NEC I-Series Manuel utilisateur

ACD

User Guide

92600ACDU03

92600ACDU03.qxd 3/12/01 11:14 AM Page 1

Answering Outside Calls . . .

1. Lift handset.

●

Press the flashing line key if not connected.

●

If your ACD Group has Automatic Answer

enabled and you are using a customer-

provided headset, the next call waiting is

picked up as soon as you press SPK.

Keyset

1. + .

1. + (ACD Log On/Off).

DSL or SLT

1. Lift handset.

2. Dial .

Log your extension

into the ACD Group:

Answer an outside call

ringing your ACD Group:

Answering Calls

92600ACDU03.qxd 3/12/01 11:14 AM Page 2

Keyset

1. + .

1. + (ACD Log On/Off).

2. to log out.

2. to cancel and return to the group.

DSL or SLT

1. Lift handset.

2. .

3. to log out.

3. to cancel and return to the group.

Work Time

Work Time temporarily busies-out your phone so that you can work at

your desk uninterrupted. This gives you time to fill out important logs and

records as soon as you are finished with your call. There are two types of

Work Time - Manual and Automatic. Manual Work Time allows you to

put your phone in Work Time. With Automatic Work Time the telephone

system puts your phone in Work Time as soon as you hang up from a call.

The type of Work Time you have is determined by system programming.

Log your extension

out of the ACD Group:

Handling Your Calls

92600ACDU03.qxd 3/12/01 11:14 AM Page 3

Keyset

1. (Work Time).

1. + .

SLT/DSL

1. Lift handset.

2. Dial .

Keyset

1. (Work Time).

1. + .

SLT/DSL

1. Lift handset.

2. Dial .

Rest Mode

Rest Mode temporarily logs your phone out of your ACD Group. This

may be required if you get called away for your desk. There are two types

of Rest Mode - Manual and Automatic. Manual Rest Mode allows you to

temporarily log out of your ACD Group. When Automatic Rest Mode is

Cancel Work Time:

Activate Work Time:

Handling Your Calls (cont’d)

92600ACDU03.qxd 3/12/01 11:14 AM Page 4

enabled, the system automatically puts your phone in Rest Mode if it is not

answered. This ensures that callers won’t have to wait while ACD rings

your extension when you’re not there. The type of Rest Mode you have is

determined by system programming.

Keyset

1. (Rest Mode).

1. + .

SLT/DSL

1. Lift handset.

2. Dial .

Keyset

1. (Rest Mode).

1. + .

SLT/DSL

1. Lift handset.

2. Dial .

Cancel Rest Mode:

To activate Rest Mode:

Handling Your Calls (cont’d)

92600ACDU03.qxd 3/12/01 11:14 AM Page 5

Reroute Your Calls . . .

Transfer

1. At keyset or DSL, press .

1. At SLT, hookflash.

●

You hear Transfer dial tone.

2. Dial ACD Group Master Number.

●

You can press a One-Touch Key for

the master number instead.

3. Hang up.

Check the Status of the ACD Group . . .

When all agents in an ACD Group are unavail-

able, an incoming call will queue and cause the

Queue Status Display to appear on any display

phones programmed to receive it. The Queue

Status Display shows the number of calls

queued for an available agent, the trunk that

has been waiting the longest, and how long it

has been waiting. This feature works automati-

cally once it’s enabled in system programming.

Queue Status Display

Transfer a call to an

ACD Group:

Handling Your Calls (cont’d)

92600ACDU03.qxd 3/12/01 11:14 AM Page 6

The information displays on your telephone as follows:

Call your Supervisor by an Emergency Call . . .

If you need assistance with a caller, place an Emergency Call to your

ACD Group Supervisor. Once the supervisor answers the Emergency

Call, they automatically monitor both you and the caller. If you need

assistance, the supervisor can press their Emergency Call key and join in

the conversation.

1. While talking to your caller, press

(Emergency Call).

●

The Emergency Call key lights steadily

and the display shows: EMG CALL

CALLING

●

The Emergency Call key on your ACD

Group Supervisor’s phone flashes fast.

Place an Emergency

Call to your ACD

Group Supervisor:

002 LINE-001 01:30

The number of

calls in queue.

Name of trunk that has

been queued the longest.

How long the longest queued

call has been waiting.

This part of the display periodically

disappears and then refreshes.

Handling Your Calls (cont’d)

92600ACDU03.qxd 3/12/01 11:14 AM Page 7

April 2001

Printed in U.S.A.

P/N 92600ACDU03

Issue 1-0

NEC America Inc., Corporate Networks Group

4 Forest Parkway, Shelton, CT 06484

TEL: 203-926-5400 FAX: 203-929-0535

cng.nec.com

92600ACDU03.qxd 3/12/01 11:14 AM Page 8

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