation (with Automatic Answer)............................................................... 3-6
Description......................................................................................................... 3-6
Programming...................................................................................................... 3-6
Related Features................................................................................................ 3-6
Operation........................................................................................................... 3-6
Hotline for ACD Agents................................................................................................ 3-8
Description......................................................................................................... 3-8
Programming...................................................................................................... 3-8
Related Features................................................................................................ 3-9
Operation........................................................................................................... 3-9
SIE Key for ACD Groups........................................................................................... 3-10
Description....................................................................................................... 3-10
Programming.................................................................................................... 3-10
Related Features.............................................................................................. 3-11
Operation.......................................................................................................... 3-11
Off-Duty Mode........................................................................................................... 3-13
Description....................................................................................................... 3-13
Programming.................................................................................................... 3-13
Related Features.............................................................................................. 3-13
Operation......................................................................................................... 3-14
Overflow Options....................................................................................................... 3-15
Description....................................................................................................... 3-15
Programming.................................................................................................... 3-22
Related Features.............................................................................................. 3-23
ACD Installation Manual

TABLE OF CONTENTS

SL2100
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