Supervisor features

As the supervisor of an ACD group, you are responsible for monitoring and assisting agents’ work. In addition you may work as an agent whenever nec- essary. You may be responsible for one or more ACD groups.

This part of the guide explains how to:

-interpret agent indicators - display the status of an ACD group - display a

summary of agent activity - observe an agent - call an agent - answer a call from an agent - respond to an emergency call - use the Fkey - use the Gkey - access ACD agent functions.

Interpreting agent indicators

The status of an ACD agent may be checked by looking at the indicator asso- ciated with the agent’s key. This indicator is automatically updated each time the agent’s status changes, and will always be in one of four states:

•	Off	agent position is logged out.
•	On	agent is active on an ACD call.
		Flashing - agent is waiting for an ACD call.
		Flashing quickly - the Akey has been pressed, the agent is
		busy with post-call processing.

Displaying the status of an ACD queue

When you press the Ekey, information is displayed about how many calls are waiting to be answered and how long the call at the front of the queue with highest answering priority has been waiting. This allows you to see whether the ACD group is handling calls effectively or not.

The example below shows the information typically displayed when you press the Ekey.

M6320 specifications

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In summary, the Aastra Telecom M6320 is an exemplary business telephone that combines advanced technology, user-friendly features, and a focus on efficiency. Its design facilitates effective communication while supporting the needs of modern enterprises. With its robust functionality, the M6320 is a wise investment for businesses seeking to enhance their telecommunication systems and promote collaborative work environments.

Aastra Telecom M6320 manual Supervisor features, Interpreting agent indicators

Models: M6320