NEC Univerge SV8100 Features And Specifications Manual page 90

Issue 1.0
Enhanced Supervisor Options:
An ACD supervisor can individually assign extensions to ACD Groups, and set an agent's status once
assigned. This provides the supervisor with tremendous flexibility to reassign agents as work loads
vary.
Queue Status Display with Scrolling:
When all agents in an ACD Group are unavailable, an incoming call queues and causes the Queue
Status Display to occur on the ACD Group Supervisor and/or agent's display (based on the Class of
Service). The display helps the supervisor keep track of the traffic load in their group. Any display
multiline terminal can have a Queue Status Display Check programmable function key. The multiline
terminal user can press this key anytime while idle, and using the VOL ( ) and VOL ( ), scroll
through the Queue Status Displays of all the ACD Groups. The Queue Status Displays shows (see the
Queue Status Display illustration below):
The number of calls queued.
The trunk that has been waiting the longest, and how long it has been waiting.
For each ACD Group, you can set the following conditions:
The number of trunks that can wait in queue before the Queue Status Display occurs.
How often the time in queue portion of the display reoccurs (see the Queue Status display Timing illustration
below).
Queue Status Display holding time.
Queue Status Alarm enable/disable.
Queue Status Alarm sending time
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The number of
calls in queue.
Name of trunk that has
been queued the longest.
How long the longest queued
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UNIVERGE SV8100
call has been waiting.
Automatic Call Distribution (ACD)