Xen IPK
Features and Specifications Manual
Features and Specifications Manual
A21 – 89
D
oc. N
o. 8201 -
Release
1.0
July 20
03
General:
Calls are answered first in-first out
Calls are distributed to the longest-idle agent or according to the
priority level assigned to an agent.
ACD Plus can be programmed per queue to follow or ignore
night mode.
Maximum programming assignments for ACD Groups and Agents are
listed below:
z
120 Agents per system
z
12 Supervisors per system
z
120 Agents can be assigned to one ACD Group
z
40 Agents and 12 Supervisors can be logged in at the same time.
z
Four ACD Groups per system
GENERAL
DESCRIPTION
AGENT AND SUPERVISOR FUNCTION
Assistance
During an ACD call, An agent can press a programmed Feature Access or
One-touch key to automatically place the active call on hold and call the
supervisor for assistance.
Break Mode
The agent can use a softkey to take a position out of ACD Mode for a break
from work without logging off.
Wrap Mode
The agent can use a softkey to take a momentary break to process the
previous call. This allows the agent to finish paper work and discuss the call
with a supervisor.
Logon/Logoff
An agent can logon by dialling the pilot number for the ACD port and
following displayed prompts. Operating statistics are collected until the
agent performs logoff. The agent can press the logoff softkey on the agent
position to logoff.
Non-ACD Call
An agent or supervisors can receive a transferred call or a call directly from
dial trunks (
e.g
., Tie Line, DID, or DIT). Transferred ACD calls from another
agent or ACD calls on hold by another agent are counted as non-ACD calls
by MIS if they are picked up by agents in another Group.
Headset Answer/Release
An agent using a handset can press a programmed Headset On/Off Line
Key to answer or release an ACD call.
