Acd Statistics - 3Com 3C10402B Administrator's Manual

Table 32 Agent List Window: Field Descriptions
Field
DNIS
ANI
Call
Agent Edit List Window
You can add an agent to or remove an agent from the list of valid ACD
agents.
To assign a system user as an ACD agent, do the following:
1 Log on to the NBX NetSet utility using the administrator login ID and
password.
2 Click Call Distribution Groups > ACD Agents.
3 Click the Edit List tab.
4 Click Show All to display a list of available telephone users.
5 Click the select box for the telephone user, or users, that you want to add
to the Agent List.
6 Click Apply.
If the number of agents exceeds the number allowed by the license (five
in the case of the Basic ACD license), the system disables the Add button
and displays an error message to indicate that the maximum number of
agents has been reached.
To unassign a system user as an ACD agent, do the following:
1 Click the Select box to deselect any user in the Agent List that you want
to unassign from ACD responsibilities.
2 Click Apply.

ACD Statistics

The ACD Statistics window allows you to gather meaningful data about
agents, calls, and callers to specific ACD groups.
Description
Indicates whether the system is using Dialed Number
Identification Service (DNIS) to identify the caller to this
agent.
Indicates whether the system is using Automatic Number
Identification (ANI) to identify callers to this agent.
Indicates whether the call that the agent is engaged in is an
ACD call or a non-ACD call.
Using ACD 149