Vertical Summit80 - Agent Status Control

Vertical Summit80 & Summit800
Feature Description and Operation Manual Issue 1.2
39
2.7.12.2 Agent Status Control
Description
An ACD Supervisor can view and control the status of Agents in the group with a {GROUP
STATUS} button.
Operation
Supervisor iPECS IP & LDP Phones
To assign a {GROUP STATUS} button at the Supervisor
[TRANS/PGM] + {FLEX} + ―576‖ + ―Group Number‖ + [HOLD/SAVE]
To view/control Agent Status
1. Lift the handset or press the [SPEAKER] button,
2. Press the {GROUP STATUS} button,
[1] ACD STATUS
[2] ACD DATABASE
[3] ACD DUTY
[#] ACD PRINT
3. Dial ―3‖, the Agent Duty code, the LCD menu will update:
[1] DUTY STATUS
[2] DUTY ON/OFF
[#] DUTY PRINT
To view Agent Status
1. Dial ―1‖, the Agent Status Code,
ACD STATUS : XXX
TOTAL CALLS : XXX
2. Press [VOL UP] or [VOL DOWN] for:
− Number of ACD calls served
− Number of unanswered ACD Calls
− Average ring time before answer
− Average ACD call service time after answer.
3. Press the ―*‖ key to view the status of the next Agent,