Digital Business Telephone Systems ACD Supervisor Guide

CTIS attached to the host, PBX/ACD, IVR and Agent Workstation provides monitoring and control of inbound and outbound calls.. Incoming calls may be routed to an available agent based

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If the Unavailable LED flashes, calls are still in the queue and you are the only available Agent in the group. When calls in the queue are cleared, Unavailable is activated and

0 CONDENSED STATUS REPORT:16 2 10 2 8 Condensed queue status report* 1 AVERAGE AGENT WAIT TIME 00:46 Average waiting time for agents in group 2 NUMBER OF ACD CALLS ANSWERED:

Dial the Agent Number ( 1 - 255 ) and press The ACD Ready lamp shows steady light and the ACD group lamps are extinguished.. ACD calls will now be placed on

The average amount of time that answered ACD calls (split/skill and Direct Agent) that completed during the reporting interval spent in queue and ringing at an agent before