iPECS iPECS-LIK - Agent Status Control

iPECS-LIK
Feature Description & Operation Manual Issue 6.0d1
34
Programming
NUMBERING PLAN
1 ACD Group Status Code (PGM 107-Btn 7)
STATION GROUPS
1 ACD Group (PGM 191)
2 ACD Group Supervisor (PGM 191-Btn 18)
Related Features
 Station Groups
Hardware
 iPECS Phone
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,
Or,