NEC Aspire Product Description page 41

Product Description
Traffic Management Reports
The system provides comprehensive Traffic Management (TMS) Reports that help when ana-
lyzing ACD traffic, system usage and calling patterns. Refer to the Traffic Management fea-
ture for more information. The TMS report is in five sections:
- Trunk Calls Sorted by Extension
- Trunk Calls Sorted by Trunk
- ACD Calls Sorted by Agent
- ACD Calls Sorted by ACD Group
- All Trunks Busy Report
Work Time
Work Time temporarily busies-out an ACD agent's phone so they can work at their desk unin-
terrupted. This gives the agent time to fill out important logs and records as soon as they are
finished with their call. There are two types of Work Time:
- Manual Work Time
An ACD Agent can enable Manual Work Time any time they need to work at their desk
undisturbed. You might prefer this Work Time mode if an agent only occasionally has to
fill out follow-up paper work after they complete their call. When the agent is through
catching up with their work, they manually return themselves to the ACD Group.
- Automatic Work Time
The system implements Automatic Work Time for the agent as soon as they hang up their
current call. This is helpful in applications (such as Tech Service groups) where follow-up
paperwork is a requirement for every call. When the agent is done with their work, they
manually return themselves to the ACD Group.
- ACD Group Call Coverage Keys
To help cover calls during peak periods, a keyset can have Call Coverage keys for ACD
Groups. When a call rings into a covered ACD Group, it rings the appropriate ACD Group
Call Coverage key. The key can ring immediately, after a delay or just flash. The Call Cov-
erage key also facilitates one-button Transfer for an ACD Group. The covering extension
does not have to be a member of the ACD Group.
- Hotline Key Shows Agent Status
An extension's Hotline keys provide the "normal" Busy Lamp Field (BLF) for co-workers
and a unique BLF for ACD Agents. Similarly to the supervisor's DSS Console BLF, the
unique BLF shows when the covered agent is in service, out of service or busy on a call.
This enhanced BLF gives a department manager, for example, ACD Group monitoring
capabilities without having to become a supervisor with a DSS Console.
- Enhanced Supervisor Options
An ACD supervisor can individually assign extensions to ACD Groups, and set an agent's sta-
tus once assigned. This provides the supervisor with tremendous flexibility to reassign agents
as work loads vary.
- Queue Status Display with Scrolling
To aid in keeping track of call volumes, a display keyset user can view any ACD Group's
Queue Status Display by pressing a uniquely programmed Programmable Function Key.
The user can the press VOL
queues. The display keyset does not have to be an ACD Agent or supervisor.
- Overflow Announcements from Voice Mail
The NVM-Series Voice Mail system can provide the ACD overflow announcements in
systems that do not have a DSP daughter board installed for VRS. When a caller queues
for an available agent, designated Voice Mail ACD Announcement Mailboxes provide the
overflow messages.
Section 3: Features
and VOL to scroll through all the system's ACD Group
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