IP LDK-20 Programming Manual System Feature
115
2.6.7 ACD (Automatic Call Distribution)
Description
A separate supervisor or common supervisor can be assigned in UCD group. And, the supervisor can
monitor the status of the group. When a call is queued to a group for longer than a predefined time or
when a predefined number of calls are queued, the supervisor's LCD will indicate the number of calls
in queue, and the queued time for the longest queue. The supervisor can change overflow destination
and timing. The system will provide traffic (see Ref.1) and on line status reports, based on the
supervisor's request for the UCD group including the following group statistics:
-
Total calls
-
Number of unanswered calls
-
Average and the longest queued calls
-
Number and total time when all agents are busy
-
Average ringing time before answer
-
Average service time after answer
Operation
To monitor an agent's conversation at ACD supervisor,
1. Call the busy agent and receive busy tone.
2. Press
{ACD}
flexible button.
3. The supervisor can monitor the agent, but will not send audio to the agent.
To report ACD status,
1. Press the
{ACD}
flexible button.
2. Dial ACD Status Feature code.
(1-Status / 2-Database / 3-Duty / #-Print)
In the Status mode, the supervisor can initialize the group statistics by pressing the
[MUTE]
button.
Condition
1. The user should assign a flexible button for {ACD}
[TRANS/PGM] + Flex. BTN + [TRANS/PGM] + 8• + ACD Group No + [HOLD/SAVE]
2. The user can see the group status by ACD supervisor or by printing periodically to RS-232C print.
3. To print ACD statistics periodically, set the ACD Print Timer (PGM 161-FLEX 10: 10sec base)
4. The agents can also print and view the ACD statistics as the supervisor.
5. The agent can login and logout using Hot Desk feature.
Reference
1. Traffic Analysis : 2.18
Admin Programming
n
Station Group Assign
4.6.1 (PGM 190)
n
Station Group Attribute
4.6.2 (PGM 191)
n
ACD Print Enable
4.4.2.9 (PGM 161 – FLEX 9)
n
ACD Print Timer
4.4.2.10 (PGM 161 – FLEX 10)
n
ACD Clear Database after Print
4.4.2.11 (PGM 161 – FLEX 11)
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