iPECS-CM
ACD & CTI Feature Description and Operation
Issue 3.5
34
4.4
Supervisor Overflow Count Control
Description
The ACD Supervisor can change the Overflow Call count. The Overflow Call count determines
the number of calls in queue required to cause Overflow of calls from the group. In addition,
when the Supervisor only needs to view the Overflow Call Count, an Overflow Call Count display
Flex button can be assigned. With this Flex button, the Supervisor can only view the count.
Operation
iPECS Multi-button phone
To assign a Flex button for {ACD Supervisor ACD Q Overflow Count Change} operation using the
Extension User program:
[PGM]
+ {FLEX} + Button Feature Type (2) + Feature Code {ACD Supervisor ACD Q Overflow Count
Change} +
[SAVE]
To change the Overflow Call count:
1.
Press the programmed {ACD Supervisor ACD Q Overflow Count Change} Flex button.
2.
Enter Password if the Password option is enabled. The LCD displays the count as
“Overflow Q count (0~500) 500”.
3.
Enter the desired number of waiting calls (0 ~ 500). If less than three digits are entered,
press the ‘#’ dial pad button as an end of entry button. For example, to enter a call count
of 7, enter 7# or 007.
To Display Waiting Call Count
To assign a Flex button for {ACD Supervisor Display Q Wait Count} operation using the
Extension User program:
[PGM]
+ {FLEX} + Button Feature Type (2) + Feature Code {ACD Supervisor Display Q Wait Count}
+
[SAVE]
To view the Overflow Call Count:
1.
Press the programmed {ACD Supervisor Display Q Wait Count} Flex button. The current
count of waiting calls displays in the LCD.
Conditions
The Overflow Call Count can be set by the ACD Supervisor as well as in WMS.
Related WMS Menu
Data Management
> ACD/CTI Information > ACD Group Attribute > “Overflow Call Count”
> ACD/CTI Information > ACD Group Attribute > “Password Usage on
Supervisor Mode Change”
> Extension Information > Number (DN) Information > DN Attribute >
“Extension Password”
