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NEC Univerge SV8100 Installation Manual

Other manuals for Univerge SV8100: Service Information Bulletin, Description, User Manual, User Manual, Quick Start User Manual, User Manual, Information Sheet, User Manual, System Specifications, Configuration Manual, User Manual, User Manual, Quick Reference Manual, Quick Reference Manual, Programming Manual, General Description Manual, User Manual, System Maintenance Manual, User Manual, Features And Specifications Manual, Quick Manual, Features And Specifications Manual, Features And Specifications Manual, Features And Specifications Manual, Features And Specifications Manual, Features And Specifications Manual, Features And Specifications Manual, User Manual, Installation Manual, Installation Manual, Reference Manual, User Manual, System Hardware Manual, Reference sheet, Reference Sheet, Quick Start & Reference Manual, System Configuration Manual, User Manual, User Manual, Programming Manual, Administrator's Manual, User Manual, Quick Reference Manual, Quick Reference Manual, User Manual, User Manual, System Hardware Manual, Condensed User's Manual, Installation Manual, Quick Reference Manual, System Hardware Manual, User Manual, Installation Manual, Administration Manual, Quick Reference Manual, System Hardware Manual, Features & Specifications Manual, Adminstrators Manual, System Hardware Manual, Programming Manual, Applications, System Hardware Manual, User Manual, Installation Manual, Reference Sheet

Summary of Univerge SV8100

  • Page 1

    A utomatic c all d istribution (acd) i nstallation m anual int-2039 issue 4.0

  • Page 3

    Nec corporation of america reserves the right to change the specifications, or features, at any time, without notice. Nec corporation of america has prepared this document for use by its employees and customers. The information contained herein is the property of nec corporation of america and shall...

  • Page 5: Chapter 1

    Acd installation manual i ___________________________________________________________________________________ ___________________________________________________________________________________ table of contents chapter 1 introduction section 1 what is acd? .............................................

  • Page 6: Chapter 4

    ___________________________________________________________________________________ ii table of contents ___________________________________________________________________________________ issue 4.0 univerge sv8100 acd caller id based routing ............................................................

  • Page 7

    Univerge sv8100 issue 4.0 acd installation manual iii ___________________________________________________________________________________ ___________________________________________________________________________________ section 8 what the softkey display prompts mean .................................

  • Page 8

    ___________________________________________________________________________________ iv table of contents ___________________________________________________________________________________ issue 4.0 univerge sv8100 this page intentionally left blank.

  • Page 9: Intr

    Acd installation manual 1 - 1 intr oduction 1 introduction s ection 1 w hat is acd? 1.1 equitable distribution of calls among agents automatic call distribution (acd) uniformly distributes calls among member agents of a programmed acd group. When a call rings into an acd group, the system automatica...

  • Page 10

    Issue 4.0 univerge sv8100 1 - 2 1.2 unique considerations simplifying multiline operation with one-touch keys a multiline user can access many features through service codes (e.G., service code *0 answers a message waiting from a co-worker). To streamline the operation of their phone, a multiline us...

  • Page 11: Setting Up A

    Acd installation manual 2 - 1 setting up a cd f o r the f irs t t ime 2 setting up acd for the first time when setting up acd for the first time, perform the following procedures in the sequence listed below. 1. Arrange extensions into acd groups. 2. Set up work schedules and work periods. 3. Assign...

  • Page 12

    Issue 4.0 univerge sv8100 2 - 2 in the acd group worksheet on page 2-3 , in the member extensions column, enter the member extensions for each acd group. If an extension is a member of more than one acd group, ensure that extension is active in only one acd group during a particular work period. Ref...

  • Page 13

    Univerge sv8100 issue 4.0 acd installation manual 2 - 3 sample acd group worksheet acd group number (1-64) (41-02-01) acd master number (11-17-01) acd group name member extensions (41-02-01) 1 1 3998 tech service 105, 107, 117, 139 2 3999 customer support 109, 111, 115 skip time interval (41-14-10) ...

  • Page 14

    Issue 4.0 univerge sv8100 2 - 4 s ection 2 s et u p w ork s chedules and w ork p eriods a work schedule allows you to divide a day into segments (called work periods) for scheduling the activity in your acd groups. You can set up as many as four work schedules, with up to eight work periods in each ...

  • Page 15

    Univerge sv8100 issue 4.0 acd installation manual 2 - 5 1. Designate a worksheet for each work schedule. Make additional copies of the acd agent work schedule worksheet (41-05-01) on page 2-6 so you will have enough for all of your work schedules. In the upper right corner of each worksheet, write t...

  • Page 16

    Issue 4.0 univerge sv8100 2 - 6 sample acd agent work schedule worksheet (41-05-01) acd work schedule number (1-4) 1 day(s) of week (41-07-01) monday-friday work period start time end time 1 8:00 am noon 2 noon 1:00 pm 3 1:00 pm 5:00 pm 4 5:00 pm midnight 5 midnight 8:00 am acd agent work schedule w...

  • Page 17

    Univerge sv8100 issue 4.0 acd installation manual 2 - 7 s ection 3 a ssign e xtensions for e ach w ork p eriod in this step you will assign acd groups and the member extensions, set up in arrange extensions into acd groups on page 2-1 , for each daily work period. Acd will use the work schedules and...

  • Page 18

    Issue 4.0 univerge sv8100 2 - 8 in the acd number column of the acd assignment worksheet (41-02-01) on page 2-9 , enter the acd number for each extension number. In the sample below, the acd numbers are consecutive within each basic acd group. 3. Assign extensions to acd groups for each work period ...

  • Page 19

    Univerge sv8100 issue 4.0 acd installation manual 2 - 9 acd assignment worksheet (41-02-01) acd number (1-512) extension number for each extension number, enter acd group for each work period (wp) (41-05-01) wp 1 wp 2 wp 3 wp 4 wp 5 wp 6 wp 7 wp 8.

  • Page 20

    Issue 4.0 univerge sv8100 2 - 10 s ection 4 a rrange t runks i nto i ncoming r ing g roups acd can be set to automatically answer incoming calls. Incoming trunk calls can automatically route to specific acd group (200 trunks ports and 100 ring groups are available). These types of calls ring directl...

  • Page 21

    Univerge sv8100 issue 4.0 acd installation manual 2 - 11 sample acd incoming trunk ring group worksheet (22-05-01) trunk number incoming ring group day night rest midnight day 2 night 2 rest 2 midnight 2 1 2 2 2 2 2 3 3 3 3 acd incoming trunk ring group worksheet (22-05-01) trunk number incoming rin...

  • Page 22

    Issue 4.0 univerge sv8100 2 - 12 s ection 5 d etermine t runk w ork s chedules trunk work schedules are similar to normal acd work schedules except that they apply only to trunks assigned to acd groups. Refer to assign incoming trunk ring groups to acd groups on page 2-14 . The trunk work schedule a...

  • Page 23

    Univerge sv8100 issue 4.0 acd installation manual 2 - 13 sample trunk work schedule worksheet (41-06-01) trunk work schedule number (1-4) 1 day(s) of week (41-07-01) monday-friday work period start time end time 1 8:00 am 5:00 pm 2 5:00 pm 8:00 am trunk work schedule worksheet (41-06-01) trunk work ...

  • Page 24: Acd G

    Issue 4.0 univerge sv8100 2 - 14 s ection 6 a ssign i ncoming t runk r ing g roups to acd g roups this section explains how to customize trunk ring acd groups for each work period. You will assign incoming trunk ring groups to acd groups for each daily work period. If a trunk within the incoming gro...

  • Page 25

    Univerge sv8100 issue 4.0 acd installation manual 2 - 15 sample acd incoming trunk ring group assignment worksheet (41-03-xx) incoming trunk ring group (22-05-01) 2 for each work period (wp 1-8) enter: acd acd group that should answer the incoming ring group trunks (acd groups: 1-64) (41-03-01) n ni...

  • Page 26

    Issue 4.0 univerge sv8100 2 - 16 acd incoming trunk ring group assignment worksheet (41-03-xx) incoming trunk ring group (22-05-01) for each work period (wp 1-8) enter: acd acd group that should answer the incoming ring group trunks (acd groups: 1-64) (41-03-01) n night announcements (0 = disable, 1...

  • Page 27

    Univerge sv8100 issue 4.0 acd installation manual 2 - 17 s ection 7 b asic p rogramming 11-13-01 through 11-13-12 service code setup (for acd) if required, customize the service codes used with the acd feature. Note that when using service code 669 to change an agent acd group, the supervisor must e...

  • Page 28

    Issue 4.0 univerge sv8100 2 - 18 41-03-02 incoming ring group assignment for acd group – night announcement service for each incoming trunk ring group (1~100) set up in program 22-05-01, designate whether the night announcement service should be enabled (1) or disabled (0). 41-03-03 incoming ring gr...

  • Page 29

    Univerge sv8100 issue 4.0 acd installation manual 2 - 19 41-13-02 vrs message number for night announcement – tone kind at message interval for each acd group (01~64), define the what the caller will hear between the night announcements (0=ring back tone, 1=moh tone, 2=bgm source). 41-14-10 acd opti...

  • Page 30

    Issue 4.0 univerge sv8100 2 - 20 8.2 answering outside calls that ring your acd group to answer an outside call that rings your acd group: disa, did and tie trunks can ring an acd master number directly. Refer to arrange trunks into incoming ring groups on page 2-10 , determine trunk work schedules ...

  • Page 31

    Univerge sv8100 issue 4.0 acd installation manual 2 - 21 to log your extension out of an acd group: multiline your display shows the acd group where you are logged in. 1. Press the speaker key. 2. Dial 5. - or - press acd log on/off key (pgm 15-07-01 or sc 752: code *10). Your display shows: acd log...

  • Page 32

    Issue 4.0 univerge sv8100 2 - 22 this page intentionally left blank.

  • Page 33: Nced A

    Acd installation manual 3 - 1 ad va nced a cd f e at ur es 3 advanced acd features s ection 1 d etermining w hich a dvanced f eatures a re n eeded now that you have your basic acd groups up and running, you may want to fine tune their operation. The chart below lists the advanced acd features that w...

  • Page 34

    Issue 4.0 univerge sv8100 3 - 2 set up sie keys for acd groups. Sie key for acd groups 3-51 get one-button acd group calling and transfer as well as a unique blf for acd agents. Hotline for acd agents 3-41 temporarily busy out your phone to the acd group when you need to work at your desk. Wrap-up t...

  • Page 35: Acd Setup Options

    Univerge sv8100 issue 4.0 acd installation manual 3 - 3 acd setup options description use the acd setup options to set various functions for acd groups. Each acd group (64 acd groups available) can have a unique setup. When you set an option for an acd group, the setting is in force (if applicable) ...

  • Page 36

    Issue 4.0 univerge sv8100 3 - 4 conditions none default setting refer to acd setup options (program 41-14-xx) on page 3-3 . Programming 41-14-01 through 41-14-15 acd options setup set various options for each acd group. Refer to acd setup options (program 41-14-xx) on page 3-3 . 10 acd no answer ski...

  • Page 37

    Univerge sv8100 issue 4.0 acd installation manual 3 - 5 related features class of service operation refer to acd setup options (program 41-14-xx) on page 3-3 ..

  • Page 38

    Issue 4.0 univerge sv8100 3 - 6 this page intentionally left blank.

  • Page 39: Acd Skill Based Routing

    Univerge sv8100 issue 4.0 acd installation manual 3 - 7 acd skill based routing description the sv8100 can distribute acd calls based on the agent’s skill level when it receives acd calls. There are seven priority levels that the agents can be set to for each acd queue. Each queue can have a differe...

  • Page 40

    Issue 4.0 univerge sv8100 3 - 8 acd group and skill assignment for each agent : time schedule acd group assignment ext 101 8:30 ~ 12:00 acd group 1, level 1 13:00 ~ 17:30 acd group 1, level 1 other time non-acd agent ext 102 8:30 ~ 12:00 non-acd agent 13:00 ~ 17:30 acd group 1, level 2 other time no...

  • Page 41

    Univerge sv8100 issue 4.0 acd installation manual 3 - 9 login id is not assigned a skill level if login id is not registered to the system data and/or is registered, but the skill table is not assigned, then the system treats the agent as a highest level (level 1). Acd group and skill assignment for...

  • Page 42

    Issue 4.0 univerge sv8100 3 - 10 aic login mode this section describes the skill level assignment for each agent on aic login mode. Acd group and skill assignment for each agent: ext 103 8:30 ~ 12:00 acd group 1, level 1 13:00 ~ 17:30 acd group 2, level 1 other time non-acd agent time schedule acd g...

  • Page 43

    Univerge sv8100 issue 4.0 acd installation manual 3 - 11 agents using the same aic login code this section describes the skill level assignment for each agent on aic login mode. Acd group and skill assignment for each agent: time schedule acd group assignment agent a 8:30 ~ 12:00 acd group 1, level ...

  • Page 44

    Issue 4.0 univerge sv8100 3 - 12 agents using more than one aic code this section describes the skill level assignment for each agent on aic login mode. Acd group and skill assignment for each agent: time schedule acd group assignment agent a 8:30 ~ 12:00 acd group 1, level 1 acd group 2, level 2 13...

  • Page 45

    Univerge sv8100 issue 4.0 acd installation manual 3 - 13 conditions this feature requires login id (prg41-01-02), and the skill level is set by each login id. The agents cannot input the same login id at the same time. The skill level has 7 levels, and priority level 1 is highest priority. Each acd ...

  • Page 46

    Issue 4.0 univerge sv8100 3 - 14 41-03-01 incoming ring group assignment for acd group - acd group number for each incoming trunk ring group (1~100) set up in program 22-05-01, designate into which acd group (1~64) the trunks should ring for each of the eight work periods. 41-03-02 incoming ring gro...

  • Page 47

    Univerge sv8100 issue 4.0 acd installation manual 3 - 15 41-08-03 acd overflow options - delay announcement source type for each acd group (1~64), assign the announcement message types. Delay announcement functions are not available for acd pilot number call. Each acd group can have unique overflow ...

  • Page 48

    Issue 4.0 univerge sv8100 3 - 16 41-18-06 acd agent identity code setup – acd group number in mode 4 for each aic table (1~512), define the acd group number (0=no setting, 1~64) in mode 4 work period. 41-18-07 acd agent identity code setup – acd group number in mode 5 for each aic table (1~512), def...

  • Page 49

    Univerge sv8100 issue 4.0 acd installation manual 3 - 17 this page intentionally left blank.

  • Page 50: Acd Caller Id Based Routing

    Issue 4.0 univerge sv8100 3 - 18 acd caller id based routing description the sv8100 can allocate an acd incoming call to an agent by using caller id registered in a buffer. This is done by an acd agent pressing the [acd caller id marking setup] function key. By the acd agent pressing the function ke...

  • Page 51

    Univerge sv8100 issue 4.0 acd installation manual 3 - 19 group supervisor is able to register caller id regardless of the setting prg41-04-01. System supervisor is not able to register the caller id information. Cid marking by pressing lk is possible while group supervisor monitor/ barge-in to acd a...

  • Page 52

    Issue 4.0 univerge sv8100 3 - 20 if prg41-24-02 is changed during system is running, all buffer records will be forced to delete. Cid buffer is not replicated to the netlink system(s) so when the netlink failover occurs the cid data in the buffer will not be carried over. When the system is rebootin...

  • Page 53

    Univerge sv8100 issue 4.0 acd installation manual 3 - 21 90-10-01 system alarm setup - alarm type assign a major or minor alarm status for alarm 71 (alarm for threshold of cid buffer). This program also assigns whether or not the alarm is displayed to a key telephone and whether or not the alarm inf...

  • Page 54

    Issue 4.0 univerge sv8100 3 - 22 when cid marking by pressing lk during an acd call (acd agent id) assumption: prg41-24-02 acd agent info for caller id 1 : acd agent id 1. Receive acd inbound call (group1) from originator (214-555-1212), and answers the call by agent id111. 2. Agent id111 is pressin...

  • Page 55

    Univerge sv8100 issue 4.0 acd installation manual 3 - 23 when cid marking by pressing lk (it is transferred from another agent in the same group) assumption: prg41-24-02 acd agent info for caller id : agent extension number 1. Receive acd inbound call (group1) from originator (214-555-1212), and ans...

  • Page 56

    Issue 4.0 univerge sv8100 3 - 24 when cid marking by pressing lk (it is transferred from another agent in the another group) assumption: prg41-24-02 acd agent info for caller id 0 = agent extension number 1. Receive acd inbound call (group1) from originator (214-555-1212), and answers the call by ag...

  • Page 57

    Univerge sv8100 issue 4.0 acd installation manual 3 - 25 when cid marking by pressing lk during an acd call (by group supervisory) assumption: prg41-24-02 acd agent info for caller id 0：agent extension number 1. Receive acd inbound call (group1) from originator (214-555-1212) or by transferring from...

  • Page 58

    Issue 4.0 univerge sv8100 3 - 26 when cid marking by pressing lk (agent which logs in to multi group in aic) assumption: prg41-24-02 acd agent info for caller id 0 = agent extension number 1. Receive acd inbound call (group1) from originator (214-555-1212), and answers the call by agent100 (aic logi...

  • Page 59

    Univerge sv8100 issue 4.0 acd installation manual 3 - 27 when cid marking by pressing lk (marking unavailable) assumption: prg41-24-01 caller id marking setup：disable prg41-24-02 acd agent info for caller id 0: agent extension number 1. Receive acd inbound call (group1) from originator (214-555-1212...

  • Page 60

    Issue 4.0 univerge sv8100 3 - 28 when it transfer by setting the [acd caller id marking setup] function key assumption: prg41-24-02 acd agent info for caller id 0: agent extension number 1. Receive acd inbound call (group1) from originator (214-555-1212), and answers the call by agent100. 2. Agent 1...

  • Page 61

    Univerge sv8100 issue 4.0 acd installation manual 3 - 29 when it cancel cid marking by pressing lk assumption: prg41-24-02 acd agent info for caller id 0：agent extension number 1. Receive acd inbound call (group1) from originator (214-555-1212), and answers the call by agent100. 2. Agent 100 is pres...

  • Page 62

    Issue 4.0 univerge sv8100 3 - 30 when agent is received call above system by ccis assumption: acd agent that is in another system cannot resist to acd group. Prg41-24-02 acd agent info for caller id 0：agent extension number 1. Receive acd inbound call (pilot number of group1 in system b) from origin...

  • Page 63

    Univerge sv8100 issue 4.0 acd installation manual 3 - 31 when the agent who stored the cid is available. (marked by the agent) assumption: buffer data：cid ＝ 214-555-1212、agent extension number ＝ 100 group1 agent = 100 (busy)/101 (idle)/102 (idle) 1. Receive acd incoming call to group1 from originato...

  • Page 64

    Issue 4.0 univerge sv8100 3 - 32 when the agent who stored the cid is not available. (busy, break mode, wrap up, logoff) assumption: buffer data : cid = 214-555-1212, agent extension number = 100 group1 agent=100 (busy)/101 (idle)/102 (idle) 1. Incoming caller for group1 (214-555-1212) 2. Acd call g...

  • Page 65

    Univerge sv8100 issue 4.0 acd installation manual 3 - 33 when acd group which belongs to the destination agent has changed (by changing system mode) assumption: buffer data：cid ＝ 214-555-1212、agent extension number ＝ 100 group1 agent = 100 (busy)/101 (idle)/102 (idle) group2 agent ＝ 105（vacant)/106（...

  • Page 66

    Issue 4.0 univerge sv8100 3 - 34 when agent is received call above system by ccis assumption: acd agent that is in another system cannot resist to acd group. Buffer data (system b): cid ＝ 214-555-1212、agent extension number ＝ 201 system a agent = 101 (idle)/102 (idle) system b agent = 201 (idle)/202...

  • Page 67: Emergency Call

    Univerge sv8100 issue 4.0 acd installation manual 3 - 35 emergency call description if an acd agent needs assistance with a caller, they can place an emergency call to their acd group supervisor. Once the supervisor answers the emergency call, they automatically monitor both the acd agent and the ca...

  • Page 68

    Issue 4.0 univerge sv8100 3 - 36 41-14-01 acd options setup – emergency call operation mode set the emergency call operation mode (0=call system supervisory extension when group supervisory extension is busy, 1=no call to system supervisory extension when group supervisory extension is busy) for acd...

  • Page 69

    Univerge sv8100 issue 4.0 acd installation manual 3 - 37 to split away from your acd agent and talk to the outside caller (after breaking into the emergency call): 1. Press your supervisor split key (program 15-07-01 or sc 752: *16). The supervisor split key lights. The display on both your phone an...

  • Page 70

    Issue 4.0 univerge sv8100 3 - 38 this page intentionally left blank.

  • Page 71: Answer)

    Univerge sv8100 issue 4.0 acd installation manual 3 - 39 headset operation (with automatic answer) description an acd agent or acd group supervisor can utilize a customer-provided headset in place of the handset. The headset conveniently frees up the user's hands for other work and provides privacy ...

  • Page 72

    Issue 4.0 univerge sv8100 3 - 40 related features handsfree and monitor handsfree answerback/forced intercom ringing operation while in the headset mode, the hook switch is not functional. To enable the headset: 1. Plug in the headset into the bottom of the phone. 2. Program a headset key (program 1...

  • Page 73: Hotline For Acd Agents

    Univerge sv8100 issue 4.0 acd installation manual 3 - 41 hotline for acd agents description hotline gives a multiline terminal user one-button calling and transfer to another extension (the hotline partner). Hotline helps co-workers that work closely together. The hotline partners can call or transf...

  • Page 74

    Issue 4.0 univerge sv8100 3 - 42 hotline always follows the handsfree answerback/forced intercom ringing mode set at the called extension. The hotline caller can override the setting, if desired. If the partner's extension is busy, hotline does not automatically activate off hook signaling. Default ...

  • Page 75

    Univerge sv8100 issue 4.0 acd installation manual 3 - 43 operation to place a call to your hotline partner: 1. Press the hotline key (program 15-07-01 or sc 751: 01 + partner extension number). You can optionally lift the handset after this step for privacy. To transfer your outside call to your hot...

  • Page 76

    Issue 4.0 univerge sv8100 3 - 44 this page intentionally left blank.

  • Page 77: Identification Codes For Acd

    Univerge sv8100 issue 4.0 acd installation manual 3 - 45 identification codes for acd agents description agent identity code (aic) an agent identity code (aic) allows acd agents to log in any extension without setting program 41-02-01 (acd log in). Aic also allows acd agents to log in to multiple ac...

  • Page 78

    Issue 4.0 univerge sv8100 3 - 46 multiple agent log in acd agents can log in any extension with multiple aics (up to three). Using the example setup above, acd will work as follows: example 1: log in with aic 789 and 567 during work period 1, acd agents will belong to acd groups 1, 2, 10 and 16 at t...

  • Page 79

    Univerge sv8100 issue 4.0 acd installation manual 3 - 47 default setting identification codes disabled (program 41-01-02 = 0). Each acd agent is set to normal mode, not aic (program 41-17-01). Programming 41-01-02 system options for acd – login id code digit enter the number of digits agents must en...

  • Page 80

    Issue 4.0 univerge sv8100 3 - 48 41-18-07 acd agent identity code setup – acd group number in mode 5 for each aic table (1~512), define the acd group number (0=no setting, 1~64) in mode 5 work period. 41-18-08 acd agent identity code setup – acd group number in mode 6 for each aic table (1~512), def...

  • Page 81

    Univerge sv8100 issue 4.0 acd installation manual 3 - 49 single line telephone 1. Lift handset. 2. Dial 5. 3. Dial the id code. You hear confirmation tone. Although you can enter a code of any valid length, ask you supervisor which id code you should enter. Aic agent log in (when your system has aic...

  • Page 82

    Issue 4.0 univerge sv8100 3 - 50 2. Dial the aic log out service code (program 11-13-09). - or - 1. To log out of an acd group without using aic: lift the handset. 2. Dial the acd log out service code 655 (program 11-13-02). Multiple agent log in: to log in: multiline 1. Once logged in with first ai...

  • Page 83: Sie Key For Acd Groups

    Univerge sv8100 issue 4.0 acd installation manual 3 - 51 sie key for acd groups description any multiline terminal can have sie keys for acd groups. When a call comes into a covered acd group, the sie key will ring immediately, ring after a delay or just flash (depending on system programming and us...

  • Page 84

    Issue 4.0 univerge sv8100 3 - 52 programming 15-02-02 multiline telephone basic data setup – trunk ring tone for the sie key ring tone range assigned in program 15-08-01 below, choose the extension’s desired ring tone (pitch) within the range selected. The choices are 1 (high), 2 (mid range), 3 (low...

  • Page 85

    Univerge sv8100 issue 4.0 acd installation manual 3 - 53 operation to answer a call ringing an acd group key: 1. Press flashing sie key (program 15-07-01 or sc 752: *03 + acd master). The sie key may flash only, ring after a delay or ring immediately. To transfer a call to an acd group: 1. Place or ...

  • Page 86

    Issue 4.0 univerge sv8100 3 - 54 this page intentionally left blank.

  • Page 87: Off-Duty Mode

    Univerge sv8100 issue 4.0 acd installation manual 3 - 55 off-duty mode description off-duty mode temporarily logs-out an acd agent's phone. There are two types of off-duty mode: manual off-duty mode an acd agent can enable manual off-duty mode anytime they want to temporarily log out of the acd grou...

  • Page 88

    Issue 4.0 univerge sv8100 3 - 56 41-14-07 acd options setup – automatic off-duty for slt for each acd group (01~64), determine whether or not a single line telephone automatically changes to off-duty mode (0=no change, 1=change automatically). 41-14-08 acd options setup – acd off duty mode for each ...

  • Page 89

    Univerge sv8100 issue 4.0 acd installation manual 3 - 57 single line telephone 1. Lift the handset. 2. Dial 659. When you cancel off-duty mode, your acd supervisor with a dss console sees your extension as available (logged in)..

  • Page 90

    Issue 4.0 univerge sv8100 3 - 58 this page intentionally left blank.

  • Page 91: One-Digit Dial Out

    Univerge sv8100 issue 4.0 acd installation manual 3 - 59 one-digit dial out description when a caller to an acd group is being played a vrs delay announcement they can dial a one-digit option to dial out of the group. The one-digit dial out option can be pressed during the announcement only, for “x”...

  • Page 92

    Issue 4.0 univerge sv8100 3 - 60 41-11-02 vrs delay announcement – 1st delay message number for each acd group (01~64), assign the vrs message number to be used as the message source for the 1st delay announcement message (0~101). This program is activated when the delay announcement source and opti...

  • Page 93

    Univerge sv8100 issue 4.0 acd installation manual 3 - 61 41-14-14 acd options setup – dtmf detection assignment during delay announcement for each acd queue (1~64), assign if the one-digit dial out option (1 = detects) or (0 = does not detect) during the delay announcements. 41-14-15 acd options set...

  • Page 94

    Issue 4.0 univerge sv8100 3 - 62 this page intentionally left blank.

  • Page 95: Overflow Options

    Univerge sv8100 issue 4.0 acd installation manual 3 - 63 overflow options description acd offers extensive overflow options for each acd group. For example, a caller ringing in when all agents are unavailable can hear an initial announcement, called the 1st announcement. This announcement can be a g...

  • Page 96

    Issue 4.0 univerge sv8100 3 - 64 no overflow with 1st announcement only (mode 2) a call waits in queue for an available agent, but the caller periodically hears the 1st announcement message. This message can be a unique vrs message, a message from a pgd (2) port, message from an in-mail, or the stan...

  • Page 97

    Univerge sv8100 issue 4.0 acd installation manual 3 - 65 message from an in-mail, or the standard voice prompt, "please hold on, all lines are busy. Your call will be answered when a line becomes free." when the pgd (2) is providing the 1st announcement it will continue to play until the call is ans...

  • Page 98

    Issue 4.0 univerge sv8100 3 - 66 multiple acd groups programmed as overflow destination the system can be programmed to transfer an overflow call to a specific acd group using program 41-09-01. (in order to overflow to voice mail, offsite via a speed dial bin, ring group, use program 41-08-02.) this...

  • Page 99

    Univerge sv8100 issue 4.0 acd installation manual 3 - 67 with a vrs set as the announcement source: 22-01-11 system options for incoming calls – vrs waiting message interval time set the timer for the interval between the delayed messages (0~64800 seconds). 41-11-01 vrs delay announcement – delay me...

  • Page 100

    Issue 4.0 univerge sv8100 3 - 68 setting up 1st and 2nd announcements for overflow modes 3 and 5 mode 3 = no overflow with 1st and 2nd announcements mode 5 = overflow with 1st and 2nd announcements for overflow modes 3 and 5, the system plays the 1st and 2nd announcements to callers and overflows ba...

  • Page 101

    Univerge sv8100 issue 4.0 acd installation manual 3 - 69 41-10-03 aci delay announcement – 1st delay announcement connection timer for each acd group (01~64), determine how long the system waits before playing the delay message (0~64800 seconds). 41-10-04 aci delay announcement – 2nd delay announcem...

  • Page 102

    Issue 4.0 univerge sv8100 3 - 70 22-01-11 system options for incoming calls – vrs waiting message interval time set the timer for the interval between the delayed messages (0~64800 seconds). With a in-mail set as the announcement source: 41-19-01 acd voice mail delay announcement – delay message sta...

  • Page 103

    Univerge sv8100 issue 4.0 acd installation manual 3 - 71 setting up the 2nd announcement for overflow modes 8 and 9 mode 8 = no overflow with 2nd announcement only mode 9 = overflow with 2nd announcement only for overflow modes 8 and 9, the system handles overflow timing and playing of the 2nd annou...

  • Page 104

    Issue 4.0 univerge sv8100 3 - 72 with a pgd(2) set as the announcement source: 41-10-02 aci delay announcement – 2nd delay announcement aci port number for each acd group (01~64), set the 2nd delay announcement aci port number (0~96). 41-10-04 aci delay announcement – 2nd delay announcement connecti...

  • Page 105

    Univerge sv8100 issue 4.0 acd installation manual 3 - 73 with in-mail set as the announcement source: 41-19-01 acd voice mail delay announcement – delay message start time for each acd group (01~64), set how long the system waits before playing the first delay announcement (0~64800 seconds). 41-19-0...

  • Page 106

    Issue 4.0 univerge sv8100 3 - 74 acd overflow options worksheet (41-08) acd acd group you want to program (1-64) overflow mode acd overflow mode [program 41-08-01] 0 = no overflow with no announcements 1 = overflow with no announcements 2 = no overflow with 1st announcement only 3 = no overflow with...

  • Page 107

    Univerge sv8100 issue 4.0 acd installation manual 3 - 75 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 acd overflow mode (41-08-01) overflow dest. (41-08-02) overflow destination priority (41-14-03) 1st acd announcement 2nd acd announcement 1 2 3 4 5 6 7 type (41-08-...

  • Page 108

    Issue 4.0 univerge sv8100 3 - 76 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 acd overflow mode (41-08-01) overflow dest. (41-08-02) overflow destination priority (41-14-03) 1st acd announcement 2nd acd announcement 1 2 3 4 5 6 7 type (41-08-03) source (41-10-01) ...

  • Page 109

    Univerge sv8100 issue 4.0 acd installation manual 3 - 77 conditions the queue announcements will not play to a caller when agents are available and ringing. After recording the vrs overflow message, the vrs may have to be reset before the message will be played. In-mail can be used to play delay ann...

  • Page 110

    Issue 4.0 univerge sv8100 3 - 78 41-08-01 acd overflow options – overflow operation mode for each acd group (1~64), assign the overflow mode (0~9). Each acd group can have unique overflow options. 41-08-02 acd overflow options – acd overflow destination for each acd group (1~64), assign the destinat...

  • Page 111

    Univerge sv8100 issue 4.0 acd installation manual 3 - 79 41-10-04 aci delay announcement – 2nd delay announcement connection timer for each acd group (01~64), set the timer the system waits before playing the second. 41-10-05 aci delay announcement – 2nd delay announcement sending duration for each ...

  • Page 112

    Issue 4.0 univerge sv8100 3 - 80 41-11-08 vrs delay announcement – queue depth announcement for each acd group (01~64), use (0) to disable the queue depth announcements, (1) after the 1st delay announcement only, (2) after the 2nd delay announcement only, or (3) after both the 1st and 2nd. 41-14-03 ...

  • Page 113

    Univerge sv8100 issue 4.0 acd installation manual 3 - 81 41-19-06 acd voice mail delay announcement – wait tone type at message interval for each acd group (01~64), determine what the caller should hear between messages (0 = ring back tone, 1 = moh tone, 2 = bgm source). 41-19-07 acd voice mail dela...

  • Page 114

    Issue 4.0 univerge sv8100 3 - 82 this page intentionally left blank.

  • Page 115: Queue Status Display

    Univerge sv8100 issue 4.0 acd installation manual 3 - 83 queue status display description 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. The display helps the supervisor keep...

  • Page 116

    Issue 4.0 univerge sv8100 3 - 84 conditions do not use number of calls in queue and time in queue to set the acd queue alarm. Select either one or the other for the system to follow. If a telephone is not idle, the queue status display programmable function key cannot be used. The queue status displ...

  • Page 117

    Univerge sv8100 issue 4.0 acd installation manual 3 - 85 default setting no queue status display check keys programmed (program 15-07-01: *19). Queue status display and queue alarm disabled (program 41-20-01 = 0). Programming 15-07-01 programmable function keys assign a queue status display check ke...

  • Page 118

    Issue 4.0 univerge sv8100 3 - 86 41-20-01 acd queue status display settings – number of calls in queue set the number of calls that can accumulate in the acd queue before the queue status display (and optional queue alarm) occurs (0=no display, 1~200; default=0). 41-20-02 acd queue status display se...

  • Page 119

    Univerge sv8100 issue 4.0 acd installation manual 3 - 87 operation when logged into acd group 1. With an idle multiline terminal, press the queue status display programmable function key (program 15-07-01 or sc 752: code *19). The display indicates the number of calls in queue, the trunk name, and t...

  • Page 120

    Issue 4.0 univerge sv8100 3 - 88 this page intentionally left blank.

  • Page 121: Supervisor, Acd Group

    Univerge sv8100 issue 4.0 acd installation manual 3 - 89 supervisor, acd group description you can designate an extension in an acd group to be the group's supervisor. Once assigned as an acd group supervisor, the user can: take the entire acd group out of service (outside callers will hear ringback...

  • Page 122

    Issue 4.0 univerge sv8100 3 - 90 programming 15-07-01 programmable function keys assign the following function keys to the acd group supervisor: acd log in/log out key (code *10) for one-button log in/log out operation. Out of service key (code *14) for removing the entire acd group from service. 41...

  • Page 123

    Univerge sv8100 issue 4.0 acd installation manual 3 - 91 press acd log on/off key (program 15-07-01 or sc 752: code *10). Your log on/off key lights and you hear a single beep. Your display will show the acd group to which you are logged in. To log your supervisor extension out of an acd group: this...

  • Page 124

    Issue 4.0 univerge sv8100 3 - 92 3. Press acd log on/off key (program 15-07-01 or sc 752: code *10) again. Your displays shows: group no:n to return the acd group to service: the out of service and log on/off keys are lit. If you have logged out of the group and your acd log on/off key is out, you m...

  • Page 125

    Univerge sv8100 issue 4.0 acd installation manual 3 - 93 3. Dial the acd agent's extension number. 4. Dial the number of the acd group to which you want to assign the agent. You hear confirmation tone. 5. Press speaker to hang up..

  • Page 126

    Issue 4.0 univerge sv8100 3 - 94 this page intentionally left blank.

  • Page 127: Supervisor, Acd System

    Univerge sv8100 issue 4.0 acd installation manual 3 - 95 supervisor, acd system description you can designate an extension as an acd system supervisor. The system can have only one acd system supervisor. Once a user is assigned as an acd system supervisor, he can perform the following tasks: take al...

  • Page 128

    Issue 4.0 univerge sv8100 3 - 96 11-13-11 service code setup (for acd) – acd agent logout by supervisor this service code (normally 668) allows the system supervisor to log an agent out of an acd group. 11-13-12 service code setup (for acd) – change agent acd group by supervisor this service code (n...

  • Page 129

    Univerge sv8100 issue 4.0 acd installation manual 3 - 97 operation logging on as the acd system supervisor to log on as the acd system supervisor: you only have system supervisor capability while logged on. 1. Press the speaker key. 2. Dial 5. You hear confirmation tone. - or - press acd log on/off ...

  • Page 130

    Issue 4.0 univerge sv8100 3 - 98 2. Dial 1 to take all the acd groups out of service. The log on/off and out of service keys light. While you are logged out, calls no longer ring into the acd groups. Your display shows: g:n end of work! Terminal log out... Indicating that all agents have not yet log...

  • Page 131

    Univerge sv8100 issue 4.0 acd installation manual 3 - 99 to log an agent out of their acd group: you can do this while either logged in or logged out. 1. Press the speaker key. 2. Dial 668. 3. Dial the acd agent's extension number. You hear confirmation tone. 4. Press speaker to hang up. Assigning a...

  • Page 132

    Issue 4.0 univerge sv8100 3 - 100 this page intentionally left blank.

  • Page 133: Supervisor, Dss Console

    Univerge sv8100 issue 4.0 acd installation manual 3 - 101 supervisor, dss console description an acd supervisor (group or system) can use their dss console to monitor the status of the acd agents within a group. The dss console is an essential tool for supervisors since acd agent status monitoring i...

  • Page 134

    Issue 4.0 univerge sv8100 3 - 102 if an extension has four dss consoles connected, program one of the consoles for direct line selection (i.E., placing and answering outside calls). A dss console requires a separate digital station port. When installing a dss, the system must auto-detect the console...

  • Page 135

    Univerge sv8100 issue 4.0 acd installation manual 3 - 103 related features door box paging, external paging, internal night service operation to call an acd agent from your acd supervisor's dss console: 1. Press dss console acd group key to select the agents group. 2. Press dss console key for agent...

  • Page 136

    Issue 4.0 univerge sv8100 3 - 104 4. (optional) announce call. If the called agent does not want the call, press the flashing line key to retrieve it. 5. Press speaker to hang up..

  • Page 137

    Univerge sv8100 issue 4.0 acd installation manual 3 - 105 supervisor monitor / acd monitor description supervisor monitor (acd monitor) allows an acd system or group supervisor with a uniquely programmed acd monitor key to listen in on an acd agent's call. The acd agent and the outside caller are un...

  • Page 138

    Issue 4.0 univerge sv8100 3 - 106 20-13-06 class of service options (supplementary service) – automatic off-hook signaling (automatic override) allows a busy extension ability to manually (0) or automatically (1) receive off-hook signals. Related features supervisor, acd group supervisor, acd system...

  • Page 139: Traffic Reports

    Univerge sv8100 issue 4.0 acd installation manual 3 - 107 traffic reports description the system provides the ability to send data to a pc connected to the univerge sv8100. The telephone call traffic data for each extension is captured for use with the smdr feature. Call traffic the total of outgoin...

  • Page 140

    Issue 4.0 univerge sv8100 3 - 108 . Programming 90-20-01 traffic report data setup – call traffic output determine whether or not the call traffic output should be measured (0=no, 1=yes). 90-21-01 traffic report output – output port type define the output port to be used for the traffic reports (0=n...

  • Page 141

    Univerge sv8100 issue 4.0 acd installation manual 3 - 109 operation operation is automatic once programmed..

  • Page 142

    Issue 4.0 univerge sv8100 3 - 110 this page intentionally left blank.

  • Page 143: Wrap-Up Time

    Univerge sv8100 issue 4.0 acd installation manual 3 - 111 wrap-up time description wrap-up time temporarily busies-out an acd agent's phone from receiving acd calls so they can work at their desk uninterrupted, although other types of calls can still be received. This gives the agent time to fill ou...

  • Page 144

    Issue 4.0 univerge sv8100 3 - 112 programming 11-13-03 service code setup (for acd) – set acd wrap-up time (for slt) assign the service code to be used by a single line telephone user to enter wrap-up mode. 11-13-04 service code setup (for acd) – cancel acd wrap-up time (for slt) assign the service ...

  • Page 145

    Univerge sv8100 issue 4.0 acd installation manual 3 - 113 multiline 1. Press your wrap-up time key (program 15-07-01 or sc 752: *17). Your wrap-up time key lights. When you activate wrap-up time, your acd supervisor with a dss console sees your extension as busy (i.E., your key is lit). Single line ...

  • Page 146

    Issue 4.0 univerge sv8100 3 - 114 this page intentionally left blank.

  • Page 147: Mming

    Acd installation manual 4 - 1 pr og ra mming 4 programming s ection 1 b efore y ou s tart p rogramming this chapter provides detailed information about the system programs. By changing a program, you change the way the feature associated with that program works. In this chapter, you find out about e...

  • Page 148

    Issue 4.0 univerge sv8100 4 - 2 telephone programming instructions shows you how to enter the program data into system memory. For example: 1. Enter the programming mode. 15-07-01 tells you to enter the programming mode, dial 150701 from the telephone dial pad. After you do, you will see the message...

  • Page 149

    Univerge sv8100 issue 4.0 acd installation manual 4 - 3 s ection 4 h ow to e nter and e xit p rogramming m ode 4.1 entering programming mode to enter programming mode: 1. Go to any working display telephone. In a newly installed system, use extension 101 (port 1). 2. Do not lift the handset. 3. Pres...

  • Page 150

    Issue 4.0 univerge sv8100 4 - 4 4.2 exiting programming mode to exit programming mode: when you are done programming, you must be out of a program options to exit. Press answer to exit the program option. 1. Press answer to exit the program options, if needed. 2. Press speaker. You see, saving syste...

  • Page 151

    Univerge sv8100 issue 4.0 acd installation manual 4 - 5 s ection 5 u sing k eys to m ove a round in the p rograms once you enter the programming mode, use the keys in the following chart to enter data, edit data and move around in the menus. Use this key... When you want to. . . 0~9, and # enter dat...

  • Page 152

    Issue 4.0 univerge sv8100 4 - 6 s ection 6 p rogramming n ames and t ext m essages several programs (e.G., program 20-16: selectable display messages) require you to enter text. Use the following chart when entering and editing text. When using the keypad digits, press the key once for the first cha...

  • Page 153

    Univerge sv8100 issue 4.0 acd installation manual 4 - 7 s ection 7 u sing s oftkeys f or p rogramming each univerge sv8100 display telephone provides interactive softkeys for intuitive feature access. The options for these keys automatically change depending on where you are in the system programmin...

  • Page 154

    Issue 4.0 univerge sv8100 4 - 8 s ection 9 p rogramming the remainder of this chapter provides instructions for programming individual program blocks..

  • Page 155

    Univerge sv8100 issue 4.0 acd installation manual 4 - 9 11-13 : service code setup (for acd) description use program 11-13 : service code setup (for acd) to customize the service codes which are used with the automatic call distribution (acd) feature. You can customize additional service codes in pr...

  • Page 156

    Issue 4.0 univerge sv8100 4 - 10 conditions none feature cross reference automatic call distribution (acd) telephone programming instructions to enter data for program 11-13 [service code setup (for acd)]: 1. Enter the programming mode. 2. 11 13 3. Enter the number of the item you want to program. 1...

  • Page 157

    Univerge sv8100 issue 4.0 acd installation manual 4 - 11 4. Enter data for the item you selected + hold. 5. Enter data for the next item in the program. - or - press msg once to enter a new item number. - or - press msg until you exit that series programming section..

  • Page 158

    Issue 4.0 univerge sv8100 4 - 12 this page intentionally left blank.

  • Page 159

    Univerge sv8100 issue 4.0 acd installation manual 4 - 13 11-17 : acd group pilot number description use program 11-17 : acd group pilot number to assign the acd master number for each acd group. This is the number users dial to transfer calls to the acd group. Normally, you should use unassigned ext...

  • Page 160

    Issue 4.0 univerge sv8100 4 - 14 2. 11 17 3. Enter the number of the item you want to program. 4. To select the acd group number to be programmed, press the flash or the volume or keys. 5. Enter data for the item you selected + hold. 6. Enter data for the next item in the program. - or - press msg o...

  • Page 161

    Univerge sv8100 issue 4.0 acd installation manual 4 - 15 15-02 : multiline telephone basic data setup description use program 15-02 : multiline telephone basic data setup to set up various multiline telephone options. Input data extension number maximum eight digits item no. Item input data default ...

  • Page 162

    Issue 4.0 univerge sv8100 4 - 16 04 redial (speed dial) control use this option to control the function of the extension redial key when used with speed dialing. The redial key can access either the common or group speed dialing numbers. 0 = common and individual speed dialing 1 = group speed dialin...

  • Page 163

    Univerge sv8100 issue 4.0 acd installation manual 4 - 17 11 callback automatic answer use this option to enable or disable automatic answer of calls recalling to a station. For example, if a transfer recall or hold recall is ringing back to a station, the following happens: if prg 15-02-11 is enable...

  • Page 164

    Issue 4.0 univerge sv8100 4 - 18 19 cta data communication mode select 0 if the dip switch settings on the cta adapter are set to pc connection (1=on, 2~8=off) or select 1 if the dip switches are set to printer connection (1~2=on, 3~8=off). 0 = cti mode 1 = non procedural mode (non-scs) 0 15-02-20 2...

  • Page 165

    Univerge sv8100 issue 4.0 acd installation manual 4 - 19 23 speed dial preview mode this option defines how a speed dial key functions when pressed. If set to preview (0), the speed dial number can be previewed before dialing. If set to outgoing immediate (1), the number is dialed immediately. 0 = p...

  • Page 166

    Issue 4.0 univerge sv8100 4 - 20 30 toll restriction class select the toll restriction class to be used when placing a call from a virtual extension. 0 = vir. Ext. (virtual extension class) 1 = real ext (real extension class) 1 34 call register mode the caller id scroll stores trunk calls only (0), ...

  • Page 167

    Univerge sv8100 issue 4.0 acd installation manual 4 - 21 43 headset ring duration 0 = no switch to speaker ring 1 = 10 seconds 2 = 20 seconds 3 = 30 seconds 4 = 40 seconds 5 = 50 seconds 6 = 1 minute 0 44 reversing display indication the display on the dt300/dt700 style telephones can be set to norm...

  • Page 168

    Issue 4.0 univerge sv8100 4 - 22 52 voice mail message waiting lamp setup 0 = light the vm function key only. 1 = light the message waiting lamp only. 2 = light the mw lamp and vm key. 0 15-07-01 53 aspire model –c phone operation mode 0 = original operation mode 1 = cti special operation mode 0 54 ...

  • Page 169

    Univerge sv8100 issue 4.0 acd installation manual 4 - 23 conditions none feature cross reference refer to the input data chart. Telephone programming instructions to enter data for program 15-02 (multiline telephone basic data setup): 1. Enter the programming mode. 2. 15 02 1. Enter the number of th...

  • Page 170

    Issue 4.0 univerge sv8100 4 - 24 2. To select the telephone number to be programmed, press the flash or the volume or keys. 3. Enter data for the item you selected + hold. 4. Enter data for the next item in the program. - or - press msg once to enter a new item number. - or - press msg until you exi...

  • Page 171

    Univerge sv8100 issue 4.0 acd installation manual 4 - 25 15-07 : programmable function keys description use program 15-07 : programmable function keys to assign functions to a multiline terminal line keys. For certain functions, you can append data to the key basic function. For example, the functio...

  • Page 172

    Issue 4.0 univerge sv8100 4 - 26 function number list [1] normal function code (00 ~ 99) (service code 751) function number function additional data led indication 00 not defined 01 dss / one-touch extension number or any numbers (up to 24 digits) red on: extension busy off: extension idle rapid bli...

  • Page 173

    Univerge sv8100 issue 4.0 acd installation manual 4 - 27 22 internal all call paging none 23 meet-me answer to internal paging none 24 call pickup none 25 call pickup for another group none 26 call pickup for specified group call pickup group number none 27 speed dial – common/ private speed dial nu...

  • Page 174

    Issue 4.0 univerge sv8100 4 - 28 45 exclusive none 46 department group log out red on: logged out 47 reverse voice over extension number red on: extension busy off: extension idle rapid blink (red): dnd or call forward green: reverse voice over to extension in progress 48 voice over slow blink (red)...

  • Page 175

    Univerge sv8100 issue 4.0 acd installation manual 4 - 29 64 --- not used --- 66 --- not used --- 67 --- not used --- 68 --- not used --- 69 conversation recording 0 = conversation recording (aci) red on: recording 70 --- not used --- 71 --- not used --- 72 keypad facility key none 73 keypad hold key...

  • Page 176

    Issue 4.0 univerge sv8100 4 - 30 80 tandem ringing 1 = set 0 = cancel extension number to tandem ring red on: active 81 automatic transfer to transfer key trunk line no. (001~200) slow flash: set 82 d term ip call log 83 conversation recording function (vmsu) 0 = pause 1 = re-recording 2 = address 3...

  • Page 177

    Univerge sv8100 issue 4.0 acd installation manual 4 - 31 function number list [2] appearance function level (*00 ~ *99) (service code 752) function number function additional data led indication 00 icm key none red on: off hook on intercom call red blink: intercom call on hold 01 trunk key trunk num...

  • Page 178

    Issue 4.0 univerge sv8100 4 - 32 18 acd overflow control acd group number red on: enable slow blink (red): disable 19 acd queue status display check 32 warning message on(red): play warning message off: stop warning message 33 sensor mode related program 20-50-01 on(red): security sensor on off: sec...

  • Page 179

    Univerge sv8100 issue 4.0 acd installation manual 4 - 33 led indication reference: on = led pattern 7 (on). Off = led pattern 0 (off). Rapid blink = led pattern 3 (rw). Slow blink (general function level) = led pattern 5 (il). Slow blink (appearance function level) = led pattern 1 (fl). Fast blink =...

  • Page 180

    Issue 4.0 univerge sv8100 4 - 34 conditions when a key is programmed using service code 752, that key cannot be programmed with a function using the 751 code until the key is undefined (000). For example, with a park key programmed by dialing 752 + 04 must be undefined by dialing 752 + 000 before it...

  • Page 181

    Univerge sv8100 issue 4.0 acd installation manual 4 - 35 15-08 : incoming virtual extension ring tone setup description use program 15-08 : incoming virtual extension ring tone setup to assign a ring tone range (0~4) to incoming virtual extensions assigned to a virtual extension key (program 15-07)....

  • Page 182

    Issue 4.0 univerge sv8100 4 - 36 conditions none feature cross reference none telephone programming instructions to enter data for program 15-08 (incoming virtual extension ring tone setup): 1. Enter the programming mode. 2. 15 08 3. Enter the number of the item you want to program. 4. To select the...

  • Page 183

    Univerge sv8100 issue 4.0 acd installation manual 4 - 37 15-09 : virtual extension ring assignment description use program 15-09 : virtual extension ring assignment to assign the ringing options for an extension virtual extension key or virtual extension group answer key which is defined in program ...

  • Page 184

    Issue 4.0 univerge sv8100 4 - 38 telephone programming instructions to enter data for program 15-09 (virtual extension ring assignment): 1. Enter the programming mode. 2. 15 09 3. Enter the number of the item you want to program. 4. To select the telephone number to be programmed, press the flash or...

  • Page 185

    Univerge sv8100 issue 4.0 acd installation manual 4 - 39 15-10 : incoming virtual extension ring tone order setup description use program 15-10 : incoming virtual extension ring tone order setup to set the priority (1~4) for the virtual extension ring tones set in program 15-08. When virtual extensi...

  • Page 186

    Issue 4.0 univerge sv8100 4 - 40 feature cross reference none telephone programming instructions to enter data for program 15-10 (incoming virtual extension ring tone order setup): 1. Enter the programming mode. 2. 15 10 3. Enter the number of the item you want to program. 4. To select the telephone...

  • Page 187

    Univerge sv8100 issue 4.0 acd installation manual 4 - 41 15-11 : virtual extension delayed ring assignment description use program 15-11 : virtual extension delayed ring assignment to assign the delayed ringing options for an extension virtual extension or virtual extension group answer keys (define...

  • Page 188

    Issue 4.0 univerge sv8100 4 - 42 telephone programming instructions to enter data for program 15-11 (virtual extension delayed ring assignment): 1. Enter the programming mode. 2. 15 11 3. Enter the number of the item you want to program. 4. To select the telephone number to be programmed, press the ...

  • Page 189

    Univerge sv8100 issue 4.0 acd installation manual 4 - 43 20-02 : system options for multiline telephones description use program 20-02 : system options for multiline telephones to set various system options for multiline telephones. Input data item no. Item input data default related programming 01 ...

  • Page 190

    Issue 4.0 univerge sv8100 4 - 44 07 time and date display mode set how the time and date appear on display telephones. There are eight display modes. 1~8 type 1 = (12 hour) 10 mar tue 3:15pm type 2 = (12 hour) 3:15pm mar 10 tue type 3 = (12 hour) 3-10 tue 3:15 pm type 4 = (12 hour) 3:15pm tue 10 mar...

  • Page 191

    Univerge sv8100 issue 4.0 acd installation manual 4 - 45 conditions none feature cross reference none 19 virtual extension mode sets the mode of a virtual extension key that appears on a dss console. 0 = no 1 = yes 0 23 phone operation mode selects the loop key operation like the ux5000 terminal, or...

  • Page 192

    Issue 4.0 univerge sv8100 4 - 46 telephone programming instructions to enter data for program 20-02 (system options for multiline telephones): 1. Enter the programming mode. 2. 20 02 3. Enter the number of the item you want to program. 4. Enter data for the item you selected + hold. 5. Enter data fo...

  • Page 193

    Univerge sv8100 issue 4.0 acd installation manual 4 - 47 20-04 : system options for virtual extensions description use program 20-04 : system options for virtual extensions to set up various system options for virtual extensions. There are 256 available virtual extension ports. Conditions none featu...

  • Page 194

    Issue 4.0 univerge sv8100 4 - 48 2. 20 04 3. Enter the number of the item you want to program. 4. Enter data for the item you selected + hold. 5. Enter data for the next item in the program. - or - press msg once to enter a new item number. - or - press msg until you exit that series programming sec...

  • Page 195

    Univerge sv8100 issue 4.0 acd installation manual 4 - 49 20-06 : class of service for extensions description use program 20-06 : class of service for extensions to assign a class of service (cos) to an extension. There are15 classes of service that can be assigned. To specify the options in each cla...

  • Page 196

    Issue 4.0 univerge sv8100 4 - 50 3. Enter the number of the item you want to program. 4. To select the telephone number to be programmed, press the flash or the volume or  keys. 5. Enter data for the item you selected + hold. 6. Enter data for the next item in the program. - or - press msg once to ...

  • Page 197

    Univerge sv8100 issue 4.0 acd installation manual 4 - 51 20-13 : class of service options (supplementary service) description use program 20-13 : class of service options (supplementary service) to define the supplementary feature availability for each extension class of service (cos). Input data cl...

  • Page 198

    Issue 4.0 univerge sv8100 4 - 52 11 room monitor, initiating extension turns off or on an extension ability to room monitor other extensions. 0 = off 1 = on 0 0 12 room monitor, extension being monitored turn off or on an extension ability to be monitored by other extensions. 0 = off 1 = on 0 0 13 c...

  • Page 199

    Univerge sv8100 issue 4.0 acd installation manual 4 - 53 23 display the reason for transfer select whether an extension should display the reason a call is being transferred to their extension (call forward busy, call forward no answer, dnd). 0 = off 1 = on 0 0 24 privacy release by pressing line ke...

  • Page 200

    Issue 4.0 univerge sv8100 4 - 54 36 call duration timer display turns off or on an extension display of the call duration time. The system waits until the interdigit time (program 21-01-01) expires before beginning this timer. 0 = off 1 = on 1 1 37 --- not used --- 38 headset ringing turn off or on ...

  • Page 201

    Univerge sv8100 issue 4.0 acd installation manual 4 - 55 conditions none feature cross reference class of service telephone programming instructions to enter data for program 20-13 [class of service options (supplementary service)]: 1. Enter the programming mode. 2. 20 13 50 aic agent display which ...

  • Page 202

    Issue 4.0 univerge sv8100 4 - 56 3. Enter the number of the item you want to program. 4. To select the class of service number to be programmed, press the flash or the volume or keys. 5. Enter data for the item you selected + hold. 6. Enter data for the next item in the program. - or - press msg onc...

  • Page 203

    Univerge sv8100 issue 4.0 acd installation manual 4 - 57 22-01 : system options for incoming calls description use program 22-01 : system options for incoming calls to define the system options for incoming calls. Input data item no. Item input data default description related program 01 incoming ca...

  • Page 204

    Issue 4.0 univerge sv8100 4 - 58 conditions none feature cross reference central office calls, answering telephone programming instructions to enter data for program 22-01 (system options for incoming call service): 1. Enter the programming mode. 2. 22 01 3. Enter the number of the item you want to ...

  • Page 205

    Univerge sv8100 issue 4.0 acd installation manual 4 - 59 4. Enter data for the item you selected + hold. 5. Enter data for the next item in the program. - or - press msg once to enter a new item number. - or - press msg until you exit that series programming section..

  • Page 206

    Issue 4.0 univerge sv8100 4 - 60 this page intentionally left blank.

  • Page 207

    Univerge sv8100 issue 4.0 acd installation manual 4 - 61 22-03 : trunk ring tone range description use program 22-03 : trunk ring tone range to select the ring tone range for the trunk. The trunk uses a ring tone in the range selected when it rings an extension. There are eight ring tones available....

  • Page 208

    Issue 4.0 univerge sv8100 4 - 62 conditions none feature cross reference selectable ring tones telephone programming instructions to enter data for program 22-03 (trunk ring tone range): 1. Enter the programming mode. 2. 22 03 3. Enter the number of the item you want to program. 4. To select the tru...

  • Page 209

    Univerge sv8100 issue 4.0 acd installation manual 4 - 63 22-05 : incoming trunk ring group assignment description use program 22-05 : incoming trunk ring group assignment to assign trunks to incoming ring groups. There are 100 available ring groups. Conditions none feature cross reference ring group...

  • Page 210

    Issue 4.0 univerge sv8100 4 - 64 3. Enter the number of the item you want to program. 4. To select the trunk number to be programmed, press the flash or the volume or keys. 5. Enter data for the item you selected + hold. 6. Enter data for the next item in the program. - or - press msg once to enter ...

  • Page 211

    Univerge sv8100 issue 4.0 acd installation manual 4 - 65 30-01 : dss console operating mode description use program 30-01 : dss console operating mode to set the mode of the system dss consoles. The entry for this option applies to all the system dss consoles. The available options are: regular (bus...

  • Page 212

    Issue 4.0 univerge sv8100 4 - 66 telephone programming instructions to enter data for program 30-01 (dss console operating mode): 1. Enter the programming mode. 2. 30 01 3. Enter the number of the item you want to program. 4. Enter data for the item you selected + hold. 5. Enter data for the next it...

  • Page 213

    Univerge sv8100 issue 4.0 acd installation manual 4 - 67 30-02 : dss console extension assignment description use program 30-02 : dss console extension assignment to identify which extensions have dss consoles connected. Up to 32 different extensions with dss consoles can be set up. A single extensi...

  • Page 214

    Issue 4.0 univerge sv8100 4 - 68 telephone programming instructions to enter data for program 30-02 (dss console extension assignment): 1. Enter the programming mode. 2. 30 02 3. Enter the number of the item you want to program. 4. To select the dss number to be programmed, press the flash or the vo...

  • Page 215

    Univerge sv8100 issue 4.0 acd installation manual 4 - 69 30-03 : dss console key assignment description use program 30-03 : dss console key assignments to customize the key assignments for 60-button dss consoles. A dss console key can have any function up to four digits long (e.G., extension number ...

  • Page 216

    Issue 4.0 univerge sv8100 4 - 70 function number list [1] general functional level (00~99) function number function additional data led indication 00 --- not used --- 01 dss / one-touch extension number or any numbers (up to 24 digits) red on: extension busy off: extension idle rapid blink (red): dn...

  • Page 217

    Univerge sv8100 issue 4.0 acd installation manual 4 - 71 20 external all call paging red on: active 21 internal group paging internal paging number (01~64) red on: active 22 internal all call paging none 23 meet-me answer to internal paging none 24 call pickup none 25 call pickup for another group n...

  • Page 218

    Issue 4.0 univerge sv8100 4 - 72 39 room monitoring rapid blink (red): under monitored slow blink (red): under monitoring with room monitor there are two parties in the monitor, one being monitored and one who is monitoring. The same key is used on both phones, but the cos says if the key is set to ...

  • Page 219

    Univerge sv8100 issue 4.0 acd installation manual 4 - 73 57 general purpose led indication 001~100: rapid blink (red) 101~200: rapid blink (green) 201~300: red on,green rapid blink 58 department incoming call – immediate extension group number (01~64) 59 department incoming call – delay extension gr...

  • Page 220

    Issue 4.0 univerge sv8100 4 - 74 79 automated attendant (in-skin) extension number or pilot number red on: set up for all calls slow blink (red): set up for busy/no answer calls 80 tandem ringing 0 = cancel 1 = set extension number to tandem ring red on: active 81 automatic transfer to transfer key ...

  • Page 221

    Univerge sv8100 issue 4.0 acd installation manual 4 - 75 default the dss keys 01~60 of all dss consoles = dss/one-touch key 101~160. The dss keys 61~114 of all dss consoles = none conditions none feature cross reference direct station selection (dss) console 01 trunk key trunk number (001~200) 02 --...

  • Page 222

    Issue 4.0 univerge sv8100 4 - 76 telephone programming instructions to enter data for program 30-03 (dss console key assignment): 1. Enter the programming mode. 2. 30 03 3. Enter the number of the item you want to program. 4. To select the dss number to be programmed, press the flash or the volume o...

  • Page 223

    Univerge sv8100 issue 4.0 acd installation manual 4 - 77 30-05 : dss console lamp table description use program 30-05 : dss console lamp table to define the led patterns for functions on the dss consoles. Input data item no. Item lamp pattern data default 02 busy extension 0~7 7 (on) 03 dnd extensio...

  • Page 224

    Issue 4.0 univerge sv8100 4 - 78 led patterns for dss console conditions none feature cross reference direct station selection (dss) console led pattern 0 : [off] on off led pattern 1 : [fl: on(500ms)/off(500ms)] on off led pattern 2 : [wk: on(250ms)/off(250ms)] on off led pattern 3 : [rw: on(125ms)...

  • Page 225

    Univerge sv8100 issue 4.0 acd installation manual 4 - 79 telephone programming instructions to enter data for program 30-02 (dss console extension assignment): 1. Enter the programming mode. 2. 30 02 3. Enter the number of the item you want to program. 4. To select the dss number to be programmed, p...

  • Page 226

    Issue 4.0 univerge sv8100 4 - 80 this page intentionally left blank.

  • Page 227

    Univerge sv8100 issue 4.0 acd installation manual 4 - 81 41-01 : system options for acd description in program 41-01 : system options for acd define the system options for the acd feature. Conditions none feature cross reference automatic call distribution (acd) telephone programming instructions to...

  • Page 228

    Issue 4.0 univerge sv8100 4 - 82 2. 41 10 3. Enter the number of the item you want to program. 4. Enter data for the item you selected + hold. 5. Enter data for the next item in the program. - or - press msg once to enter a new item number. - or - press msg until you exit that series programming sec...

  • Page 229

    Univerge sv8100 issue 4.0 acd installation manual 4 - 83 41-02 : acd group and agent assignments description in program 41-02 : acd group and agent assignments , for each acd extension number, assign an acd group (1~64). An acd group number is assigned to each work period number (1~8). The assigned ...

  • Page 230

    Issue 4.0 univerge sv8100 4 - 84 telephone programming instructions to enter data for program 41-02 (acd group and agent assignments): 1. Enter the programming mode. 2. 41 02 3. Enter the number of the item you want to program. 4. To select the telephone number to be programmed, press the flash or t...

  • Page 231

    Univerge sv8100 issue 4.0 acd installation manual 4 - 85 41-03 : incoming ring group assignment for acd group description in program 41-03 : incoming ring group assignments for acd group , for each incoming trunk group set up in program 22-05, designate which acd group (1~64) the trunks should ring ...

  • Page 232

    Issue 4.0 univerge sv8100 4 - 86 telephone programming instructions to enter data for program 41-03 (incoming ring group assignment for acd group): 1. Enter the programming mode. 2. 41 03 3. Enter the number of the item you want to program. 4. To select the incoming ring group number to be programme...

  • Page 233

    Univerge sv8100 issue 4.0 acd installation manual 4 - 87 41-04 : acd group supervisor description for each acd group (1~64), use program 41-04 : acd group supervisor to assign the group supervisor extension and operating mode. Operating modes are: 0 = supervisor extension does not receive acd group ...

  • Page 234

    Issue 4.0 univerge sv8100 4 - 88 telephone programming instructions to enter data for program 41-04 (acd group supervisor): 1. Enter the programming mode. 2. 41 04 3. Enter the number of the item you want to program. 4. To select the acd group number to be programmed, press the flash or the volume o...

  • Page 235

    Univerge sv8100 issue 4.0 acd installation manual 4 - 89 41-05 : acd agent work schedules description use program 41-05 : acd agent work schedules to set up the work schedules for acd agents and groups. For each acd work schedule (1~4), designate the start and stop times for each of the eight work p...

  • Page 236

    Issue 4.0 univerge sv8100 4 - 90 telephone programming instructions to enter data for program 41-05 (acd agent work schedules): 1. Enter the programming mode. 2. 41 05 3. Enter the number of the item you want to program. 4. To select the time pattern number to be programmed, press the flash or the v...

  • Page 237: 41-06 : Trunk Work Schedules

    Univerge sv8100 issue 4.0 acd installation manual 4 - 91 41-06 : trunk work schedules description use program 41-06 : trunk work schedules to set up the work schedules for trunks. For each work schedule (1~4), designate the start and stop times for each of the eight work periods. After you set up th...

  • Page 238

    Issue 4.0 univerge sv8100 4 - 92 4. To select the time pattern number to be programmed, press the flash or the volume or keys. 5. Enter data for the item you selected + hold. 6. Enter data for the next item in the program. - or - press msg once to enter a new item number. - or - press msg until you ...

  • Page 239

    Univerge sv8100 issue 4.0 acd installation manual 4 - 93 41-07 : acd weekly schedule setup description use program 41-07 : acd weekly schedule setup to assign the four work schedules (1~4) to days of the week. The assignments you make in this program apply to both the acd agent work schedules (progr...

  • Page 240

    Issue 4.0 univerge sv8100 4 - 94 3. Enter the number of the item you want to program. 4. Enter data for the item you selected + hold. 5. Enter data for the next item in the program. - or - press msg once to enter a new item number. - or - press msg until you exit that series programming section. 41-...

  • Page 241: 41-08 : Acd Overflow Options

    Univerge sv8100 issue 4.0 acd installation manual 4 - 95 41-08 : acd overflow options description for each acd group (1~64), use program 41-08 : acd overflow options to assign the overflow mode (0~9), destination and announcement message types. Delay announcement functions are not available for acd ...

  • Page 242

    Issue 4.0 univerge sv8100 4 - 96 conditions none feature cross reference automatic call distribution (acd) telephone programming instructions to enter data for program 41-08 (acd overflow options): 1. Enter the programming mode. 2. 41 08 3. Enter the number of the item you want to program. 4. To sel...

  • Page 243

    Univerge sv8100 issue 4.0 acd installation manual 4 - 97 41-09 : acd overflow table setting description use program 41-09 : acd overflow table setting to define the acd group to which a call is transferred when overflow occurs. Conditions none feature cross reference automatic call distribution (acd...

  • Page 244

    Issue 4.0 univerge sv8100 4 - 98 4. To select the acd group number to be programmed, press the flash or the volume or keys. 5. Enter data for the item you selected + hold. 6. Enter data for the next item in the program. - or - press msg once to enter a new item number. - or - press msg until you exi...

  • Page 245

    Univerge sv8100 issue 4.0 acd installation manual 4 - 99 41-10 : aci delay announcement description use program 41-10 : aci delay announcement to define the aci port number to be used for the delay announcement. This program is activated when the delay announcement source and options are assigned as...

  • Page 246

    Issue 4.0 univerge sv8100 4 - 100 this page intentionally left blank.

  • Page 247

    Univerge sv8100 issue 4.0 acd installation manual 4 - 101 41-11 : vrs delay announcement description use program 41-11 : vrs delay announcement to assign the vrs message number to be used as the message source for the 1st and 2nd delay announcement messages. Refer to program 41-08 for more on settin...

  • Page 248

    Issue 4.0 univerge sv8100 4 - 102 conditions none feature cross reference automatic call distribution (acd) telephone programming instructions to enter data for program 41-11 (vrs delay announcement): 1. Enter the programming mode. 2. 41 11 3. Enter the number of the item you want to program. 4. To ...

  • Page 249

    Univerge sv8100 issue 4.0 acd installation manual 4 - 103 41-12 : night announcement setup description use program 41-12 : night announcement setup to define the night announce voice resource and sending time for each acd group. Night announcement availability depends on the setting in program 41-03...

  • Page 250

    Issue 4.0 univerge sv8100 4 - 104 2. 41 12 1. Enter the number of the item you want to program. 2. To select the acd group number to be programmed, press the flash or the volume or keys. 3. Enter data for the item you selected + hold. 4. Enter data for the next item in the program. - or - press msg ...

  • Page 251

    Univerge sv8100 issue 4.0 acd installation manual 4 - 105 41-13 : vrs message number for night announcement description use program 41-13 : vrs message number for night announcement to define the vrs message number to be used as the night announcement. This program is activated when the night announ...

  • Page 252

    Issue 4.0 univerge sv8100 4 - 106 3. Enter the number of the item you want to program. 4. To select the acd group number to be programmed, press the flash or the volume or keys. 5. Enter data for the item you selected + hold. 6. Enter data for the next item in the program. - or - press msg once to e...

  • Page 253: 41-14 : Acd Options

    Univerge sv8100 issue 4.0 acd installation manual 4 - 107 41-14 : acd options description use program 41-14 : acd options to set various options for acd groups. When you set an option for an acd group, the setting is in force (if applicable) for all agents in the group. The chart below shows each of...

  • Page 254

    Issue 4.0 univerge sv8100 4 - 108 conditions none feature cross reference automatic call distribution (acd) 09 automatic wrap up end time input the time the agent will be in wrap mode when wrap key is pressed, or automatically put into wrap mode. 0~64800 (sec) 0 10 acd no answer skip time set how lo...

  • Page 255

    Univerge sv8100 issue 4.0 acd installation manual 4 - 109 telephone programming instructions to enter data for program 41-14 (acd options): 1. Enter the programming mode. 2. 41 14 3. Enter the number of the item you want to program. 4. To select the acd group number to be programmed, press the flash...

  • Page 256

    Issue 4.0 univerge sv8100 4 - 110 this page intentionally left blank.

  • Page 257

    Univerge sv8100 issue 4.0 acd installation manual 4 - 111 41-15 : acd queue alarm information description use program 41-15 : acd queue alarm information to assign the options for audible indication for log out / off duty mode for each acd group. These program settings provide an alarm to the agents...

  • Page 258

    Issue 4.0 univerge sv8100 4 - 112 feature cross reference automatic call distribution (acd) telephone programming instructions to enter data for program 41-15 (acd queue alarm information): 1. Enter the programming mode. 2. 41 15 3. Enter the number of the item you want to program. 4. To select the ...

  • Page 259

    Univerge sv8100 issue 4.0 acd installation manual 4 - 113 41-16 : acd threshold overflow description use program 41-16 : acd threshold overflow to define the value of the acd threshold call overflow and the mode for each acd group. Conditions none feature cross reference automatic call distribution ...

  • Page 260

    Issue 4.0 univerge sv8100 4 - 114 3. Enter the number of the item you want to program. 4. To select the acd group number to be programmed, press the flash or the volume or keys. 5. Enter data for the item you selected + hold. 6. Enter data for the next item in the program. - or - press msg once to e...

  • Page 261: 41-17 : Acd Login Mode Setup

    Univerge sv8100 issue 4.0 acd installation manual 4 - 115 41-17 : acd login mode setup description use program 41-17 : acd login mode setup to define the acd login mode for each extension. If the aic login mode is enabled, set the aic login and aic logout service codes for the aic members in program...

  • Page 262

    Issue 4.0 univerge sv8100 4 - 116 4. To select the telephone number to be programmed, press the flash or the volume or keys. 5. Enter data for the item you selected + hold. 6. Enter data for the next item in the program. - or - press msg once to enter a new item number. - or - press msg until you ex...

  • Page 263

    Univerge sv8100 issue 4.0 acd installation manual 4 - 117 41-18 : acd agent identity code setup description use program 41-18 : acd agent identity code setup to define the acd agent identity code table. Conditions none feature cross reference none input data aic table no. 001~512 item no. Item input...

  • Page 264

    Issue 4.0 univerge sv8100 4 - 118 telephone programming instructions to enter data for program 41-18 (acd agent identity code setup): 1. Enter the programming mode. 2. 41 18 3. Enter the number of the item you want to program. 4. To select the agent identity code (aic) number to be programmed, press...

  • Page 265

    Univerge sv8100 issue 4.0 acd installation manual 4 - 119 41-19 : acd voice mail delay announcement description use program 41-19 : acd voice mail delay announcement to assign in-mail master mailboxes (prg 47-03) as acd delay “announcement” mailboxes. Input data acd group number 1 ~ 64 item no. Item...

  • Page 266

    Issue 4.0 univerge sv8100 4 - 120 conditions none feature cross reference none.

  • Page 267: 41-21 : Acd Login Id Setup

    Univerge sv8100 issue 4.0 acd installation manual 4 - 121 41-21 : acd login id setup description use program 41-21 : acd login id setup to assign the login id code to skill table used for acd skill based routing . Conditions none feature cross reference automatic call distribution (acd) input data a...

  • Page 268

    Issue 4.0 univerge sv8100 4 - 122 41-22 : acd skill base routing setup description use program 41-22 : acd skill base routing setup to assign if the acd group can use or not use skill based routing. Conditions none feature cross reference automatic call distribution (acd) input data acd group no. 01...

  • Page 269

    Univerge sv8100 issue 4.0 acd installation manual 4 - 123 41-23 : acd skill table setup description use program 41-23 : acd skill table setup to assign the skill level per table for each acd group. Conditions none feature cross reference automatic call distribution (acd) input data acd group no. 01~...

  • Page 270

    Issue 4.0 univerge sv8100 4 - 124 41-24 : caller id marking setup description use program 41-24 : caller id marking setup to assign enable/disable the availability of setting that the acd agent can mark the originator caller id, system base. Conditions none feature cross reference automatic call dis...

  • Page 271

    Univerge sv8100 issue 4.0 acd installation manual 4 - 125 47-03 : univerge sv8100 inmail master mailbox options description use 47-03 : sv8100 inmail master mailbox options to set up the 32 group mailboxes (01~32). A group mailbox is used for department group overflow and can be a subscriber or call...

  • Page 272

    Issue 4.0 univerge sv8100 4 - 126 this page intentionally left blank.

  • Page 273

    Univerge sv8100 issue 4.0 acd installation manual 4 - 127 90-20 : traffic report data setup description use program 90-20 : traffic report data setup to define the details of the traffic report. Input data item no. Item input data default 01 call traffic output 0 = not measured 1 = measure 0 02 --- ...

  • Page 274

    Issue 4.0 univerge sv8100 4 - 128 conditions none feature cross reference traffic reports telephone programming instructions to enter data for program 90-20 (traffic report data setup): 1. Enter the programming mode. 2. 90 20 3. Enter the number of the item you want to program. 4. Enter data for the...

  • Page 275

    Univerge sv8100 issue 4.0 acd installation manual 4 - 129 90-21 : traffic report output description use program 90-21 : traffic report output to define the output port to be used as the traffic report output. Conditions none feature cross reference traffic reports telephone programming instructions ...

  • Page 276

    Issue 4.0 univerge sv8100 4 - 130 4. Enter data for the item you selected + hold. 5. Enter data for the next item in the program. - or - press msg once to enter a new item number. - or - press msg until you exit that series programming section..

  • Page 278: Utomatic

    A utomatic c all d istribution (acd) i nstallation m anual nec corporation of america issue 4.0