NEC Univerge SV8100 User manual

AUTOMATIC CALL DISTRIBUTION (ACD)
INSTALLATION MANUAL
INT-2039
Issue 4.0

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and shall not be reproduced without prior written approval from NEC Corporation of
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Copyright 2013
NEC Corporation of America
6535 N. State Highway 161
Irving, TX 75039-2402
Communications Technology Group

ACD Installation Manual i
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TABLE OF CONTENTS
Chapter 1 Introduction
Section 1 What is ACD? ..........................................................................................1-1
1.1 Equitable Distribution of Calls Among Agents .............................................1-1
1.2 Unique Considerations ................................................................................1-2
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 ..........................................2-4
Section 3 Assign Extensions for Each Work Period ............................................2-7
Section 4 Arrange Trunks Into Incoming Ring Groups ......................................2-10
Section 5 Determine Trunk Work Schedules .......................................................2-12
Section 6 Assign Incoming Trunk Ring Groups to ACD Groups ......................2-14
Section 7 Basic Programming ..............................................................................2-17
Section 8 Basic Operations ...................................................................................2-19
8.1 Transferring Calls to an ACD Group .........................................................2-19
8.2 Answering Outside Calls that Ring Your ACD Group ................................2-20
8.3 Agent Log In and Log Out .........................................................................2-20
8.4 Changing ACD Group Assignment ............................................................2-21
Chapter 3 Advanced ACD Features
Section 1 Determining Which Advanced Features Are Needed ..........................3-1
ACD Setup Options ...........................................................................3-3
ACD Skill Based Routing ..................................................................3-7

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ii Table of Contents
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Issue 4.0 UNIVERGE SV8100
ACD Caller ID Based Routing ......................................................... 3-18
Emergency Call ............................................................................. 3-35
Headset Operation (with Automatic Answer) .................................. 3-39
Hotline for ACD Agents ...................................................................3-41
Identification Codes for ACD Agents ..............................................3-45
SIE Key for ACD Groups ................................................................ 3-51
Off-Duty Mode .................................................................................3-55
One-Digit Dial Out ........................................................................... 3-59
Overflow Options ............................................................................3-63
Queue Status Display ..................................................................... 3-83
Supervisor, ACD Group .................................................................. 3-89
Supervisor, ACD System ................................................................ 3-95
Supervisor, DSS Console ............................................................. 3-101
Supervisor Monitor / ACD Monitor ................................................ 3-105
Traffic Reports .............................................................................. 3-107
Wrap-Up Time ...............................................................................3-111
Chapter 4 Programming
Section 1 Before You Start Programming ............................................................. 4-1
Section 2 How to Use This Chapter ....................................................................... 4-1
Section 3 Unique Programming Considerations .................................................. 4-2
Section 4 How to Enter and Exit Programming Mode .......................................... 4-3
4.1 Entering Programming Mode ......................................................................4-3
4.2 Exiting Programming Mode .........................................................................4-4
Section 5 Using Keys to Move Around in the Programs ...................................... 4-5
Section 6 Programming Names and Text Messages ............................................ 4-6
Section 7 Using Softkeys For Programming ......................................................... 4-7

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Section 8 What the Softkey Display Prompts Mean .............................................4-7
Section 9 Programming ...........................................................................................4-8

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iv Table of Contents
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ACD Installation Manual 1 - 1
Introduction
1Introduction
SECTION 1 WHAT 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 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 accurately judge the work
load at each agent and distribute calls accordingly. Automatic Call
Distribution operation is further enhanced by:
ACD Announcements (which play to incoming callers)
ACD Call Queuing
ACD Overflow
Agent Log In and Log Out Services
Call Monitoring
Enhanced DSS Operation
Flexible Time Schedules
Supervisory Functions

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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 user can store these codes under
One-Touch Keys. This provides one-button operation for almost any feature.
To find out more, read the One-Touch Calling and One-Touch Serial Operation
features in your Features and Specifications Manual.
Programmable Keys
When reading an instruction using programmable keys, you will see a notation
similar to (Program 15-07-01 or SC 751: 05). This means that the key requires
function code 05, and you can program this code through Program 15-07-01
or by dialing Service Code 751. Service Code 752 is also used and requires a
previously programmed “751” key to be undefined before the system will
accept the 752 programming (if a key is programmed with a function using the
751 code, undefine the key using 751 + 000). Refer to the Programmable
Function Keys feature in your Features and Specifications Manual if you need
more information.
Using Handsfree
The manual assumes each extension has Automatic Handsfree. This lets a
user just press a line key or the SPEAKER key to answer or place a call. For
extensions without Automatic Handsfree, the user must:
Lift the handset or press the SPEAKER key for Intercom dial tone
Lift the handset or press the SPEAKER key, then press a line key for
trunk dial tone
ACD Agents and Non-ACD Ring Groups
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.

ACD Installation Manual 2 - 1
Setting Up ACD for the First Time
2Setting 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 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 step in setting up ACD is to find out how many ACD Groups you
need and which extensions should be in each group. Use the ACD Group
Worksheet on page 2-3 and the Sample ACD Group Worksheet on page
2-3 to arrange extensions into ACD Groups.
ACD requires that the CD-CP00-US have the ACD license.
There are 512 ACD Agents, 64 ACD Groups and 100 Trunk Groups.
1. Select the ACD Group Number.
The system allows up to 64 ACD Groups. You can have up to 512
ACD agents. You can put any agent in any group. In addition, an
agent can be logged into only one group at a time, but a SIE key can
be programmed for other groups. This allows, for example, a
Technical Service representation to answer Customer Service calls
at lunch time when many of the Customer Service reps are
unavailable.

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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. Refer to Assign
Extensions for Each Work Period on page 2-7.
The Sample ACD Group Worksheet on page 2-3 shows extensions 105, 107,
117 and 139 in ACD Group 1. Extensions 109, 111 and 115 are shown in ACD
Group 2.
2. Choose an ACD Master Number.
The ACD Master Number is the extension number for the ACD Group. Calls
transferred to an ACD Master Number enter that ACD Group and are routed to
the group member extensions accordingly. Although the master number can be
any valid extension number, it is recommended you choose a number that is not
in close sequence with those numbers typical for that group of member
extensions.
In the ACD Group Worksheet on page 2-3,enter the Master Number for each of
the ACD Groups. The sample worksheet below uses 3998 for ACD Group 1 and
3999 for ACD Group 2.
3. Enter an ACD Group Name.
In the ACD Group Worksheet, enter a name for each group. The sample
worksheet below uses Tech Service for ACD Group 1 and Customer Support for
ACD Group 2.
4. Set the Skip Time.
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 more than 10
seconds, lengthen the Skip Time interval. Your Skip Time setting is the same for
all ACD Groups.
In the ACD Group Worksheet, enter the Skip Time interval. The sample
worksheet below uses 10 seconds for the Skip Time.

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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
13998 Tech Service 105, 107, 117, 139
23999 Customer Support 109, 111, 115
Skip Time Interval (41-14-10) 10
1Indicate if extension is a member of more than one ACD Group.
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

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SECTION 2 SET UPWORK SCHEDULES AND WORK PERIODS
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 Work Schedule.
Each day of the week has one Work Schedule.
Different days can share the same Work Schedule.
For example, you can designate two Work Periods for the work week, Monday
through Friday. Work Period 1 can be from 8:00 AM to 5:00 PM, when your business
is open. Work Period 2 can be from 5:00 PM to 8:00 AM, when your business is
closed.
Use the ACD Agent Work Schedule Worksheet (41-05-01) on page 2-6 to set up your
Work Schedules and Work Periods. Refer to Sample ACD Agent Work Schedule
Worksheet (41-05-01) on page 2-6.
To set up the work schedule for trunks, refer to Determine Trunk Work Schedules on page 2-12.
Skip Time Interval (41-14-10)
1Indicate if extension is a member of more than one ACD Group.
ACD Group Worksheet (Continued)
ACD Group
Number (1-64)
(41-02-01)
ACD Master
Number
(11-17-01)
ACD Group
Name Member Extensions
(41-02-01)1

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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 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 sample worksheet is for Monday through Friday.
3. Set the start and stop time of each work Period.
Enter a start and stop time for each Work Period. Keep in mind that if you leave
holes in your Work Schedule, there will be periods during the day when no ACD
service is available. Try to accommodate the typical divisions of time during the
day. For example, the sample worksheet below shows five Work Periods
corresponding to mornings (1), lunch (2), afternoons (3), evenings (4) and late
night (5).

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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
18:00 AM Noon
2Noon 1:00 PM
31:00 PM 5:00 PM
45:00 PM Midnight
5Midnight 8:00 AM
ACD Agent Work Schedule Worksheet (41-05-01)
ACD Work Schedule Number (1-4)
Day(s) of Week (41-07-01)
Work Period Start Time End Time
1
2
3
4
5
6
7
8

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ACD Installation Manual 2 - 7
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 2-4. Your system automatically
implements the schedules and periods you have set up.
Use the ACD Assignment Worksheet (41-02-01) on page 2-9 and the Sample ACD
Assignment Worksheet (41-02-01) on page 2-8 to assign ACD Groups and the
member extensions for each daily Work Period.
1. Enter the extension number in an ACD Group.
In the Extension column of the worksheet, enter the extension you entered in
the ACD Group Worksheet on page 2-3. Make additional copies of the ACD
Assignment Worksheet as required. The sample worksheet below includes
extensions 105, 107, 117, 139, 109, 111, and 115. To make it easier to visualize
the groups, the extensions are entered consecutively by ACD Group.
2. Enter an ACD Number for each extension number.
ACD numbers are software assignments the system needs when configuring
ACD. There are 512 possible ACD numbers. Wherever possible, try to make
your ACD numbers in consecutive order.
ACD Agent Work Schedule Worksheet (41-05-01)
ACD Work Schedule Number (1-4)
Day(s) of Week (41-07-01)
Work Period Start Time End Time
1
2
3
4
5
6
7
8

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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
Set up the ACD groups by assigning extensions to ACD Groups for each Work
Period. For example, if you assign four extensions to the same ACD Group for
the same Work Period, the extensions function together as an integrated ACD
group. You have great flexibility in which extensions are in each group for
different times of the day.
Using the ACD Assignment Worksheet (41-02-01) on page 2-9, enter the ACD
Group number (1~64) for each extension for each available Work Period
WP1~WP8. Refer to ACD Agent Work Schedule Worksheet (41-05-01) on page
2-6 to review Work Schedule setup.
In the sample below, extension ports 105, 107 and 117 are in ACD Group 1 for
WP1 (morning) and WP3 (afternoon). These extensions are not part of the
group during lunch, evenings or late night. Extension 139 covers group 1 calls
during the evenings. ACD Group 1 is unavailable during lunch. Extensions 109,
111 and115 are in ACD Group 2 from 8:00 AM to 5:00 PM. Extension 109 is part
of ACD Group 1 in the evening, and extension 139 is part of ACD Group 2
during lunch.
Sample 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
1105 1 1
2107 1 1
3117 1 1
4139 2 1
5109 2221
6111 222
7115 222

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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

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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 (200 trunks ports
and 100 Ring groups are available). These types of calls ring directly into the ACD
Group without being transferred by a co-worker or the Automated Attendant. Calls
can route directly to ACD:
Assign the trunk to an Incoming Trunk Ring Group (in this section).
Set up the trunk work schedules (Refer to Determine Trunk Work Schedules on
page 2-12.)
Assign Incoming Ring Groups to ACD Groups (Refer to Assign Incoming Trunk
Ring Groups to ACD Groups on page 2-14.)
DISA, DID and tie trunks can ring an ACD master number directly.
Use the ACD Incoming Trunk Ring Group Worksheet (22-05-01) on page 2-11 and
the sample below when completing this step.
1. Determine which trunks you want answered by ACD Groups.
In the Trunk Port column of the worksheet, enter the number of each trunk you
want ACD to automatically answer. In the example below, trunks 1 and 2 will be
automatically answered by ACD.
2. Assign the trunk ports to Incoming Ring Groups.
In the Incoming Ring Group columns, enter the Incoming Trunk Ring Group for
each trunk port, for each Night Service mode. Trunks that have the same basic
function and that will be assigned the same priority in Assign Incoming Trunk
Ring Groups to ACD Groups on page 2-14 should be in the same incoming Ring
Group.
For example, if you have trunks 1~4 that will be primarily answered by the same
ACD Group, put trunks 1~4 in the same incoming group.
You can mix assignments if the trunks have different functions during the different
Night Service modes.) In the example below, trunk 1 is in incoming group 2, while
trunk 2 is in incoming group 3.
Assign Incoming Trunk Ring Groups to ACD Groups on page 2-14 sets the Incoming
Trunk Ring Group priority. Priority groups always have precedence over normal
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. Keep this in mind when assigning the trunk
ports to incoming Ring Groups.