LG-Ericsson ipldk-60, Feature Description And Operation Manual

Page: 114 / 512

Issue 2.2
Feature Description and Operation Manual
106
To monitor an agent's conversation at ACD supervisor,
1. Call the busy agent and receive busy tone.
2. Press [ACD Status] Flexible button.
3. The supervisor can monitor the agent, but will not send audio to the agent.
To Record an agent's conversation at ACD supervisor,
1. Call the busy agent and receive busy tone.
2. Press [ACD Status] Flexible button.
3. The supervisor can monitor the agent, but will not send audio to the agent.
4. Press [Two-Way Record] button.
5. To terminate recording, press the [Two-way Record] button or hang-up. Recording
is stored in the ACD Supervisor station VMIB Voice mailbox.
In addition, the Supervisor Menu allows the ACD Supervisor to view group status, view and
modify queued call routing, view and modify the status of Agents, and request output of ACD
Reports (refer to Ref. A).
To view ACD group Status,
1. Press the idle [ACD Status] button.
2. The Supervisor Menu displays:
[1] ACD STATUS
[2] ACD DATABASE
[3] ACD DUTY
[#] ACD PRINT
3. Dial ‘1’, the ACD Group status displays as below, use the [VOL UP]/[VOL DWN]
button to scroll.

Total Calls

Average Call Time

Average Ring Time

Busy Count and Time

Number of calls in queue,

Average and Longest Queued Time

Unanswered Call Count
To view and modify queued call re-routing or Wrap-up Time,
1. Press the idle [ACD Status] button.
2. The Supervisor Menu displays.
3. Dial ‘2’, the ACD database menu displays.
[1] OVRFL DESTINATION
[2] OVERFLOW TIME
[3] WRAP_UP TIME
4. Select the database item, scrolling with the [VOL UP]/[VOL DWN] button.
5. Enter new data.
6. Press the [HOLD/SAVE] button.
To view Agent status or modify status,