NEC univerge sv8100 Installation Manual

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NEC univerge sv8100 Installation Manual Manual pdf 95 page image

UNIVERGE SV8100 Issue 4.0ACD Installation Manual 3 - 63Overflow OptionsDescriptionACD offers extensive overflow options for each ACD Group. For example, a callerringing in when all agents are unavailable can hear an initial announcement, calledthe 1st Announcement. This announcement can be a general greeting. 1st Announcement: Thank you for calling. All of our agents are currently busy helping othercustomers. Please stay on the line and we will help you shortly.If the caller continues to wait, you can have them hear another announcement, calledthe 2nd Announcement. 2nd Announcement: Your business is important to us. Your call will be automatically answeredby the first available agent. Please stay on the line.If all the ACD Group's agents still are unavailable, the call can automatically overflowto another ACD Group, offsite via a speed dial bin, Ring Group, or the Voice Mail. If allagents in the overflow ACD Group are busy, Lookback Routing automatically ensuresthat the waiting call will ring into the first agent in either group that becomes free.You can assign an ACD Group with any combination of 1st Announcement, 2ndAnnouncement and overflow method. You can have, for example, a TechnicalService group that plays only the 2nd Announcement to callers and then immediatelyoverflows to Voice Mail. At the same time, you can have a Customer Service groupthat plays both announcements and does not overflow.The following overflow options are available: No Overflow (Mode 0)A call waits in queue indefinitely for an available agent without anannouncement. If no agents are logged in when the call rings the group, thecaller hears ringback until they hang up or an agent logs in. Overflow with No Announcement (Mode 1)If all agents are unavailable, a call to the ACD Group will overflow (i.e., reroute)to another ACD Group, offsite via a speed dial bin, Ring Group, or the VoiceMail after a programmed interval. The caller does not hear any messages as thecall is rerouted.