iPECS UCP - 2.7.3.6 Agent Queued Calls Display

iPECS UCP
Feature Description and Operation Manual Issue 1.3
24
Related Features
 Agent Automatic Wrap-Up
 Auto ACD DND Unavailable Service
 Event Messages
Hardware
2.7.3.6 Agent Queued Calls Display
Description
An Agent can view the queued call status for an ACD group when not on a call, in On-duty
status or Wrap-up status. In addition, an active Agent can view the queued call status for an
ACD group while on a call using a{Display Call Queue} Flex button. The Call Queue display
indicates the ACD group number, the number of calls in queue and the longest queue time.
Operation
Agent iPECS IP & LDP Phone
[TRANS/PGM] + {FLEX} + “575” + ACD Group Number + [HOLD/SAVE]
To assign a {DISPLAY CALL QUEUE} buttons
1. Lift the handset or press the [SPEAKER] button.
To display ACD Call Queue status when the Agent is idle and On-duty
2. Dial “575”, the ACD Call Queue status code.
3. Dial the ACD Group number. The display shows the Queued call status and will
update as the queue status changes. If no calls are in queue, the phone returns to
idle.
4. Hang-up to return to idle and normal display.
Or,
1. Lift the handset or press the [SPEAKER] button.
2. Press the {DISPLAY CALL QUEUE} button. The display shows the Queued call
status and will update as the queue status changes. If no calls are in queue, the
phone returns to idle.
3. Hang-up to return to idle and normal display.
1. Press the {DISPLAY CALL QUEUE} button, the queue status displays for several
seconds then returns to the normal call display.
To display ACD Call Queue status when the Agent is on a call
Conditions
1. The Agent cannot display queued call status while the phone is ringing.
2. If there are no queued calls to display and you activate Queued Calls Display, the
phone returns to idle after providing error tone.