User guide

6755i IP Phone User Guide for SPN
Aastra - 2736-007 97
Use the Queue Depth Key
Step
Action
Result
1.
Press the Queue Dep… softkey.
The Queue Depth displays.
CIQ:5 AOL: 1
Done
Supervisor Functions
Night Service
The Night Svc key enables a supervisor to manually activate the pilot's night call guide.
A night call guide supports a call center at times when agents are not available. Typically,
Call Route Scheduling parameters activate the night call guide during anticipated down
times, such as nights and holidays. With the Night Service feature, however, a supervisor
can activate the night call guide in unusual circumstances, such as emergency situations,
when agents are unexpectedly unavailable.
Overflow
The Overflow key enables a supervisor to manually route all calls in queue to any
overflow pilots. Until the supervisor cancels manual overflow, ACD continues to route
all calls to overflow pilots. To re-route calls back to the primary pilot, a supervisor must
cancel manual overflow.
Call Force
The Force key enables a supervisor to manually suspend the Wrap and Work capabilities
for all agents in the ACD pilot. All agent stations that are in a Work or Wrap state are
immediately available to receive calls.