Built-In ACD Supervisor Guide Section 521
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 27
2: NEXT AVAILABLE FIRST setting. This mode selects the
agent which is placed in idle status for the longest duration
following the last talking status.
Note: For both 1&2, only ACD calls will be counted as busy time or busy
status.
Program Address 4101-4104: ACD Call Handling Program
Commands are used to set any call distribution operation to ACD Call
Handling Program numbers (4101 to 4104).
Program Address 4201-4204: Transferring Voice Mail access number
Sets the voice mail extension line number and access code corresponding to
the transfer destination voice mail number (1 to 4).
Supervisor Monitoring
The ACD system can be monitored by the supervisor. Note that data is
updated every 10 seconds while the monitoring screen is displayed.
Operation
Details are given in each feature section. The following shows the operation
of the supervisor monitoring from the [SUPERVISOR MENU] screen:
1. From the [SUPERVISOR MENU] screen:
Group 1 monitoring: Press the soft key 1 or 6 to select [SYSTEM
INFO (G1)].
2. Group 1 monitoring: Press the soft key 1 or 6 to select Agent
Group 1.
Group 2 monitoring: Press the soft key 2 or 7 to select Agent
Group 2.
Group 3 monitoring: Press the soft key 3 or 8 to select Agent
Group 3.
3. After selecting one of the above groups, the following menu
selection screen appears. Use soft keys to select a desired item.
This figure shows the case where [AGENT GROUP 1] is
selected.
SYSTEM INFO
AGENT GROUP1 →
AGENT GROUP2 →
AGENT GROUP3 →
SUPERVISOR MENU
SYSTEM INFO →
MIS REPORT →
CUSTOMIZE →
DISP SYS INFO →
SYSTEM INFO
AGENT GROUP 1
TRAFFIC INFO →
WAITING CALL →
AGENT STATUS →