NEC SL2100 Installation Manual

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Chapter 1 Introduction Section 1 WHAT IS ACD?.................................................................................................. 1-1 Chapter 2 Setting Up ACD for the First Time Section 1 ARRANGE EXTENSIONS INTO ACD GROUPS.............................................. 2-1 Section 2 SET UP WORK SCHEDULES AND WORK PERIODS..................................... 2-2 Section 3 ASSIGN EXTENSIONS FOR EACH WORK PERIOD................ ...

Description....................................................................................................... 3-24 Programming..................................................................................... ...

15-08 : Incoming Virtual Extension Ring Tone Setup....................................... 4-25 15-09 : Virtual Extension Ring Assignment...................................................... 4-27 15-10 : Incoming Virtual Extension Ring Tone Order Setup............................. 4-28 15-11 : Virtual Extension Delayed Ring Assignment...................... ...

Table 2-1 Sample ACD Group Worksheet......................................................................... 2-2 Table 2-2 Sample ACD Agent Work Schedule Worksheet (41-05-01)............................... 2-3 Table 2-3 ACD Agent Work Schedule Worksheet (41-05-01)............................................ 2-3 Table 2-4 Sample ACD Assignment Worksheet (41-02-01)............................................... 2-5 Table 2-5 ACD Assignment W ...

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 automatically routes the call to the agent that has been idle the longest. Automatic Call Distribution is much more sophisticated and comprehensive than Department Calling and other group services – it can accurate ...

If an ACD agent is assigned to several different ring groups (Program 22-04-01), while they are logged into the ACD group, they will only receive calls from the ACD ring group. Calls from other ring groups will only ring the agent's extension while they are logged out. SL2100 ISSUE 1.0 1-2 Introduction ...

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 Extension to ACD Groups for each Work Period. 4. Arrange Trunks into incoming Ring Groups. 5. Determine Trunk Work Schedules. 6. Assign incoming Ring Groups to ACD Groups. SECTION 1 ARRANGE EXTENSIONS INTO ACD GROUPS Your first st ...

When a call comes into an ACD Group, it rings each available ACD Agent for a preset time and then routes to the next agent. This preset time is called the Skip Time. The default Skip Time setting is 10 seconds. In ACD Group 1, for example, a call would ring the ACD Agent at extension 105 before trying the next available extension. If 10 seconds is too long to keep callers waiting, shorten the interval. If you want callers to ring for ...

Make additional copies of the Table 2-3 ACD Agent Work Schedule Worksheet (41-05-01) on page 2-3 so you will have enough for all of your work schedules. In the upper right corner of each worksheet, write the number of the corresponding work schedule. 2. Assign Days of the Week to each Work Schedule. In the Day(s) of Week row of each worksheet, indicate which days of the week to use the Work Schedule. The sam ...

3 4 5 6 7 8 SECTION 3 ASSIGN EXTENSIONS FOR EACH WORK PERIOD 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 Work Period durations you have already set up in SET UP WORK SCHEDULES AND WORK PERIODS on page 2-2. Your system automatically implements the schedules and periods ...

Sample ACD Assignment Worksheet (41-02-01) ACD Num- ber (1-128) 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 1 105 1 1 2 107 1 1 3 117 1 1 4 139 2 1 5 109 2 2 2 1 6 111 2 2 2 7 115 2 2 2 Table 2-5 ACD Assignment Worksheet (41-02-01) ACD Assignment Worksheet (41-02-01) ACD Num- ber (1-128) Extension Number For ea ...

ACD Num- ber (1-128) 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 SECTION 4 ARRANGE TRUNKS INTO INCOMING RING GROUPS ACD can be set to automatically answer incoming calls. Incoming trunk calls can automatically route to specific ACD Group (128 trunks ports and 50 Ring groups are available). These types of calls ring directly into ...

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 SECTION 5 DETERMINE TRUNK WORK SCHEDULES 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 2-8. The Trunk Work Schedul ...

The day of the week assignment for each Trunk Work Schedule must correspond to the weekday assignments made in SET UP WORK SCHEDULES AND WORK PERIODS on page 2-2. For example, if Work Schedule 1 is set for Monday through Friday in SET UP WORK SCHEDULES AND WORK PERIODS on page 2-2, that assignment must be reflected in the Trunk Work Schedule. 3. Set the start and stop time of each work period. Enter a start ...

groups. For example, if a call from a priority group rings in when while a normal group call is already ringing, ACD services the priority call first. ACD services multiple priority calls on a first-come, first- served basis. 1. Select the Incoming Trunk Ring Group you want to program. In the Incoming Trunk Ring Group field at the top of the worksheet, enter the ...

P Trunk priority (0 = Normal, 1 ~ 7 = Priority) (41-03-03) WP1 WP2 WP3 WP4 ACD N P ACD N P ACD N P ACD N P 2 1 1 1 1 0 2 0 0 WP5 WP6 WP7 WP8 ACD N P ACD N P ACD N P ACD N P Work periods use the same Work Schedules as ACD Agents. See Table 2-3 ACD Agent Work Schedule Worksheet (41-05-01) on page 2-3. Table 2-12 ACD Incoming Trunk Ring Group Assignment Worksheet (41-03-xx) ACD Incoming Tru ...

41-03-01 Incoming Ring Group Assignment for ACD Group – ACD Group Number For each Incoming Trunk Ring Group (1~50) set up in Program 22-05-01, designate into which ACD Group (1~8) the trunks should ring for each of the eight Work Periods. 41-03-02 Incoming Ring Group Assignment for ACD Group – Night Announcement Service For each Incoming Trunk Ring Group (1~50) set up in Program 22-05-01, designate whether the Nig ...

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 2-6, DETERMINE TRUNK WORK SCHEDULES on page 2-7 and ASSIGN INCOMING TRUNK RING GROUPS TO ACD GROUPS on page 2-8 for information on setting up other trunk types to ring ACD Groups. Trunks can also be transferred to ACD master numbe ...