Supervisor, Contact Centre Group; Supervisor, Contact Centre System; Work Time - NEC UNIVERGE SV9100 Features And Specifications

Automatic Rest Mode:
When a Contact Centre Group has Automatic Rest Mode, the system automatically puts an agent's telephone
in Rest Mode if it is not answered. This ensures callers do not have to wait while Contact Centre rings an
extension that is not answered. For multiline terminals, the system enables Automatic Rest Mode for all
telephones with Rest Mode keys. For single line telephones, you must set an option in programming to enable
Automatic Rest Mode. If an agent's telephone is placed in Rest Mode because a call is not answered, the
agent needs to manually cancel Rest Mode to log back into the Contact Centre group.
With a Rest Mode key programmed on a Contact Centre agent's telephone, when the agent is in rest mode,
the key is lit. If the Rest Mode key is pressed while an agent is on a call, the key flashes to indicate a pre-Rest
Mode status. When the current call is finished, the agent's telephone is in rest mode. The agent can place
intercom calls or receive direct incoming calls while in Rest Mode. The ability to receive incoming intercom
calls is defined in system programming for each Contact Centre group.
A Contact Centre System Supervisor cannot be placed in Rest Mode.
When logging in with AIC mode, Program 41-18-02 must be set for 41-14-08 to work.

Supervisor, Contact Centre Group

You can designate an extension in a Contact Centre Group to be the group supervisor. Once assigned
as a Contact Centre Group Supervisor, the user can:
During programming, you can choose one of three modes of operation for each Contact Centre Group
supervisor:
A Contact Centre Group can have only one supervisor. An extension can be a supervisor for only one
Contact Centre Group.

Supervisor, Contact Centre System

You can designate an extension as a Contact Centre System Supervisor. Once assigned as a Contact
Centre System Supervisor, the user can:
The system can have only one Contact Centre System Supervisor.

Work Time

Work Time temporarily busies-out a Contact Centre agent's telephone so they can work at their desk
uninterrupted. This gives the agent time to fill out important logs and records as soon as they are
finished with their call. There are two types of Work Time:
Manual Work Time:
A Contact Centre Agent can enable Manual Work Time anytime they need to work at their desk undisturbed.
You might prefer this Work Time mode if an agent only occasionally has to fill out follow-up paper work after
they complete their call. When the agent is through catching up with their work, they manually return
themselves to the Contact Centre Group.
Automatic Work Time:
The system implements Automatic Work Time for the agent as soon as they hang up their current call. This is
helpful in applications (such as Tech Service groups) where follow-up paperwork is a requirement for every
call. When the agent is done with their work, they manually return themselves to the Contact Centre Group.
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