Section 521 Built-In ACD Supervisor Guide
S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 27
Operation
1. From [CUSTOMIZE MENU] screen, press the soft key 4 or 9
select [GROUP SETTING].
2. From [GROUP SETTING] screen, use soft keys to select the
agent group to be set.
Agent group 1: soft key 1 or 6
Agent group 2: soft key 2 or 7
Agent group 3: soft key 3 or 8
3. First setting (3401) for the selected group is displayed. Enter a set
value, then press the HOLD key to validate setting. Every time
the HOLD key is pressed without set values specified, the next
setting item is displayed. Press FL/R key to return to the previous
setting.
4. To return to [CUSTOMIZE MENU] screen, press the soft key 5
or 10.
Setting
If the first two digits of a setting number is [34], the setting pertains to group
1, and [35], to group 2 and [36] to group 3. The following explanation,
therefore, shows group 1/group 2/group 3 settings.
Program Address 3401/3501/3601: Agent search method
Set the agent search method. Select either of the following:
1: LEAST BUSY FIRST setting. This mode first selects the agent
whose busy rate (total busy time/total Login time) is the lowest
in the group for the day.
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).
CUSTOMIZE MENU
LINE REGIST. →
SYSTEM ID →
AGENT ID →
GROUP SETTING →
CALL HANDLING →
GROUP SETTING
GROUP 1 →
GROUP 2 →
GROUP 3 →
3401:1
GROUP 1
1:LEAST BUSY
2:LONGEST IDLE
CUSTOMIZE MENU →