Acd Agents - 3Com 3C10402B Administrator's Manual

148 C 7: C
HAPTER ALL

ACD Agents

D G
ISTRIBUTION ROUPS
Table 31 Announcements Window: Field Descriptions
Field
Play/Record Extension
Apply
Enter the New
Announcement Name
to Record
Enter Path for .WAV
File to Import
Announcement
Browse
Import
The Agent List window allows you to display the status of each ACD
agent.
The statistical data does not contain the details for the ACD agents; the
display shows the overall summary of the ACD activity at that instance.
Fields in the Agent List Window
Table 32 describes the function of each field and button in the Agent List
window (Click Call Distribution Groups > ACD Agents).
Table 32 Agent List Window: Field Descriptions
Field
Extension
First Name
Last Name
Status
Description
Lets you identify the telephone extension to which the
selected .WAV file applies.
Associates the .WAV file that you identified in the
Play/Record Extension.
Lets you associate a mnemonic name with the .WAV file.
Lets you point ACD to the location in the file system of the
.WAV file that you want to associate with the selected
telephone extension.
Instructs the system to search the file system under your
direction for the .WAV file to associate with the selected
telephone extension.
Imports a .WAV file from the file system into the ACD list of
usable announcements.
Description
Displays the telephone extension of the agent.
Displays the first name of the agent.
Displays the last name of the agent.
Identifies the current telephone status of the agent.
Categories include:
Connected - The agent's telephone is offhook.
Idle - The agent's telephone is onhook.
Ringing - The agent's telephone is ringing.