Panasonic M2216ACD

ACD Supervisor features: Hold non-ACD call Interflow

Hold non-ACD call

To put a non-ACD call (agent or

secondary DN) on Hold:

˙Press Hold. The LCD indicator º flashes

beside the line on hold.

TThe LCD indicator flashes slowly.

The caller may hear music if this is

programmed on your system.

To take a non-ACD call off hold:

∫ 2637 Press the DN Key beside the flashing LCD

indicator º.

Interflow

When the call backlog or the waiting time in the queue exceeds a set threshold,

Interflow forwards calls to a predefined target queue.

Interflow is activated by the supervisor after the overflow thresholds are exceeded.

To activate Interflow:

∫Interflow Press Interflow. The indicator flashes and

excess calls are routed to the destination.

To stop Interflow:

∫Interflow Press Interflow again.

Contents

Main Page Contents ii ACD Supervisor features 21 Message Services 27 Hardware Options 29 1 Introduction What is ACD? 2 M2216ACD-1 3 M2216ACD-2* Learning to use your phone 24 APR 7:45 P Page Agent log in and log out 8 Log in and log out with MQA Log in Using Agent ID with MQA (Multiple Queue Assignment) Log in using Agent ID with MQA 9 Correcting mistakes during the log in procedure Example 1 10 Example 2 Example 3 Log out using Agent ID with MQA 11 3508 TRACEY BROWN M2200 TRACEY BROWN SALES 3508 Agent features Page Page 15 Display Queue Status 13 9 0:20 0 WAITING MAND LWAIT TOFQ Page Page Page Page 20 Walkaway and Return Not Ready or In-Calls or 2637 ACD Supervisor features Page 23 2 0 0 ACD WAIT DN LOGOUT Page Page Page Message Services Page Hardware Options Index