Operating instructions

Built-In ACD Supervisor Guide Section 521
ICX-45-521 (ACD 4.0) ICX (International) issued June 2000 54
This key’s LED illuminates in green for the Available status and red for the
Unavailable status. Same as the LOGIN key, the
U NAVAI LABL E
key LED
goes off with log-out procedure.
Operation
To activate UNAVAILABLE status:
Press the green/
UNAVAILABLE
key (the key LED illuminates in red).
To return to AVAILABLE status:
Press the red/
UNAVAILABLE
key (the key LED illuminates in green).
Notice
1.
UNAVAILABLE
key must be assigned in advance (See key
Assignment).
2. If an agent does not answer an ACD incoming call before a
specific time (Initial: 10 sec.), the agent will become
UNAVAILABLE automatically.
Work Unit Count
Work Unit Codes can be preset with the Work Unit Count key. When used,
the appear in the MIS report. For example, 01 for claims 02 for sales, 03 for
brochure. A maximum of 20 codes can be entered (set at installation).
Operation
1. Press Work Unit key while ACD call.
This lights the LED in red. Pressing the key again turns off the
LED and deletes code. The number of codes per call is not
restricted (multiple count is allowed).
Notice
1. The Work Unit Count key is effective only from an agent
telephone and while the telephone is engaged in an ACD call.
2. When the call is placed on hold, the LED remains on. It goes off
if another telephone retrieves the call placed on hold. If the same
telephone retrieves the call placed on hold the LED remains on,
and goes off when the call is released.