Technical data

ACD Group Supervisor Functions 10-50
Chapter 10: ACD (Automatic Call Distribution)
MBX IP Description / Operations & Programming Guide
ACD Group Supervisor Functions
An ACD group can have one Supervisor and three Sub-Supervisors.
A Supervisor can change group service status from Normal Status to Group Forward Status and
Overflow, Night, Holiday Status. Also a Supervisor can register each cases forward destination.
Supervisor and Sub-Supervisor can check queued ACD call count and can answer or reroute
first queued ACD call with {ACD Supervisor Queued Call Answer} feature code. Also
Supervisor and Sub-Supervisor can monitor Agent's state and can overhear agent's
conversation with caller. And also Supervisor and Sub-Supervisor can check ACD group call
traffic.
1 - Supervisor Group Management.
1) Supervisor can change Group Service Status with feature code.
a) Group Forward Status: Supervisor can change from other status to Group Call
Forward Status with {ACD Supervisor Group Call Forward} feature code.
b) Group Night Status: Supervisor can change from other status to Group Night
Status with {ACD Supervisor Group Night Mode} feature code.
c) Group Holiday Status: Supervisor can change from other status to Group
Holiday Status with {ACD Supervisor Group Holiday Mode} feature code.
2) Supervisor can define how to handle an ACD call when Group Status is not Normal.
Supervisor can access ACD Group Mgmt web page in Station Program of MBX IP
Web-Admin.
a) Supervisor can assign Group Forward Destination.
b) Supervisor can make rule how to handle ACD call when group status is Night
Status. And Supervisor can assign Night Forward Destination.
c) Supervisor can make rule how to handle ACD call when group status is Holiday
Status. And Supervisor can assign Holiday Forward Destination
INFO PRINT INTERVAL -- This entry defines print
interval seconds of Information Traffic data.
17 001-250 001 (10 sec)
INFO CLR AFTER PRT -- If this value is ON, after
print Information traffic data, previous data will be
deleted.
18 0:Off
1:On
0:Off
PGM 214 BTN RANGE DEFAULT
Release 1.0
November 2010