Samsung IPX-S300B - ACD Agent; Call Control; Monitoring

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© SAMSUNG Electronics Co., Ltd.
page 92 of 162
 Missed Call Notification
 Phonebook
 Schedule
 Screen Pop Contact List (both from Communicator Phonebook and Outlook)
 SMS/Text Messages
 Video Calls
 And more…
For more details, see the Samsung Communicator User Guide.
6.6.2 ACD Agent
ACD Agent Desktop is the Windows-based Client Application that resides on the agent’s
computer. With Agent ACD, you can control calls with your computer.
The ACD Agent allows you to:
Call Control
 Make Calls
 Answer Calls
 Transfer Calls
 Conference Calls
Monitoring
Provides the real time status information of the ACD Group where the Agent belongs.
 Number of wait calls: Currently waiting for the call distribution.
 Number of Logged-in Agents
 Longest ACD wait time (current): Waiting time of the call that has waited for the
longest time among the calls currently waiting
 Number of IDLE Agents: Agents that the call distribution service has available.