NEC univerge sv8100 Installation Manual

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NEC univerge sv8100 Installation Manual Manual pdf 50 page image

Issue 4.0 UNIVERGE SV81003 - 18ACD Caller ID Based RoutingDescriptionThe SV8100 can allocate an ACD incoming call to an agent by using Caller IDregistered in a buffer. This is done by an ACD Agent pressing the [ACD Caller IDMarking Setup] Function Key. By the ACD Agent pressing the Function Key thatmarks the Caller ID to the system, and then the next time the same Caller ID callsback into ACD, the Caller ID based routing tries to route the call to the agent thatmarked the call. It provides smoother call center operation. ACD Caller ID basedRouting requires both the Version 8000 license (0037) and the ACD Advance License(2105).Conditions By ACD Agent press the “Marking” LK while talking, routing information(Caller ID and ACD Agent) is registered in the CID buffer. After CID registration is completed to the buffer, “Save Completed” isdisplayed in LCD, then “Marked” indication is displayed. When more than one ACD Agents answer and mark the same CID, theinformation of last ACD Agent who pressed LK is registered. When one ACD call is transferred and more than one ACD Agents havepressed LK, the information of the ACD Agent who has pressed LK lastlyis registered Even if the call transferred to ACD Agent which is in different groups, theinformation of the ACD Agent who has pressed LK lastly is registered tobuffer. When agent presses LK to mark a CID which has been marked bysomeone else, the LCD indicates “Marking Overwrite” to notify the CID isoverwritten, and then indicates “Marked”. Even though the CID information is registered by pressing the LK once, itis possible to cancel registration to press LK again during an ACD call. When canceling CID information on buffer, the LCD will be back to ACDnormal display after indicating “Canceled”. When pressing LK with non-CID marking situation (see below), the LCDindicates “Marking Unavailable”, and then back to ACD normal display. PRG41-24-01=Disable Non-CID inbound call