STARPLUS Triad 1, Product Description Manual

Page: 130 / 496

5-16 Automatic Call Distribution
Chapter 5 - Electronic Telephone Operation
Supervisor Queue Status Display
The Supervisor Calls in Queue Status Display feature provides a means for an ACD supervisor
to view the status of their ACD group.
This display is an idle state display that provides an indication to a supervisor that agents in
the group are having problems answering all their calls. The display tells the supervisor how
many calls are in queue, how many agents are logged into the ACD group, and the length of
time that the oldest call has been in queue.
To activate the supervisor Queue Status display:
Dial the Supervisor Calls in Queue Status Display feature code [577] on the dial pad,
followed by the ACD Group number (550-565) that the supervisor wants to observe.
-or-
Press the preprogrammed flexible button.
The ON/OFF button LED lights steady and the Queue Status display shows the following
information:
XXXX = ACD Group number
CC = Number of calls in queue
AA = Number of agents logged in
HH:MM:SS = Time length of oldest call in hours, minutes and seconds
To change the display to another group:
Dial [577] on the dial pad, followed by the ACD group number (550-565) that the
supervisor wants to observe.
-or-
Press the preprogrammed flexible button.
Conditions
To receive the supervisor queue status display, the station must be logged in as a
supervisor and the supervisor flexible code must be used.
ACD supervisors receive the queue status display in real time.
The queue status display is only given when the ACD group member or supervisor’s
station is not receiving a higher priority display, such as HELP or Out-Of-Service, or other
applicable off-hook events are taking place at the station.
The supervisor queue status display is saved in battery-backed memory.
When a supervisor logs out of the group presently displayed, they must enter a new
request for queue status display.
X X XX : C I Q : CC AG E N T ( S ) : A A
O L D E S T C AL L :
HH :MM : SS