Document Revision 4C Electra Elite IPK II
2 - 70 Automatic Call Distribution (ACD)
Enhanced Supervisor Options:
An ACD supervisor can individually assign extensions to ACD Groups, and set an agent’s status once
assigned. This provides the supervisor with tremendous flexibility to reassign agents as work loads vary.
Queue Status Display with Scrolling:
When all agents in an ACD Group are unavailable, an incoming call queues and causes the Queue Status
Display to occur on the ACD Group Supervisor and/or agent’s display (based on the Class of Service). The
display helps the supervisor keep track of the traffic load in their group. In addition, any display multiline
terminal can have a Queue Status Display Check programmable function key. The multiline terminal user can
press this key anytime while idle, and using the VOL (
) and VOL (), scroll through the Queue Status
Displays of all the ACD Groups. The Queue Status Display shows (see the Queue Status Display illustration
below):
The number of calls queued.
The trunk that has been waiting the longest, and how long it has been waiting.
For each ACD Group, you can set the following conditions:
The number of trunks that can wait in queue before the Queue Status Display occurs.
On Busy
Double Wink Off Making an Emergency Call
Wink Off Logged off or not installed
Double Wink On Logged on
BLF For Co-Workers That Are Not ACD Agents
When the key is . . . Your co-worker is . . .
Off Idle
On Busy or ringing
Fast Flash In Do Not Disturb – All calls (option 3)
or Intercom calls (option 2)
BLF For ACD Agents
2 LINE-001 01:30
The number of
calls in queue.
Name of trunk that has
been queued the longest.
How long the longest queued
call has been waiting.
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