AT&T Definity Callmaster II Manual de usuario descargar pdf (Pagina 12)

Queue Status Indication

Two types of queue status indications are provided for ACD calls. The system

manager may assign agents’ voice terminals a button for each status indication.

• Number of Queued Calls (NQC)

This indication is based on the total number of calls in queue for a split or skill.

Each split or skill is assigned a warning threshold of 1 to 200 calls for the number

of queued calls. If there are no calls, the light associated with the button is

off. If the number of calls in queue is less than the threshold, the light next to

goes on steadily. When the threshold is reached, the light next to

flashes.

• Oldest Queued Time (OQT)

This indication is based on the time the oldest call has waited in a queue. Each

split or skill is assigned a warning threshold of 0 to 999 seconds for the oldest

queued time. If no calls are in queue, the light next to is off. If calls are in

queue for less than the warning threshold time, the light next to goes on

steadily. When a call has been in queue for the warning threshold time, the light

next to flashes.

If the agent’s voice terminal has a display, he/she can press or to

display the number of queued calls and the oldest queued time. If the agent presses

these buttons when the display is in any mode other than Normal mode, the display

reverts to Normal mode and shows the queue information.

In addition to these buttons and lights, auxiliary queue warning lights can be

installed at a location within view of the agents. When the oldest queued time of a

NQC

NQC NQC

OQT

NQC OQT

call or the number of calls in queue exceed the administered threshold, these lights

flash; otherwise, the lights are off. (You may have one auxiliary queue warning light

for Call Warning and Time Waiting thresholds.)

The VuStats Feature

If your voice terminal has a display and is connected to the DEFINITY ECS G3V3

(or later), you may be able to use the VuStats feature to view Call Center statistics

on agents, splits or skills, Vector Directory Numbers (VDNs), and trunk groups.

Agents may use this feature to view their current productivity measurements or

those for the split or skill which they are logged into. For procedures on using this

feature, see “Using the VuStats Feature” in the next section of these instructions.

Note: You can use the VuStats feature with or without BCMS being active. If your

system is optioned for both BCMS and the VuStats feature, the measured field on

the hunt group, trunk group, and VDN forms will be used for both features together.

Non-ACD Calls

Non-ACD calls are those calls to an agent's station extension or the calls originated

by the agent. In an EAS environment, this can also include calls to the agent's

not have Direct Agent Calling (DAC). A non-ACD call may be originated or answered

by an agent whenever there is an available call appearance. The agent's work mode

remains unchanged while handling a non-ACD call.

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AT&T Definity Callmaster II Manual de usuario Pagina 12

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