User manual

Viewing agent status 39

When the call backlog or the waiting time in the queue exceeds a set

threshold, the Interflow feature forwards calls to another queue. Interflow is

activated by the supervisor when the waiting time for the queue exceeds

the predefined threshold.

When Night Service is activated, Interflow cannot be activated. If Interflow

is operational when Night Service is activated, Interflow is canceled. See

“Using the Night Service feature” (page 39).

Step Action

1 Press the Interflow key.

The indicator lamp flashes. Calls are routed to the destination

queue.

2 To deactivate Interflow, press the Interflow key again.

--End--

Using the Night Service feature

Follow this procedure to use the Night Service feature.

When Night Service is activated, Interflow cannot be activated. See “Using

the Interflow feature” (page 38).

Step Action

1 To enter Night Service, press the Night key.

The indicator lamp is lit. All calls in the queue and all new calls

receive Night Service.

2 To exit Night Service, press the Night key again.

--End--

Viewing agent status

Follow this procedure to display current information about the Automatic

Call Distribution (ACD) agents. The information is displayed for 12

seconds, or until another feature key is pressed.

The supervisor uses the Display Agent feature to monitor the status of all

agents with agent keys assigned to them.

Agents in the Not Ready state will be counted as busy on ACD calls or

non-ACD calls, as specified by the system administrator.

Carrier VoIP

Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 01.04 Standard

7 March 2008