ACD Installation Manual 3 - 1
Advanced ACD Features
3
Advanced ACD Features
SECTION 1 DETERMINING WHICH ADVANCED FEATURES ARE
NEEDED
Now that you have your basic ACD Groups up and running, you may want
to fine tune their operation. The chart below lists the Advanced ACD
Features that will help you get the most out of your system. Review each
capability below and then turn to the indicated page if the feature is
something you need.
Advanced Features Guide
ACD Capability Advanced ACD Feature
Page
Number
A supervisory extension that can manage
an individual ACD Group.
Supervisor, ACD Group 3-89
A supervisory extension that can log an
ACD Agent into or out of the group.
Supervisor, ACD Group 3-89
A supervisory extension that can manage
an individual ACD Group.
Supervisor, ACD Group 3-89
A DSS Console that can show at a glance
the status of ACD Groups and agents.
Supervisor, DSS
Console
3-101
As a Group or System Supervisor, listen in
on an ACD Agent's call.
Supervisor Monitor /
ACD Monitor
3-105
When all agents are busy, incoming calls
can route to other
extensions, ACD groups or Voice Mail.
Overflow Options 3-63
Set various options for ACD Groups. ACD Setup Options 3-3
Temporarily log out an ACD Agent. Off-Duty Mode 3-55
Press a key to have your ACD Group
Supervisor monitor your call.
Emergency Call 3-35
See the status of your ACD Group's calls
at a glance.
Queue Status Display 3-83
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