Automatic Call Distribution (ACD)
120 ◆Features Aspire Software Manual
- Enhanced Supervisor Options
An ACD supervisor can individually assign extensions to ACD Groups, and set an agent’s
status once assigned. This provides the supervisor with tremendous flexibility to reassign
agents as work loads vary.
- Queue Status Display with Scrolling
When all agents in an ACD Group are unavailable, an incoming call will queue and cause
the Queue Status Display to occur on the ACD Group Supervisor and/or agent’s display
(based on the Class of Service). The display helps the supervisor keep track of the traffic
load within their group. In addition, any display keyset can have a Queue Status Display
Check programmable function key. The keyset user can press this key any time while idle,
and using the VOL ▲ and VOL ▼, scroll through the Queue Status Displays of all the
ACD Groups. The Queue Status Displays shows (see the Queue Status Display illustration
below):
●The number of calls queued for an available agent in the group.
●The trunk that has been waiting the longest, and how long it has been waiting.
For each ACD Group, you can set the following conditions:
●The number of trunks that can wait in queue before the Queue Status Display occurs.
●How often the time in queue portion of the display reoccurs (see the Queue Status
display Timing illustration below).
●Queue Status Display holding time.
●Queue Status Alarm enable/disable.
●Queue Status Alarm sending time.
BLF For Co-Workers That Are Not ACD Agents
When the key is . . . Your co-worker is . . .
Off Idle
On Busy or ringing
Fast Flash In Do Not Disturb — All calls (option 3)
or Intercom calls (option 2)
2 LINE-001 01:30
The number of
calls in queue.
Name of trunk that has
been queued the longest.
How long the longest queued
call has been waiting.