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DIGITAL KEY TELEPHONE / USER’S GUIDE KD, KD/E, LKD Series
Automatic Call Distribution (ACD) Operation
(
＊
)
A separate or common supervisor can be assigned in a UCD group and the assigned supervisor
Button
Procedures
Range
A separate or common supervisor can be assigned in a UCD group, and the assigned supervisor
can monitor and change the status of UCD group.
The ACD status key can be programmed onto a Supervisor
station, the Supervisor must be a digital display telephone.
(The Supervisor can be assigned by PGM 48-BTN 13)
To program {ACD} button at the supervisor station,
[TRANS/PGM] + flexible [TRANS/PGM] +
8
＊
+
[TRANS/PGM] + flexible [TRANS/PGM] +
8
+
[HOLD/SAVE]
To use the ACD Status key to monitor agents,
●
Dial the agent station to be monitored, or press the DSS key
for the agent.
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On hearing busy tone, press the ACD key.
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Three busts if tone will be heard by the agent, and the caller
will now be monitoring the agent’s conversation.
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At this point, your MUTE button will be alight, your phone will
p
y
g
y
p
be muted, so that the agent and caller will not be able to hear
anything from your telephone.
It is not possible to disable this mute during monitoring.
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The three busts of tone can be disabled with programming.
(PGM 21-BTN 2)
To use the ACD Status key for group statistics,
(With the Supervisor’s phone on-hook,)
P
th ACD St t
k
●
Press the ACD Status key.
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You will see the following display;
Where GGG is the group number. If the phone is the Supervisor
for more than one group, you can use the Volume key to arrow
up or down through the groups.
ACD STATUS (GGG)
STAT: 1 DB: 2 DUTY: 3 PRT: #
For statistics, dial 1.
The bottom line will show the group statistics. There are a number
of these available, to scroll through them, you can press the down
arrow on the Volume key.
The statistics available are;
TOTAL CALLS x
This shows the total calls presented to the group.
AVE CALL TIME xx:xx
This is the average conversation time for calls within the group,
shown in minutes and seconds
System Featu
r
39
shown in minutes and seconds.
AVE RING TIME xx:xx
This is the average ringing time for calls presented to the group,
before they are answered.
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