User manual

40 Supervisor features

The following status information is displayed on the LCD:

•

the number of active agents on ACD calls

• the number of idle agents

•

the number of agents in not ready mode

• the number of unmanned sets

Action

Talking to the agent

Press the Display Agent key.

The status of all agents with a key assigned on the supervisor’s

phone is displayed for 12 seconds.

Viewing queue status

Follow this procedure to view the status of calls in the Automatic Call

Distribution (ACD) queue. The supervisor uses the Display Queue feature

to verify that calls are being handled effectively.

The following status information is displayed on the LCD:

•

the number of calls waiting in the queue

•

the number of agent positions occupied for the queue

•

the length of time, in seconds, that the oldest call has been waiting in

the queue

Step Action

1 Press the Display Queue key.

Information for the current queue is displayed.

2 The display scrolls through the different queues at two-second

intervals.

The queues are presented in the order in which they were

entered at login.

--End--

Display Queue status indicator

The LCD indicator associated with the Display Queue key gives an

indication of the number of calls in the ACD queue.

The following table lists the four states of the LCD indicator.

Carrier VoIP

Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 01.04 Standard

7 March 2008