Supervisor, Acd System; Description; Programming - NEC SL2100 Installation Manual

ISSUE 1.0

Description

You can designate an extension as an ACD System Supervisor. The system can have only one ACD
System Supervisor.
Once a user is assigned as an ACD System Supervisor, he can perform the following tasks:
• Take all the system's ACD Groups out of service simultaneously. Outside callers will hear ringback.
• Check the log out status of each agent after the groups are taken down.
• Restore all the ACD Groups to service simultaneously.
• Log an agent into or out of an ACD Group.
• Reassign an agent to a different ACD Group.
Conditions
• An Out of Service Function Key (Program 15-07-01 or SC 752: code *14) will take all groups out of
service.
• A supervisor can not log in/out an AIC member as they are not normal ACD agents.
• An extension assigned as an ACD System Supervisor cannot also be an ACD Group Supervisor.
Default Setting
• ACD System Supervisors not programmed.

Programming

Program No.
11-13-10 Service Code Setup (for ACD) – ACD Agent Login by Supervisor
This Service Code (normally 667) allows the System Supervisor to log an agent back into an ACD
Group.
11-13-11 Service Code Setup (for ACD) – ACD Agent Logout by Supervisor
This Service Code (normally 668) allows the System Supervisor to log an agent out of an ACD
Group.
11-13-12 Service Code Setup (for ACD) – Change Agent ACD Group by Supervisor
This Service Code (normally 669) allows the System Supervisor to assign an agent to a different
ACD Group.
15-07-01 Programmable Function Keys
Assign the following function keys to the ACD Group Supervisor:
• ACD Log In/Log Out key (code *10) for one-button Log In/Log Out operation. The System Supervi-
sor must have a Log In/Log Out key.
• Out of Service key (code *14) for removing the entire ACD Group from service.
20-06-01 Class of Service for Extensions
Assign a Class of Service (1~15) to an extension.
20-13-33 Class of Service Options (Supplementary Service) – ACD Supervisor's Position Enhancement
In an extension's Class of Service, enable this option (1) to allow the System Supervisor to change
the login and ACD Group assignment for an agent. This option also allows agents to change their
own ACD Group assignment.
41-01-01 System Options for ACD – System Supervisory Extension
Assign an extension as the ACD System Supervisor.
ACD Installation Manual

Supervisor, ACD System

Program Name / Description
SL2100
S
3-31