Nortel Networks 1165E manual Displaying the queue, To display information on your ACD queue

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Supervisor features

Displaying the queue

Use the Display Queue feature to access the status of calls in an ACD queue. The information displayed includes the following:

•number of calls waiting in the queue

•number of agent positions occupied for the queue

•the length of time that the oldest call has waited in the queue

•the number of calls that have been overflowed into the queue

To display information on your ACD queue:

DisplayQue

Press the Display Queue key.

Information on your current ACD queue appears on the display.

Figure 4 on page 42 shows the ACD queue status.

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Contents IP Phone 1165E Page October AprilRevision history Contents Contents About the Nortel IP Phone 1165E Basic featuresAbout the Nortel IP Phone 1165E About the Nortel IP Phone 1165E On page 10 shows the IP Phone 1165E Telephone controlsAbout the Nortel IP Phone 1165E About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E About the Nortel IP Phone 1165E Telephone display About the Nortel IP Phone 1165E On page 17 shows an idle LCD screen USB supportSecurity features Call features and Flexible Feature CodesTo change your Scpw Highlight New PasswordMode To turn Password Protection on or offLogging in without Agent ID for basic ACD Agent and supervisor featuresTo log in as an agent Logging in with an Agent ID and MQA login options Logging in using Multiple Queue Assignments for Basic ACDTo log To use Default Login Using Default LoginTo log out Logging outTo answer the call Answering ACD callsTo terminate the call Using Call ForcingUsing Activity code Using Return to Queue on No AnswerTo enable Call Forcing for headset users To record activitiesTo use Emergency Using EmergencyPlacing or answering non-ACD calls Using Not ReadyTo use Not Ready To place a callTo answer a call Contacting your supervisorTo answer a call from your supervisor To answer a call from your supervisor while on another callTo conference in your supervisor during a call in progress To place a call to your supervisorTo return to the ACD call Agent features To use Answer Agent Using Answer AgentUsing Answer Emergency Using the Agent keyTo use Call Agent Using Call AgentTo use Answer Emergency Using Night Service Using InterflowTo activate Night Service To use InterflowTo deactivate Night Service To transition to Night ServiceTo observe a call Observing a callTo display information on your ACD queue Displaying the queueIndicator Queue status Description To display agent status Displaying agent statusCurrent status of agents Terms you should know Terms you should know Information display Terms you should know Terms you should know Terms you should know Page Page Page Page Page Legal Notice