NEC ELECTRA ELITE IPK II, User Manual

Page: 96 / 1190

Document Revision 4C Electra Elite IPK II
2 - 72 Automatic Call Distribution (ACD)
 If a telephone is not idle, it cannot use the Queue Status Display Programmable Function key.
 The Queue Status Display is not shown and the Queue Alarm is not heard by ACD agents those in
Off-Duty mode.
 To scroll through the ACD groups queue status, the Queue Status Display Programmable Function key
must be used. You cannot scroll when the Queue Status Display appears due to an alarm condition.
 If the Queue Status display and alarm are active and the queued called is answered/disconnected, the
display and alarm continue until the times in Program 41-20-02 and Program 41-20-05 expire.
 When an overflowed call is in queue, the call is included in its original ACD group queue and not in the
group queue to which it overflowed.
 The Queue Status is not displayed on a supervisor’s telephone based on the settings in PRGs
41-20-xx. The supervisor must use the Queue Status Display Programmable Function key to view the
queue.
Programmable Wrap-up Timer
When an agent finishes their call, the system automatically starts a wrap-up timer and blocks any ACD
calls to the agent. This gives them time to complete important logs and records before a new call comes
in. When the time expires, the system returns the agent to the ACD Group to handle new callers.
MIS
The Elite IPK II ACD MIS is a series of Windows-based software programs designed to enhance the
ACD features of the IPK II Telephone System. The software displays both real-time data and historical
reports. Refer to the Electra Elite IPK II ACD MIS Supervisors Manual for more information.
Alarm Send Time Program 41-15-02
determines the length/
interval of the alarm.
Yes
Interval Time of
Queue Status
Display Yes
Class of Service --- Yes
Timing of alarm and
display queue
status Alarm triggered after the
number of calls in
Program 41-15-01 is
exceeded.
Alarm triggered after the
number of calls in
Program 41-20-01 is
exceeded. Then follows
Program 41-20-03
timing for displaying
status.
Feature
Available in Program
41-15-01~02
Available in Program
41-20-01~05