Technical data

ACD Group Supervisor Functions 10-53
Chapter 10: ACD (Automatic Call Distribution)
MBX IP Description / Operations & Programming Guide
OPERATIONS
Group Forward / Night / Holiday Status Change by Supervisor
1. Dial {ACD Supervisor Group Forward / Night / Holiday Status} feature code.
OR
2. Press flex button registered as {ACD Supervisor Group Forward / Night / Holiday
Status} feature code.
3. Group Status will be changed.
ACD Group Management or ACD Agent State Check With Web-Admin
1. Connect Web-Admin Page of MBX IP System
2. Choose Station Program Menu.
3. Enter Supervisor Number and Password.
4. ACD Group Management Menu will be displayed on the Left Menu List.
5. Supervisor can change each Group Status rules and Destination.
6. Supervisor and Sub-Supervisor can check Agent Log-In/Out, Ready, DND, Work
State. And also Agent's Priority can be displayed.
7. Supervisor and Sub-Supervisor can change Agent's State and Priority.
ACD Group Call or Agent Traffic Check with Web-Admin
1. Connect Web-Admin Page of MBX IP System
2. Choose Station Program Menu.
3. Enter Supervisor Number and Password.
4. ACD Group Traffic Menu will be displayed on the Left Menu List.
5. Supervisor and Sub-Supervisor can check Group Call Traffic and Agent Traffic Data.
6. Supervisor and Sub-Supervisor can Clear Group Call Traffic and Agent Traffic Data.
First Queued Call Answer or Reroute by Supervisor
1. If there are queued calls, {ACD Supervisor Queued Call Answer} feature code is
saved at flex button.
2. Flex button's color will be changed to steady-on.
3. Dial {ACD Supervisor Queued Call Answer} feature code.
OR
4. Press flex button registered as {ACD S Supervisor Queued Call Answer} feature code.
5. Choose sub-menu then First Queued Call CLI will be display
6. Press "1" then queued call will be routed to Supervisor.
OR
Release 1.0
November 2010