Section 521 Built-In ACD Supervisor Guide
S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 49
Available/UnavailablePressing the UNAVAILABLE key from an idle terminal which is logged in
places the extension in the Unavailable status temporarily. This
UNAVAILABLE excludes the telephone from candidates of ACD incoming
calls. Pressing the key again returns the telephone into the Available status.
This key’s LED illuminates in green for the Available status and red for the
Unavailable status. Same as the LOGIN key, the UNAVAILABLE key LED
goes off with log-out procedure.
Operation
To activate UNAVAILABLE status:
Press the green/UNAVAILABLE key (the key LED illuminates in red).
To return to AVAILABLE status:
Press the red/UNAVAILABLE key (the key LED illuminates in green).
Notice
1. UNAVAILABLE key must be assigned in advance (See Key
Assignment).
2. If an agent does not answer an ACD incoming call before a
specific time (Initial: 10 sec.), the agent will become
UNAVAILABLE automatically.
Work Unit CountWork Unit Codes can be preset with the Work Unit Count key. When used,
they appear in the MIS report. For example, 01 for claims, 02 for sales, 03 for
brochure. A maximum of 20 codes can be entered (set at installation).
Operation
1. Press Work Unit key while ACD call.
This lights the LED in red. Pressing the key again turns off the
LED and deletes code. The number of codes per call is not
restricted (multiple count is allowed).
Notice
1. The Work Unit Count key is effective only from an agent
telephone and while the telephone is engaged in an ACD call.