NEC Aspire Manual page 77

- Overßow Announcements from Voice Mail
Product Description
Hotline gives a keyset user one-button calling and Transfer to another extension (the Hot-
line partner). Hotline helps co-workers that work closely together. The Hotline partners
can call or Transfer calls to each other just by pressing a single key. Enhanced for ACD
applications, Hotline provides a unique Busy Lamp Field for ACD agents as well as a BLF
for co-workers that are not ACD agents.
- 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 ßexibility to reassign
agents as work loads vary.
- Queue Status Display with Scrolling
When all agents in an ACD Group are unavailable, an incoming call will queue and cause
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 trafÞc
load within their group. In addition, any display keyset can have a Queue Status Display
Check programmable function key. The keyset user can press this key any time while idle,
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and using the VOL and VOL
ACD Groups. The Queue Status Displays shows:
● The number of calls queued for an available agent in the group.
● 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.
● Queue Status Display holding time.
● Queue Status Alarm enable/disable.
● Queue Status Alarm sending time.
When Logged Out of ACD Group
When ACD agents are logged out and a call is placed into the ACD queue, the phones of
the logged out agents will display the Queue Status and hear the alarm according to the
settings deÞned in system programming. Pressing the Queue Status Display Programma-
ble Function key will return the phone to idle until the timer in Program 41-20-03 expires
again.
The NVM-Series Voice Mail system can provide the ACD overßow 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
overßow messages.
- Escape from Queue with NVM-Series
Escape From Queue uses NVM-Series Call Routing Mailboxes for announcement mes-
sages to provide callers with enhanced options while in queue. After listening to this type
of announcement, they can either wait in queue or dial a digit for an alternate destination.
The destination is typically the operator, a mailbox or an extension.
- Programmable Wrap-up Timer
When an agent Þnishes their call, the system automatically starts a wrap-up timer and
blocks any ACD calls to the agent. This gives them time to complete important logs and
records before a new call comes in. When the timer expires, the system returns the agent to
the ACD Group to handle new callers.
Section 3: Features
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, scroll through the Queue Status Displays of all the
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