ACD contact center features
200 Communication Manager Guide to ACD Call Centers
Detailed description
There are two types of Queue Status Indications:
●
Number of queued calls (NQC) – The system report the total number of calls, excluding
direct agent calls (DACs), in queue at a hunt group.
●
Oldest queued time (OQT) – The system reports the time in queue of the oldest call in a
split/skill queue.
You can also use auxiliary queue warning lamps to provide both types of indications. Install
the lamps at any location convenient to agents and supervisors.
If a queue status threshold is reached, the lamp next to the associated button flashes. If
calls are queued but the threshold is not reached, the lamp lights steadily. If no calls are
queued, the lamp goes dark.
If the OQT or NQC button on a telephone or console with display is pressed, the following
information is briefly displayed:
●
Split/skill name (or extension, if name is not assigned)
●
Oldest queued time
●
Number of queued calls
You can use Queue Status Indications to provide status information for attendant groups or
other hunt group types (DDC and UCD). With attendant groups, the button names (AQT
and AQC) are different than for split/skill queues, the display shows OPERATOR instead of
the split/skill name or extension, and all status information applies to the attendant group
queue.
If you need to know how many queue status buttons have been administered, or how
many your system will allow you to administer, check page 5 of the System Capacity form.
Interactions
Attendant and Telephone Display Timers
The timer and the queue status information can be displayed at the same time. On 1-line
displays, the timer is displayed in the last eight display positions and the number of queued
calls is not displayed. On 2-line displays, the timer is displayed on the first line and the
queue status information is displayed on the second line.
CMS
When you use CMS to move an agent from one split/skill to another, all buttons associated
with the first split/skill, including NQC and OQT buttons, become associated with the
second split/skill.
