Specifications

CHAPTER 9 NDA-24213
Page 176
Issue 3.0
ACD Procedures
Split Data
STEP 8:
Agent
(a)
Logoff Warning Criteria
This feature enables a “Logoff Warning” to display if an agent tries to log off when the number
of calls in queue for the split is greater than or equal to the number of logged on agents. You can
set a value between “1 Agent” and “9 Agents” for the maximum number of agents still logged
on to the split when the warning is given. For example, if there are 5 calls in queue, if the
setting is “5 Agents,” and if 8 agents are logged on, then 3 agents can logoff without the
warning displaying. If there are still 5 calls in queue, the next of the 5 remaining logged on
agents who tries to logoff will receive the warning.
The more general “Calls>Agents” setting will display the warning to any agents who try to log
off when the number of queued calls is equal to or greater than the number of logged on agents,
however large or small the number of logged on agents or number of calls in queue.
Choosing the default “Disabled” disables the warning feature.
For more detailed information, see the “CallCenterWorX ACD Features and Specifications”
manual.
(b)
Require Logon ID
Check to require a Logon ID for Agents logging on to this split.
(c)
Assist Key “Monitor Me”
Check to enable the “Monitor-Me” feature. An agent may request to be monitored by a specific
supervisor by pressing the ASSIST key. This sends a request to the Assist directory number
(see Step 7:(b)) and allows the supervisor to be in a silent monitor connection listening to the
agent and the calling party. This differs from the normal Monitoring function, which is initiated
by the supervisor rather than the agent. See the “CallCenterWorX ACD Features and
Specifications” manual for detailed discussions on both types of monitoring.
Unchecked leaves the ASSIST key functioning to allow an agent to call a supervisor for
assistance during an ACD call. This action places the active call on hold and places a call to a
pre-programmed number (any station in the PBX, an attendant, an individual supervisor, a pilot
number for a split of supervisors, etc.).
(d)
Multiple Break Types
Check to allow nine break types; default setting (unchecked) is one break type. Break types can
be named in the CallCenterWorX MIS.
STEP 9:
PBX Call
(a)
Auto Work on Ring
(optional)
Check to automatically put the agent into Work mode when an incoming call is received on the
agent’s PBX line.
(b)
Auto Work on Answer
(optional)
Check to automatically put the agent into Work mode when an incoming call is answered on
the agent’s PBX line.