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Queue Status Display with Scrolling:
When all agents in a Contact Centre Group are unavailable, an incoming call queues and causes the Queue
Status Display to occur on the Contact Centre 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. 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 Contact Centre Groups. The Queue Status Displays 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.
The n um ber of cal ls in queue. H ow long the lon ge st qu eu ed call has been waiting.
2 LINE -0 01 01 :30
N am e of tru nk that has
been qu eu ed the lo ng est.
For each Contact Centre Group, you can set the following conditions:
The number of trunks that can wait in queue before the Queue Status Display occurs.
How often the time in queue portion of the display reoccurs (see the Queue Status display Timing
illustration below).
Queue Status Display holding time.
Queue Status Alarm enable/disable.
Queue Status Alarm sending time.
When Logged Out of Contact Centre Group:
When Contact Centre agents are logged out and a call is placed into the Contact Centre queue, the telephones
of the logged out agents display the Queue Status and they hear the alarm according to the settings defined in
system programming. Pressing the Queue Status Display Programmable Function key returns the telephone to
idle until the time in Program 41-20-03 expires again.
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