Nortel Networks 1165E manual Displaying agent status, To display agent status

Page 43

Supervisor features

Table 2: States of LCD indicator (Part 2 of 2)

Indicator

Queue status

Description

Fast flashing

Overloaded

There are too many calls in this queue. New calls are being overflowed to another queue.

Displaying agent status

Use the Display Agent feature to view a summary of current status for all agents who have an agent Position ID key assigned on the Supervisor’s IP Phone.

To display agent status:

DisplayAgt	Press the Display Agent key. The summary
	information displays for twelve seconds or
	until another feature key is pressed, as
	shown in Figure 5 on page 44.
	Agent positions in the Not Ready state are
	counted as busy on either ACD calls or non-
	ACD calls, as specified by your system
	administrator.

43

Image 43

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 ForcingTo record activities Using Return to Queue on No AnswerUsing Activity code To enable Call Forcing for headset usersTo use Emergency Using EmergencyTo place a call Using Not ReadyPlacing or answering non-ACD calls To use Not ReadyTo answer a call from your supervisor while on another call Contacting your supervisorTo answer a call To answer a call from your supervisorTo return to the ACD call To place a call to your supervisorTo conference in your supervisor during a call in progress Agent features To use Answer Agent Using Answer AgentUsing Answer Emergency Using the Agent keyTo use Answer Emergency Using Call AgentTo use Call Agent To use Interflow Using InterflowUsing Night Service To activate Night ServiceTo 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