NEC SL2100 Features And Specifications Manual page 80

SL2100
• If all agents are logged out of an ACD Queue, a transferred call to the ACD Pilot number will be
placed in queue if an Overflow Destination is setup (PRG 41-08).
• If defined in Program 22-11-03, DID calls in queue display the trunk name with the Queue Status
feature.
• When Program 12-07-01 is customized, an agent's display does not indicate the WAIT ACD LOGIN
status, however an agent may still log in.
• Conversation Recording is programmed system-wide – it is not ACD feature-specific.
• Up to 16 channels (speech paths) are available when using the DSP with VRS installed on the CPU
for messages.
• Wireless DECT (SIP) is not supported with ACD.
• When all InMail talk paths (ports) are simultaneously being accessed by InMail Mailbox subscribers
or Voice Mail Delay Announcements, or combination of the two, the next incoming call to the InMail
will Ring No Answer until an available talk path becomes idle (First Come - First Served).
A
• When Voice Mail Delay Announcements are being played, InMail talk paths (ports) are used.
• InMail cannot be used for ACD Night Announcement.
• Program 41-08-03: ACD Overflow Options - Delay Announcement Source Type.
• ACD can only support one Music on Hold source.
• When an agent is in a Ring Group and logged in, it will not ring when a call comes to the Ring
Group. It will ring when logged out.
• If a phone has never been brought up and is assigned as an agent, the system will have to be reset
before the phone is able to login.
• If the Help key is pressed when an Agent is logged in, calls in Queue are not received until the
Agent exits the Help menu.
• When ACD delay announcements are used, and a call is delivered to an available agent, the agent
MLT display shows how many delay announcements have been played (no exclamations for no
delay messages played or one exclamations for 1st delay played or two exclamations for 1st and
2nd delay message played) while the call is ringing.
• In order for Queue Depth Announcement to function an idle VRS Port must be available. Therefore,
a minimum of two VRS Ports are required, one for the Delayed Announcement and one for the
Queue Depth Announcement.
NEC Contact Center:
• The SL2100 system does not buffer the Contact Center Statistics when the PC running the Contact
Center Server application is not connected.
• The programming of the Agents are pulled by the PC running the Contact Center Server
applications.
• Call Detail by Queue Report shows the Caller ID (if available) for each call.
• The maximum number of Contact Center Monitoring programs that can run simultaneously is 2.
ACD Queue Alarm Function Key
• If the number of calls in queue is more than Program 41-20-01, the ACD Queue Alarm Display Key
lights or flashes based on settings in Program 41-20-06.
• If Program 41-20-06 is less than Program 41-20-01, the ACD queue alarm display key will flash, not
light solid.
• The state of the ACD Queue Alarm Display key is not affected by the update interval in Program
41-20-03.
• The ACD Queue Alarm Display key will not flash or light if Program 41-06-01 is set to 0.
• The notification by the function key is set on all terminals the button is programmed on regardless of
the state of the terminal.
• The key will lamp when in ACD Log Out, ACD Work Wrap up time and ACD Off Duty Mode.
Default Settings
Refer to the NEC Contact Center Supervisor Manual for more details.
1-66
ISSUE 1.0
Automatic Call Distribution (ACD)