Ericsson iPECS-100 - 2.16 AUTO CALL RECORDING

iPECS-LIK
Feature Description & Operation Manual
Issue 6.1
40
2.5.11.6 Agent Status Control
Description
An ACD Supervisor can view and control the status of Agents in the group.
Operation
Supervisor iPECS Phone
To assign a {GROUP STATUS} button at the Supervisor
1. [PGM] + {FLEX} + “576” + “Group Number” + [SAVE]
To view/control Agent Status
1. Lift the handset or press the [SPEAKER] button,
2. Press the {GROUP STATUS} button,
[1] ACD STATUS
[2] ACD DATABASE
[3] ACD DUTY
[#] ACD PRINT
3. Dial “3”, Agent Code, the LCD menu will update:
[1] DUTY STATUS
[2] DUTY ON/OFF
[#] DUTY PRINT
To view Agent Status
1. Dial “1”, Agent Status Code,
ACD STATUS : XXX
TOTAL CALLS : XXX
2. Press [VOL UP] or [VOL DWN] for:
– Number of ACD calls served
– Number of unanswered ACD Calls
– Average ring time before answer
– Average ACD call service time after answer.
3. Press the “*” key for a next agent selection,
To control Agent duty status
1. Dial “3”, ACD Agent Duty Code,
2. Dial “2” for Duty ON/OFF,
3. Dial “0” or “1”, (“0”: Off Duty, “1”: On Duty).
Conditions
1. The Supervisor must be assigned as a Supervisor for the ACD Group and be
logged into the group to access the Group Status display information.
Programming
NUMBERING PLAN
1
ACD Group Status Code (PGM 107-Btn 7)
STATION GROUPS
1
ACD Group (PGM 191)