NEC SV8500, Programming Manual

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C-68A CALL WAITING INDICATION - LCD DISPLAY/CW LAMP - ACD
C-68A CALL WAITING INDICATION - LCD DISPLAY/CW LAMP - ACD
GENERAL DESCRIPTION
This feature provides visual indication of a split’s current queue depth by the use of the
CW
lamp (Call Waiting) and
the position’s display. The CW lamp is always operative but can only provide an approximate indication of the queue
depth. The position’s display can show the current queue depth precisely but the display is provided periodically as
the agent processes calls. An optional Call Waiting Key may be programmed and will generate a display of the cur-
rent queue depth when pressed.
OPERATING PROCEDURE
1. When the number of ACD calls in a split’s queue is greater than or equal to the call-waiting-on threshold, the
CW
lamp is turned on.
2. When the number of ACD calls in the split’s queue is greater than or equal to the call-waiting-flash threshold,
the
CW
lamp flashes. A database setting can enable a chime to sound at positions in the WORK mode when the
lamp comes on or begins flashing. For more detailed information, refer to “Call Waiting Lamp with Chime [C-
110]”.
3. Each time an ACD agent or supervisor is assigned a new call or each time they go into Work mode, the number
of calls waiting in the split’s queue is displayed on their position.
4. When an agent or supervisor presses the LOGON key while engaged in a call, the calling party identification
of the original incoming ACD call (trunk calls only) is displayed for that position followed by the number of
calls waiting in the split queue.
5. For an on-demand display of the current queue depth and longest waiting caller the agent may press the Call
Waiting Key while in any mode.
SERVICE CONDITIONS
1. The lighting of the
CW
lamp may be somewhat delayed and is not intended to depict instantaneous queue status.
2. Queue depth is only displayed on an agent’s position when there are calls waiting in the split queue.
3. Split data must be set for the desired threshold of calls in queue required to make the
CW
lamp illuminate or
flash to indicate call thresholds have been exceeded.
4. The call waiting indication can be provided on the Dterm agent or supervisor console in any unused program-
mable line appearance.
5. The DLC and ELC line cards must be of the proper version to provide “call waiting indication”.