Technical data

ACD Group Supervisor Functions 10-51
Chapter 10: ACD (Automatic Call Distribution)
MBX IP Description / Operations & Programming Guide
d) Supervisor can change max Queuing Count and also can change Queuing
Service Announcement Step.
Supervisor also can make rule how to handle ACD call when all of queuing
announcement service is over. And After Queuing Forward Destination can be
changed.
2. Supervisor and Sub-Supervisor Answer the Queued ACD call.
Supervisor and Sub-Supervisor can find queued ACD call count on the LCD. And if
{ACD Supervisor Queued Call Answer} feature code is saved at flex button, this
flex button's color will be changed to steady-on.
1) First Queued ACD call Answer by Supervisor
a) When there are queued ACD call, if Supervisor or Sub-Supervisor press {ACD
Supervisor Queued Call Answer} feature codes, Total queued ACD call count
and sub-menu will be displayed on LCD.
b) If supervisor choose Check First Queued Call menu, CLI of first Queued call
will be display. At that time, if supervisor choose Answer option, queued ACD
call will route to Supervisor.
2) First Queued ACD call Reroute
a) When there are queued ACD call, if Supervisor or Sub-Supervisor press {ACD
Supervisor Queued Call Answer} feature codes, Total queued ACD call count
and sub-menu will be displayed on LCD.
b) If supervisor choose Check First Queued Call menu, CLI of first Queued call
will be display. At that time, if supervisor choose Reroute option, current
registered Forward Destination after Queuing Announcement will be
displayed.
c) If press [HOLD] or "#" button, queued ACD call will be rerouted to registered
destination.
OR
d) If dial other Tel-Number and then press [HOLD] or "#" button, queued ACD call
will be rerouted to new dialed Tel-Number.
3. Supervisor and Sub-Supervisor Monitoring Agent.
Supervisor and Sub-Supervisor can check and monitor agent's status. And also
Supervisor and Sub-Supervisor can overhear agent's conversation.
1) Agent Status Monitor by Supervisor on Digital Phone
a) Supervisor can check agent's state with {ACD Supervisor Agent State Check}
feature code. If supervisor dial or press flex button registered as {ACD
Supervisor Agent State Check} feature code, first agent state will be displayed
on LCD.
Release 1.0
November 2010