NEC I-Series Acd Supervisor User Guide

ACD Supervisor
User Guide
92600ACDS03 

ACD Group Options . . .If designated as either an ACD Group Supervisor or ACD System
Supervisor, by logging in you have the ability to:
Take the ACD Group(s) out of serviceCheck the log out status of each agent after the group(s) taken downChange your ACD Group assignmentRestore the ACD Group(s) to service
Log In or Out of Your ACD Group
System programming will determine if you
are a system or group supervisor.You only have Supervisor capability while
logged on.
1.   +  .
OR
1.   +  (ACD Log...

Change ACD Group Assignment
1. Log out of your ACD Group.
2.  Press the idle  .
3.  Dial  .
4.
Dial the number of the ACD Group into
which you want to log.
5.  Log into the new ACD Group.
Placing ACD Groups In or Out of Service
System Supervisors
: This procedure takes
all ACD Groups out of service.  Group
Supervisors
:  This procedure takes your
ACD Group out of service.
System programming will determine if you
are a system or group supervisor.
1.   (Out of Service).
2.   to take the ACD Group(s) out...

A
1.   (ACD Log On/Off).
The display shows: LOGIN TERMINAL   n
CHECK STA nnn.  The extension shown in
CHECK STA nnnhas not logged out.
2.  Press Volume or to scroll through
the list of agents that have not logged out.
3.   (ACD Log On/Off) again.System Supervisors
: This procedure will
return allACD Groups to service.
Group Supervisors: This procedure will
return yourACD Group to service.
System programming will determine if you
are a system or group supervisor.
You must be logged in to the ACD...

Your Emergency Call key flashes fast and
your phone rings. Your display shows:
EMG CALL CALL FROM nnn
1.  Lift handset.
2.  Press flashing  (Emergency
Call).You can hear both your ACD Agent
and the outside caller, but you cannot
talk to either party.
3.  (Optional) Press  to break
into your ACD Agent’s call (Emergency
Call) again.You can converse with all three parties
simultaneously. The initial call continues if you hang up.
When all agents in an ACD Group are unavail-
able, an incoming call will...

Using a DSS Console . . .If, as an ACD Supervisor, you have a DSS Console, you can use it to mon-
itor the status of the ACD Agents within a group.  The DSS Console is an
essential tool for supervisors since ACD Agent status monitoring is not
available on a keyset’s programmable keys.  When the DSS Console is
assigned to a supervisor, the 10 function keys in the last row become ACD
Group select buttons.  When you press a button for an ACD Group, the
console key flash rates tell you which of the group’s...

-
1.  Press DSS Console ACD Group key (1-8)
to select the agent’s group.
2.  Press DSS console key for agent.
To change from voice-announce to
ringing (or vice versa), dial 1.
1.  Place or answer call.If you are on an Intercom call, press
HOLD before going to the next step.
2.  Press DSS Console ACD Group key (1-8)
to select the agent’s group.
3.  Press DSS key for the ACD Agent that
will receive transfer.You cannot Transfer to an agent that is
busy, in Rest Mode or in Do Not Disturb.
4.  (Optional)...

April 2001
Printed in U.S.A. Part No. 92600ACDS03
Issue 1-0
NEC America Inc., Corporate Networks Group
4 Forest Parkway, Shelton, CT 06484
TEL: 203-926-5400  FAX: 203-929-0535
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