Display Features; -- Acd Supervisor Instructions; Activating Service Observing - Avaya 2420 User Manual

2. Press Available.
The Unavailable light goes off.
o
The Available light goes on.
o
3. Listen for an audible ring, then press the ringing call appearance button or lift the
handset. If you are using a headset, press the headset button and then press the line button
of the incoming call. If you are using a wireless headset, press the button on the headset.
4. Converse with the caller.
If your ACD is not programmed for After Call Work Mode (ACW), you are
automatically connected to your next ACD call when the caller hangs up. Go on to
Step 7.
5. If you enter After Call Work Mode, the following occurs:
Your call is disconnected when the caller hangs up, or when you go on-hook and
o
press Release.
The Available light goes off.
o
The Unavailable light goes on steadily at the end of the call.
o
You are in After Call Work Mode.
o
6. When you are ready to receive another ACD call, while you are in After Call Work
Mode, press Available.
7. To process another ACD call, repeat Steps 3 through 5.
To unstaff your position:
1. Log out to unstaff your position.
Display Features
If the CIQ button is lit, there are calls in queue.
To display queue status:
1. Press the CIQ button.
2. The display will show the number of calls in queue and the time the oldest caller in queue
has been waiting.

Activating Service Observing

The Service Observing feature can be used to monitor an agent's performance for extended
periods of time. If you are observing a particular agent or agent station, you are connected
immediately to that agent's call or the call at that station, and you can hear both the agent and the

-- ACD Supervisor Instructions --

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