Operating instructions

Section 521 Built-In ACD Supervisor Guide
34 ICX (International) issued June 2000 ICX-45-521 (ACD 4.0)
2. From [GROUP SETTING] screen, use
soft
keys to select the
agent group to be set.
Agent group 1:
soft
key
1
or
6
Agent group 2:
soft
key
2
or
7
Agent group 3:
soft
key
3
or
8
3. First setting (3401) for the selected group is displayed. Enter a set
value, then press the
HOLD
key to validate setting. Every time
the
HOLD
key is pressed without set values specified, the next
setting item is displayed. Press
FL/R
key to return to the previous
setting.
4. To return to [CUSTOMIZE MENU] screen, press the
soft
key
5
or
10
.
Setting
If the first two digits of a setting number is [34], the setting pertains to group
1, and [35], to group 2, and [36], to group 3. The following explanation,
therefore, shows group 1/group 2/ group 3 settings.
Program Address 3401/3501/3601: Agent search method
Set the agent search method. Select either of the following:
1: LEAST BUSY FIRST setting. This mode first selects the agent
whose busy rate (total busy time/total Login time) is the lowest
in the group for the day.
2: NEXT AVAILABLE FIRST setting. This mode selects the
agent which is placed in idle status for the longest duration
following the last talking status.
Note:
For both 1&2, only ACD calls will be counted as busy time or busy
status.
Program Address 4101-4104: ACD Call Handling Program
Commands are used to set any call distribution operation to ACD Call
Handling Program numbers (4101 to 4104).
Program Address 4201-4204: Transferring Voice Mail access number
Sets the voice mail extension line number and access code corresponding to
the transfer destination voice mail number (1 to 4).
Program Address 4301: Message Play Option
Plays recorded messages, while the incoming ACD call is on hold. This
option can also be set to play a message and search for an available agent.
GROUP SETTING
GROUP1
→
GROUP2
→
GROUP3
→
CUSTOMIZE MENU
→
3401:1
GROUP 1
1:LEAST BUSY
2:LONGEST IDLE
CUSTOMIZE MENU
→