NEC SL2100 Features And Specifications Manual page 75

ISSUE 1.0
• During Mode Pattern 2, ACD agents belong to ACD groups 1 and 7.
• During Mode Pattern 3~8, ACD agents belong to only ACD group 7.
Example 2: Log In with AIC 789, 567 and 678
• During Mode Pattern 1, ACD agents belong to ACD groups 1, 2, 3, 5, 7 and 8 at the same time.
• During Mode Pattern 2, ACD agents belong to ACD groups 1, 2, 3, 5 and 7.
• During Mode Pattern 3~8, ACD agents belong to only ACD groups 2, 3, 5 and 7.
Some conditions with Multiple Agent Log In:
• ACD agents cannot log in to the system supervisor or group supervisor extension.
• To log in with AIC, the extension should be set to AIC Log In mode in Program 41-17-01.
• If the extension is set to AIC log in mode in Program 41-17-01, the system ignores the setting of
Program 41-02-01 for the extension.
• Multiple extensions (up to the maximum capacity of the extension) can log-in with one AIC. For
example, even if ACD agent A logs in extension 350 with AIC 789, ACD agent B can also log in to
extension 351 with the same AIC 789 at the same time.
• A supervisor cannot log out an agent logged in by an AIC code.
• When logging into multiple queues using either a single AIC code or multiple AIC codes, the first
default queue is used for timers and alarm displays.
Emergency Call
If an ACD Agent needs assistance with a caller, they can place an Emergency Call to their ACD Group
Supervisor. Once the supervisor answers the Emergency Call, they automatically monitor both the
ACD Agent and the caller. If the agent needs assistance, the supervisor can join in the conversation.
Emergency Call can be a big help to inexperienced ACD Agents that need technical advice or
assistance with a difficult caller. The supervisor can easily listen to the conversation and then "jump in"
if the situation gets out of hand.
Enhanced DSS Operation
A programmed extension user can use their DSS Console to monitor the status of the ACD Agents in
a group. The DSS Console is an essential tool for supervisors. The console key flash rates tell the
supervisor at a glance which of the group agents is:
• Logged onto the group (i.e., in service).
• Logged out of the group (i.e., out of service).
• Busy on a call.
• Placing an Emergency Call to the supervisor.
• Not available or installed.
The ACD Supervisor can use their console also for placing and transferring calls – just like any other
extension user.
Flexible Time Schedules
An ACD Work Schedule lets you divide a day into segments (called Work Periods) for scheduling the
activity in your ACD Groups. You can set up four distinct Work Schedules, with up to eight Work
Periods in each Work Schedule. Each day of the week has one Work Schedule, but different days can
share the same schedule. For example, your Monday through Friday Work Schedule could consist of
only two Work Periods. Work Period 1 could be from 8:00 AM to 5:00 PM - when your business is
open. Work Period 2 could be from 5:00 PM to 8:00 AM - which covers those times when your
business is closed.
Headset Operation (With Automatic Answer)
An ACD Agent can use a customer-provided headset in place of the handset. The headset
conveniently frees up the user's hands for other work and provides privacy while on the call. In
Features and Specifications Manual
SL2100
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