4.1.3 Supervisory Monitor (ACD) Control
–
Monitor Control & Execute
– ACD Report Analysis
• Note:
The Supervisory Monitor (ACD) Control feature cannot be used at the same time as
Hospitality features. (Refer to "1.12.1 Using the Telephones in a Hotel-type Environment
(Hospitality Features)".) For details, consult your system administrator.
Monitor Control & Execute
A user designated as an ACD Supervisor or Administrator can specify certain ICD groups to monitor and
configure the monitoring settings. Finally, the user can start the monitor.
To configure the monitor settings and start monitoring
You can configure the monitor control settings in the Group Monitor of the ICDG Management in Web
Maintenance Console.
1. On the left side of the screen, click Users ® ICDG Management ® Group Monitor.
2. Select an ACD Supervisor from the Supervisor selection drop-down list.
3. On the Layout of the Basic Settings, select the layout for showing the monitor results.
4. Select the ICD Group that you want to monitor from the Select ICD Group drop-down list.
5. On the Options, you can change the following settings for the monitor screen:
Item Description Value
Member Status View Mode Select the display mode for
members’ status.
Standard, Simple
Highlighted
Display
Settings
Number of Current
Waiting Calls (1-30)
Specify the number of waiting
calls at which the Current
Waiting Calls display is
highlighted.
1–30
Waiting Time (0-10
min/10 sec)
Specify the waiting time at
which the Longest Waiting
Time display is highlighted.
0–10 minutes
Colour Mode Select the colour to use to
highlight items on the screen.
Mode 1, Mode 2, Mode 3
Blinking Select whether items that are
highlighted on the screen
blink.
Enable, Disable
6. Click Apply.
7. When you finish configuring the settings, click Start Monitor to start monitoring the selected ICD group.
8. Click Close.
9. Click OK.
ACD Report Analysis
You can specify which items to include in the monitor result report, the style in which to display the report
profile, and the output format.
1. On the left side of the screen, click Users ® ICDG Management ® ACD Report.
User Manual 347
4.1.3 Supervisory Monitor (ACD) Control
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