Issue 2.2
Feature Description and Operation Manual
107
1. Press the idle [ACD Status] button.
2. The Supervisor Menu displays.
3. Dial ‘3, for the ACD Agent Duty menu.
[1] DUTY STATUS
[2] DUTY ON/OFF
[#] DUTY PRINT
To view Agent status from the ACD Agent Duty menu,
1. Dial Agent DUTY STATUS code, ‘1’.
AGENT XXXX
TOTAL CALLS
AVE CALL TIME
AVE RING TIME
UNANSWERED CALLS
2. Use the ‘*’ key or ‘#’ key for a next/previous ACD Agent.
3. Use the [VOL UP] or [VOL DOWN] to scroll to information for the next Agent
4. Press the [HOLD/SAVE] button to return to the Supervisor menu.
To control Agent duty status from the ACD Agent Duty Menu,
1. Dial the Agent DUTY ON/OFF code, ‘2’.
2. Use the ‘*’ key for the next ACD Agent.
3. Dial 0 for Off Duty or, 1 for On Duty.
To output Agent Statistics Report from the ACD Agent Duty menu,
1. Dial the Agent DUTY PRINT code ‘#’.
2. Press the ‘*’ key or ‘#’ key for a next ACD Agent.
3. Press the [CLEAR] softkey to clear the database after the print, which eliminates
overlap of future outputs.
4. The system outputs the Agent report (refer to Ref. A).
To output the ACD Statistics report from the Supervisor menu,
1. Dial the ACD Group Statistics PRINT code, ‘#’
2. Press the [CLEAR] softkey to clear the database after the print, which eliminates
overlap of future outputs.
3. The system outputs the Agent report (refer to Ref. A).
To re-route queued calls with answer,
1. Press the flashing [ACD Status] button, the oldest call in queue is answered.
2. Transfer the call as normal.
Consideration
ACD Agents can login and logout using the Hot Desk feature.
Reference
A. ACD Statistics Reports
B. Station Hunt Groups
C. Two-way Record
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