Display Indications - ESI 600 User Manual

User's Guide

Display indications

While you are logged on, the display will show the department's call status as shown below.
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If you're logged on but idle:
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If you're logged on and on a call, the display shows the Caller ID (or line number) and duration of
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the current call. The second line shows the Department name momentarily and then is replaced by
the number of calls waiting in queue and the longest hold time:
Additionally: to help alert agents that calls are in queue, a short tone will be heard each time a new call
is added to the queue.
On 48-Key Feature Phones only, a soft key labeled NXT (directly beneath the center of the display) can
be used to display additional ACD information. The following examples explain the information presented.
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(Continued)
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On a 24-Key Feature Phone, the call duration appears on the first line of the display. On a 48-Key Feature Phone, it appears on
the third line of the display.
The phone is idle. The user is logged into two ACD departments (the
one on the top line, TECH SUPPT, is the first one the user logged-onto).
WT (wait) shows how long the longest-waiting call in either queue has
been waiting.
A call is ringing. The display shows the Caller ID information and the
ACD department name — in this case, SALES.
A call is ringing via Esi-Link from the HOUSTON location for the TECH
SUPPT department (the user may be logged into either one or two ACD
departments; but, if it's two, the bottom line of the display makes it clear
which department is receiving the Esi-Link call).
Ten seconds after the user answers the call, his/her display shows the
appropriate department name and queue into which the call came.
Pressing the NXT soft key takes the user to the next display indication.
This shows the full Caller ID information, along with the location's short
name (here, HOU).
Pressing the NXT soft key while this appears takes the user to the next
display indication.
ACD agent operation
I.3