Vodavi XTS-IP Technical Information download pdf (Page 370)

4-4 Automatic Call Distribution

Chapter 4 - Call Distribution - ACD/UCD

Conditions

»

Up to five (5) messages can be left at any supervisor station.

»

The supervisor can cancel a Help request signal by pressing their flashing HELP button. A

call is placed to the agent requesting Help. If the agent is on a call, the supervisor can

press the BARGE-IN button to monitor the call or give assistance.

»

A flexible button must be programmed for this feature.

»

Only Digital Telephones can activate this feature.

ACD/UCD Calls In Queue Status Display

Description

This feature allows an ACD station (12/24 button executive only) to monitor the calls in queue

information for a particular group. The button LED indicates that there are calls in queue.

The agent automatically receives an enhanced Calls in Queue display on the LCD whenever

there is a call in queue. The display shows the following:

5XX = ACD Group (550-565)

CIQ: XX = Calls in queue

AGENT(S): XX = Agents logged in

OC: HH:MM:SS = Oldest call in hours, minutes and seconds

Refer to “UCDCallsInQueueDisplay” on page 4-46 for UCD-specific information.

Related Information

Operation

In-service ACD agents and the assigned overflow station automatically see the quantity of

calls in queue on the LCD of their station for the ACD group of which they are a member. If

every member of the ACD group is busy and calls are in queue, the Supervisor/Agent Queue

Status display is seen at all ACD members of that group.

5XX: CIQ: XX AGENT(S): XX

OC: HH:MM:SS

Quick Reference

➡

Flash 60 Button #5 Calls in Queue Threshold (Refer to

“Calls in Queue

Threshold” on page 4-13

.)

This feature cannot be used with a call in progress. The station is considered busy for

incoming calls during this operation. Each time this feature is used, wrap-up is started.

If an ACD member is taken out of the group (e.g., DND, All Call Forward, Unavailable,

etc.) they do not receive calls in queue information.

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