NEC UNIVERGE SV9100 General Description Manual page 58

Issue 2.0
The GCD-CP10 provides 64 (96 when the analog modem function is not used)
conference circuits, to allow two groups of internal or external parties to be
conferenced together up to a limit of 32.
Privacy Mode Toggle Option
The Privacy Mode Toggle option allows an extension user to quickly change an
outside call from non-private to private mode. If the outside call is on a line key, the
user presses the line key to switch from non-private mode to private mode. For
systems using the Privacy Mode Toggle option, trunks initially have the privacy
released. The remainder of the call is private. If the call is on a Call Appearance
(CAP) Key, the user presses their Meet-Me Conference function key instead. Unlike
pressing the line key, pressing the Meet-Me Conference key toggles back and forth
between private and non-private mode for the call.
Contact Center
Contact Center uniformly distributes calls among agents of a programmed Contact
Center Group. When a call rings into a Contact Center Group, the system
automatically routes the call to the agent that has been idle the longest. Contact
Center is much more sophisticated and comprehensive than Department Calling and
other group services – it can accurately judge the work load at each agent and
distribute calls accordingly. The system allows up to 64 Contact Center Groups and
896 Contact Center agents.
You can put any agent in any group. An agent can be in more than one group only
when using AICs. This allows, for example, a Technical Service representative to
answer customer service calls at lunch when many of the Customer Service
representatives are unavailable.
The Contact Center Master Number is the extension number of the whole group.
Calls directly ringing or transferred to the Contact Center Master number enter the
group and are routed accordingly. Although the master number can be any valid
extension number, you should choose a number that is out of the normal extension
range.
2-20
Enhancements
With SV9100 Version 2.00, Contact Center can light or flash a function key

for Queue Status Display in addition to the LCD display. The ACD Queue
Alarm Function key is supported on the DT300/400, DT700/800, Softphone
and Bluetooth cordless handset.
With SV9100 Version 3.00, the Contact Center can restrict Agent login

based on the ID Code list.
Features