NEC Univerge SV8100 Features And Specifications Manual page 107

UNIVERGE SV8100
ACD Skill Based Routing (Version 5000 or higher is required)
With Version 5000 or higher CPU Software, the system can receive and distribute ACD calls based on
the Agent's skill level. There are seven priority levels that the Agents can be set to for each ACD Queue.
Each queue can have a different priority level. This works for both AIC and Normal Agents. The Skill
levels are based on the Login ID that the Agents use. Both the V5000 Enhancement license (0034) and
the ACD Skill Based Routing license (2105) are required. Refer to the ACD Installation Manual for more
information on how to set this up.
Conditions
System:
The Call Duration Timer (Program 20-13-36) is not displayed for inbound ACD calls.
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VM8000 InMail can play ACD Delay Announcements.
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If all agents are logged out of an ACD Queue, a transferred call to the ACD Pilot number
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recalls immediately back to the transferring party (Version 2500 or lower software).
If all agents are logged out of an ACD Queue, a trunk call directly to the Queue is placed in

queue.
If all agents are logged out of an ACD Queue, a transferred call to the ACD Pilot number

recalls immediately back to the transferring party if no Overflow Destination is setup
(Version 3000 or higher software is required).
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 (Version 3000 or higher
software is required).
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.
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Refer to the UNIVERGE SV8100 ACD Manual for additional information.
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Up to 16 channels (speech paths) are available when using the DSP with VRS installed on

the CD-CP00-US for messages.
When the PGD(2)-U10 ADP is providing the 1st Delay Announcements, it continues to play

until the call is answered, abandoned, or the time in 41-10-04 expires and starts to play the
2nd Delay Announcement. The 2nd Delay Announcement continues to play until the call is
answered, abandoned, or the time in 41-10-05 expires and drops the call. This message
does not start from the beginning because it is on a constant loop.
The Dial Out of Queue feature is not supported during VM8000 InMail Delay

Announcements.
Automatic Call Distribution (ACD)
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