LG IPECS - Group Status Display

IPECS Release 5
Feature Description & Operation 5.0
2-27
Operation
Supervisor iPECS Phone
To assign an {
AGENT MONITOR} button
[
PGM] + {FLEX} + ‘577’ + “Group Number” + [SAVE]
To enter an active Agent call from the Supervisor phone
1. Lift the handset or press the [
SPEAKER] button.
2. Call the desired Agent and receive busy tone,
3. Press the {
AGENT MONITOR} button, the Supervisor is connected to the active Agent call with the
microphone muted, the [
MUTE] button LED is On.
To converse with the Agent and connected party
1. Press the illuminated [
MUTE] button.
Conditions
1. The Supervisor must be active and logged into the Agent’s ACD group to monitor calls in
progress.
Programming
NUMBERING PLAN 1. Supervisor Monitor Code (PGM 107-Btn 8)
S
TATION GROUPS 1. ACD Groups (PGM 191)
2. ACD Group Supervisor (PGM 191-Btn 18)
3. ACD Warning Tone (PGM 191-Btn 12)
Related Features
Station Groups
Hardware
iPECS Phone
2.5.11.4 Group Status Display
Description
An ACD Supervisor may view the status of each of the ACD groups to which the Supervisor is
assigned. The display will give the status of the active ACD group at the time of the request. The
display indicates the following statistics:
Number of calls in Queue
Wait time for the call in queue longest and
Agents in service and available
When a call is queued to the group, the ACD Supervisor is notified, in real-time, by the LED of the
{
GROUP STATUS} button. The {GROUP STATUS} button allows access to the ACD Group status display
or the Group Status code may be used to display the status information.