Viewing Queue Status; Carrier Voip; Nortel Ip Phone 1150E User Guide (Cicm - Nortel 1150E User Manual

40 Supervisor features
The supervisor uses the Display Agent feature to monitor the status of all
agents with agent keys assigned to them.
Agents in the Not Ready state will be counted as busy on ACD calls or
non-ACD calls, as specified by the system administrator.
The following status information is displayed on the LCD:
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Step
1

Viewing queue status

Follow this procedure to view the status of calls in the Automatic Call
Distribution (ACD) queue. The supervisor uses the Display Queue feature
to verify that calls are being handled effectively.
The following status information is displayed on the LCD:
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•
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Step
1
2
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the number of active agents on ACD calls
the number of idle agents
the number of agents in not ready mode
the number of unmanned sets
Action
Press the Display Agent key.
The status of all agents with a key assigned on the supervisor's
phone is displayed for 12 seconds.
the number of calls waiting in the queue
the number of agent positions occupied for the queue
the length of time, in seconds, that the oldest call has been waiting in
the queue
Action
Press the Display Queue key.
Information for the current queue is displayed.
The display scrolls through the different queues at two-second
intervals.

Carrier VoIP

Nortel IP Phone 1150E User Guide (CICM)

NN10300-025 04.01 Standard
24 April 2009
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