Vodavi XTS-IP Technical Information download pdf (Page 374)

4-8 Automatic Call Distribution

Chapter 4 - Call Distribution - ACD/UCD

»

The qualify code must be entered during CO talk state.

»

The CALL QUALIFIER button is programmed using a flexible code [570]+[###] or the

flexible code and the last three digits of a speed bin number [570]+[YYY]. The speed bin

number can also have the Call Qualifier code.

ACD Member Status

Description

The ACD Member Status feature provides a means for an ACD supervisor to view the status of

the 16 ACD groups in the system, individually. This display tells the supervisor which stations

are logged into the group, and if the stations logged in are available, unavailable, out-of-

service, in DND, or busy on a call. The supervisor can use this display to determine why there

are a lot of queued calls in a specific group.

Operation

Any station (Supervisor or Agent) logged onto the ACD group views the group members

display as follows:

1. Dial the ACD Group Member Status code [573] on the dial pad,

-or-

Press preprogrammed flexible button. Display shows ACD Group 5XX (XX=ACD group #).

The status of the ACD agents is displayed with a letter following the station number

where the agent is logged in.

(N) = Not Equipped

(D) = Do not Disturb

(O) = Out of service

(U) = Unavailable

(B) = Busy on a call

(A) = Available

NOTE -- If an Agent makes a call while out of service, their status is out of service,

not busy.

2. Press [

✳

]toscrolluptothenextACDGroup.IfmorethaneightmembersareintheACD

group, the next depression of the [

✳

] displays the additional members,

-or-

Press [#] to scroll down to the previous ACD Group. To return to an idle display, the

Supervisor/Agent station goes to on-hook condition.

Conditions

»

The ACD Group Members Status display is updated at the time the code is dialed.

»

If an agent made a call while out of service, the status would be out of service, not busy.

ACD5XX: 110A 111A 112A

113O 114U 115D 116B 117N

1 2 ... 369 370 371 372 373 374 375 376 377 378 379 ... 625 626

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