Nortel Networks NN10300-025 manual Viewing queue status, Press the Display Agent key

40Supervisor features

The supervisor uses the Display Agent feature to monitor the status of all agents with agent keys assigned to them.

Agents in the Not Ready state will be counted as busy on ACD calls or non-ACD calls, as specified by the system administrator.

The following status information is displayed on the LCD:

•the number of active agents on ACD calls

•the number of idle agents

•the number of agents in not ready mode

•the number of unmanned sets

Step Action

1Press the Display Agent key.

The status of all agents with a key assigned on the supervisor’s phone is displayed for 12 seconds.

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Viewing queue status

Follow this procedure to view the status of calls in the Automatic Call Distribution (ACD) queue. The supervisor uses the Display Queue feature to verify that calls are being handled effectively.

The following status information is displayed on the LCD:

•the number of calls waiting in the queue

•the number of agent positions occupied for the queue

•the length of time, in seconds, that the oldest call has been waiting in the queue

Step Action

1Press the Display Queue key.

Information for the current queue is displayed.

2The display scrolls through the different queues at two-second intervals.

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Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard

24 April 2009

Copyright © 2009 Nortel Networks