8
ACD Supervisor Features
To join the conversation in a
true Conference mode
:
Depress the MUTE button.
Queue Status
This feature allows an ACD supervisor to view the status of
their ACD group. This display is an idle state display and will
prompt a supervisor that a group is having problems
answering all their calls. The display will tell the supervisor
how many calls are in queue, how many agents are logged
into the ACD group, and the length of time in minutes that
the oldest call has been in queue.
Figure 6: ACD Queue Status Display
For the supervisor station logged into the ACD group to
obtain the calls in queue display:
Dial the Queue Status code [577] followed by the ACD
group (550-565) that the supervisor wants to observe,
or press QUEUE STATUS Flexible button (if pre-
programmed).
The use of Supervisor Monitor with Barge-In is limited by
federal law and may also be limited or prohibited by
state or local laws. Check the relevant laws in your area
before employing these features. A change in volume
may occur on the CO Line or intercom call after the
barge-in occurs
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