• The Queue Status Display is not shown and the Queue Alarm is not heard by ACD agents active on
a call or those in Off-Duty mode.
• In order to scroll through the ACD groups queue status, the Queue Status Display Programmable
Function key must be used. You cannot scroll when the Queue Status Display appears due to an
alarm condition.
• If the Queue Status display and alarm are active and the queued called is answered/disconnected,
the display and alarm will continue until the timer in Program 41-20-05 expires.
• When an overflowed call is in queue, the call will be included in its original ACD group’s queue and
not in the group’s queue to which it overflowed.
Default Settings
• No Queue Status Display Check keys programmed (Program 15-07-01: *19).
• Queue Status Display and Queue Alarm disabled (Program 41-20-01 = 0).
Programming
Table 3-5
Program No. Program Name / Description
15-07-01 Programmable Function Keys
Assign a Queue Status Display Check key, if required for an ACD agent (code: *19).
20-06-01 Class of Service for Extensions
Assign a Class of Service (1~15) to an extension.
20-13-39 Class of Service Options (Supplementary Service) – ACD Queue Status Display
Turns Off (0) or On (1) the ACD Queue Status Display for an extension Class of Service. Any exten-
sion which has this option enabled also hears the queue alarm.
Feature Available in Program 41-20-xx
Queue Status Display Yes
Queue Status Display Time Yes
Alarm Yes
Alarm Send Time Yes
Interval Time of Queue Status Display Yes
Class of Service Yes
Timing of alarm and display queue status. Alarm triggered after the number of calls in Program
41-20-01 is exceeded. Then follows Program
41-20-03 timing for displaying status.
41-20-01 ACD Queue Status Display Settings – Number of Calls in Queue
Set the number of calls that can accumulate in the ACD queue before the Queue Status Display (and
optional queue alarm) occurs (0=No Display, 1~128; Default=0).
41-20-02 ACD Queue Status Display Settings – Queue Status Display Time
Set how long the Queue Status display remains on the telephone’s display (0~64800 seconds; De-
fault=5).
41-20-03 ACD Queue Status Display Settings – Queue Status Display Interval
Set the interval that refreshes the Queue Status Alarm time in queue display and causes the optional
queue alarm to occur on phones active on a call, logged out, or in wrap-up (0~64800 seconds; De-
fault=60).
41-20-04 ACD Queue Status Display Settings – ACD Call Waiting Alarm
Enable (1) or disable (0) the queue alarm (Default=0).
41-20-05 ACD Queue Status Display Settings – ACD Call Waiting Alarm Hold Time
Set how long the Call Waiting Alarm should sound (0~64800 seconds; Default=0).
ISSUE 1.0 SL2100
ACD Installation Manual 3-25
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