Vodavi XTS-IP Technical Information download pdf (Page 371)

Automatic Call Distribution 4-5

Chapter 4 - Call Distribution - ACD/UCD

There are two methods for stations not assigned to the ACD Group to monitor the ACD Calls

In Queue Status Display. The first method requires pressing one preprogrammed flexible

button, or dialing the feature code, followed by entering the ACD group number that you

desire to monitor. The second method uses one or more preprogrammed flexible buttons to

immediately access ACD Calls In Queue Status Display(s) with a single press of the flexible

button. This second method allows a supervisor to more quickly monitor a specific ACD

group or switch between monitoring of several groups under their supervision.

First Method - From an idle key telephone:

1. Dial [567] on the dial pad,

-or-

Press the preprogrammed flexible button.

2. Dial the ACD group number (5XX). ON/OFF button LED lights steady.

 The ACD Calls In Queue Status Display shows the following information:

5XX = ACD Group (550-565)

 This idle display tells the agent and/or their supervisor how many calls are in queue.

3. Replace handset or press ON/OFF button to terminate the display.

Second Method - From an idle key telephone:

The preprogrammed flexible button for the ACD group being monitored will flash at 240 ipm

indicating that there are calls in queue.

1. Press the preprogrammed flexible button. The ACD Calls In Queue Status display shows

the following:

5XX = ACD Group (550-565)

The idle display tells the agent and/or their supervisor how many calls are in queue.

The user assigns an ACD CALLS IN QUEUE DISPLAY flexible button by dialing [579]+[XXX].

(XXX is the ACD group number 550-565.)

2. Replace the handset or press the ON/OFF button to terminate the display.

Conditions

»

AnyACDstationcanhaveabuttonassignedtoviewthecallsinqueueforanyACDgroup.

ACD5XX 00 CALLS IN QUEUE

MMM DD YY HH:MM am

ACD5XX 00 CALLS IN QUEUE

MMM DD YY HH:MM am

1 2 ... 366 367 368 369 370 371 372 373 374 375 376 ... 625 626

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