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Built-In ACD Supervisor Guide
Agent Features
Section 521
Log-in / Log-out
Log-in procedure
1. Press the LOGIN key then, press the AGENT ID CODE.
2. The LED lights in green to notify completion of log-in.
Notice
Log-out procedure
1. LOGIN key must be assigned in advance (See key Assignment).
2. Entering an unregistered agent ID code displays an error. In this case, do the procedure from the beginning again after pressing
ON/OFF key.
3. Do not Log-in or Log-out while placing a call on hold.
If the extension is already logged in, another agent cannot log in using his/her agent ID. The Current agent must log out once to log in again.
1. Press the LOGIN key while the key LED is illuminated in green.
2. The key LED goes off to notify the completion of log-out.
Available/Unavailable
Pressing the UNAVAILABLE key from an idle terminal which is logged in places the extension in the Unavailable status temporarily. This
UNAVAILABLE excludes the telephone from candidates of ACD incoming calls. Pressing the key again returns the telephone into the Available status.
This key’s LED illuminates in green for the Available status and red for the
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Section 521 Built-In ACD Supervisor Guide
Unavailable status. Same as the LOGIN key, the UNAVAILABLE 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.
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ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide Section 521
Wrap Feature
When an agent finishes an incoming ACD call conversation, he/she can have
“wrap-up” time to prepare a memo or record other pertinent information.
Operation
Not required. Set this feature for each agent group. (Can be set upon installation.)
To use the Wrap Feature the agent presses the Wrap Key upon completion of his/her call. The agent will then have up to 600 seconds (maximum) to complete wrap-up and be ready for the next incoming call. The default wrapup time is set at 20 seconds and can be modified to accommodate the estimated wrap-up needs of agents.
If your agent group is using the Wrap feature, the LED of the Wrap Key will change, as follows, when pressed by the agent:
Wrap Feature Wrap Key LED
During Wrap-up time lit in green
Wrap-up time final 15 seconds blinks in red
Non Wrap-up time no light
Setting
Set the program setting for the Wrap function as follows:
Agent Group
1
2
3
Wrap Function
3402 Wrap Function 0=No Wrap (Default)
3403 Wrap Function 1=Wrap
3502 Wrap Function 0=No Wrap (Default)
3503 Wrap Function 1=Wrap
3602 Wrap Function 0=No Wrap (Default)
3603 Wrap Function 1=Wrap
Notice
1. Wrap time is included an agent’s talk time for the MIS reports.
2. Only one Wrap Key is available for each extension.
ICX-35-521 (ACD 3.0)
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51
Section 521
Key Assignment
Built-In ACD Supervisor Guide
Assign the following keys to the Flexible Function (FF) keys of each telephone (setting at installation work). You must not assign more or less than one LOGIN or AVAILABLE key to one telephone:
• LOGIN (mandatory)
• UNAVAILABLE (mandatory)
• WORK UNIT COUNT (01-20: optional)
Setting
1. Press the ON/OFF key and PROG key.
2. Select a vacant FF key.
4. Select to feature code to assign.
Feature Description
ACD-1 Log-In/Out Key
ACD-1 Work Unit Key
ACD-1 Unavailable Key
ACD-1 Wrap Key
ACD-2 Log-In/Out Key
ACD-2 Work Unit Key
ACD-2 Unavailable Key
ACD-1 Wrap Key
Fixed Feature Code
+ (additional digits to program into key)
∗
#80
∗
#81 + (Work Unit 01-20)
∗
#82
∗
#83
∗
#85
∗
#86 + (Work Unit 01-20)
∗
#87
∗
#88
Notice
1. If an FF key selected in setting 2 is not vacant (Pre-assigned), the previous setting will be erased automatically.
2. To confirm an FF key assignment, press ON/OFF-CONF-FF key.
3. To delete an FF key assignment, skip procedures 3&4 of setting procedure.
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ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Section 521-ACD Index
Introduction
A
ACD Call Handling Program ....................................... 8
0
System
Configuration
Activating Supervisor Menu ...................................... 16
Agent Features............................................................ 49
Agent IDs
Confirming ............................................................. 29
Registering.............................................................. 27
FF1
System
Agent Report .............................................................. 39
Agent Status ............................................................... 33
ALL DELETE (FF6) .................................................. 14
Available/Unavailable ................................................ 49
FF2
Trunks
FF3
Extensions
C
FF4
FF-/Soft Keys
Call Handling Program................................................. 8
FF5
Groups
FF6
TRS/ARS
FF7
Applications
Call Setting
Direct Incoming...................................................... 18
Transferring Incoming................................ 20, 22, 24
Commands
Programming .......................................................... 10
Common Operation for Supervisor Customization.... 17
Configuration ............................................................... 5
Confirming Agent IDs................................................ 29
Customization
Supervisor............................................................... 17
FF8
Maintenance
Appendix A
B
Basic Service Flow....................................................... 7
Introduction
D
Data Clear ...................................................................45
DELETE (FF3) ...........................................................14
Direct Incoming Call Setting ......................................18
0
System
Configuration
E
EDIT (FF1) .................................................................11
FF1
System
F
Features
Supervisor ...............................................................16
FF2
Trunks
FF3
Extensions
G
Group Report...............................................................42
FF4
FF-/Soft Keys
I
Information Recording
User .........................................................................47
INSERT (FF2).............................................................12
FF5
Groups
K
Key Assignment ..........................................................51
FF6
TRS/ARS
FF7
Applications
L
Log-in / Log-out..........................................................49
FF8
Maintenance
M
MIS Report Data
Output......................................................................39
Appendix A
Appendix B Appendix B
576-35-521 (ACD 3.0)
ICX (International) issued March 1999
•
Index-53
Index
Index
Section521-ACD
Introduction
MIS Report Features ...................................................34
MIS Report Operation.................................................37
MIS Report Outline.....................................................34
Monitoring ..................................................................31
0
System
Configuration
O
FF1
System
Other Features (Data Clear and Output Cancel) .........45
Output Cancel .............................................................45
Output of MIS Report Data.........................................39
FF2
Trunks
P
Programming by Commands ......................................10
FF3
Extensions
R
FF4
FF-/Soft Keys
Recording
User Information .....................................................47
Registering Agent IDs.................................................27
FF5
Groups
Report Operation
MIS..........................................................................37
Report Outline
MIS..........................................................................34
Supervisor Monitoring................................................ 31
System Report............................................................. 43
Introduction
T
Traffic Information ..................................................... 31
Transfer Destination Voice Number........................... 15
Transferring Incoming Call Setting ............................ 20
0
System
Configuration
FF1
System
U
Unavailable ................................................................. 49
User Information Recording ....................................... 47
User Information Recording ID
Changing ................................................................. 26
FF2
Trunks
FF3
Extensions
W
Waiting Call................................................................ 32
Work Unit Count .................................................. 43, 50
FF4
FF-/Soft Keys
FF5
Groups
FF6
TRS/ARS
FF6
TRS/ARS
S
FF7
Applications
FF8
Maintenance
Service Flow .................................................................7
Service Flow Details
Setting .....................................................................29
Setting on Service Flow Details..................................29
Specifications ................................................................6
Supervisor Customization ...........................................17
Supervisor Features.....................................................16
Supervisor ID
Changing .................................................................26
Supervisor Menu
Activating ................................................................16
Appendix A
Appendix B
Index-54
•
ICX (International) issued March 1999
Index
576-35-521 (ACD 3.0)
FF7
Applications
FF8
Maintenance
Appendix A
Appendix B
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