Avaya INDeX 20CC User Manual page 7

Stopping Work Temporarily - Busy
Sending Supervisor Messages
Viewing Waiting Calls
38DHB0002UKCM - Issue 2 January 2000
You can stop receiving ACD calls without logging off.
– Busy Wrap Up: Use this when at your desk but doing other work. You
can still see your own status time plus view details of waiting ACD calls
(see page 7). Note that the system may automatically cancel busy wrap-
up after a short time.
– Busy Not Available: Use this when away from your desk (for breaks,
lunch, etc. The turret displays the time.
To temporarily stop receiving ACD group calls:
1. Press either WRAP-UP (at the desk but doing other work) or BUSY N/A
(away from the desk).
2. The -symbol above the appropriate key flashes.
To return to receiving ACD calls again:
1. Press the key below the flashing -symbol.
You can use the ACD MSG key to send a message to your supervisor. The
message appears on their PC's screen. The messages available to each turret
can be altered by the system maintainer.
To send a message:
1. Press ACD MSG.
2. Select the message required and press the display key next to it (use the
SCROLL key to see all the messages available). Otherwise press
DONE.
A fast flashing lamp indicates a call(s) waiting. Your turret can display details
of the waiting calls.
To view call waiting information:
1. When the turret lamp is flashing, press VIEW to cycle through the
different options.
– CALLS WAITING: Displays the number of calls waiting.
– WAITING TIME: Displays the longest waiting call time.
– CALL WAITING FROM: Displays the line on which the longest waiting
call arrived (or extension if internal).
– TIME: Returns to normal call display.
ACD Working – Page 7
INDeX 20CC User's Guide