Section 521 | |
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Operation
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 →
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).
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