Altigen CDR Search 4.0, Руководство пользователя

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Call Handling
Center 4.0 User Guide 37
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The window consists of the following displays and buttons:
• The Workgroup Status panel displays statistical information about
the current workgroup. Above the panel are tabs that allow you to
switch the view between the workgroups you’re logged in to.
The statistics are self-explanatory, except perhaps it needs to be noted
that the Service Level represents the percentage of workgroup calls
taken out of queue before the Threshold time has expired.
• The Call Status panel displays the status of the currently active call, a
list of any calls on hold, and the current time. The states are described
on page 11.
• The Directory panel has two tabs: one showing a log of current calls,
the other showing a log of current and past voice mails.
• The Dial functions provide buttons to place, hold or redial calls
• The Call Handling buttons provide call functions such as transferring
the call or sending it to voice mail.
• The Configuration button allows you to customize AltiAgent
settings. See “Configuring Your Station Settings” on page 53.
• The Monitor button provides a view into extension or workgroup
activity and provides access to past call logs.
• The Data button allows you to display data associated with the calls,
to send web pages or URLs to the user, or to share web pages.
• The Ready button tells the system you are ready to receive workgroup
calls.
• The Wait button tells the system not to send workgroup calls to your
extension.
• The Login/Logout button allows you to login in to different
workgroups and/or log out of current workgroups.
Call Handling
The basic call handling features and functions are the same for workgroup
agent as they are for the desktop user. See “Handling Calls” on page 17 for
further information.
This section discusses workgroup member options that are not available to
the desktop user.