Summit & Summit 800
Feature Description and Operation Manual
Issue 1.2
39
2.7.12.2 Agent Status Control
Description
An ACD Supervisor can view and control the status of Agents in the group with a
{GROUP
STATUS}
button.
Operation
Supervisor iPECS IP & LDP Phones
To assign a {GROUP STATUS} button at the Supervisor
[TRANS/PGM]
+
{FLEX}
+ “576” + “Group Number” +
[HOLD/SAVE]
To view/control Agent Status
1. Lift the handset or press the
[SPEAKER]
button,
2. Press the
{GROUP STATUS}
button,
[1] ACD STATUS
[2] ACD DATABASE
[3] ACD DUTY
[#] ACD PRINT
3. Dial “3”, the Agent Duty code, the LCD menu will update:
[1] DUTY STATUS
[2] DUTY ON/OFF
[#] DUTY PRINT
To view Agent Status
1. Dial “1”, the Agent Status Code,
ACD STATUS : XXX
TOTAL CALLS : XXX
2. Press
[VOL UP]
or
[VOL DOWN]
for:
−
Number of ACD calls served
−
Number of unanswered ACD Calls
−
Average ring time before answer
−
Average ACD call service time after answer.
3. Press the “*” key to view the status of the next Agent,
