Display Indications - ESI Feature Phone User Manual

User's Guide

Display indications

While you are logged on, the display will show the department's call status as shown below.
• If you're logged on but idle:
• If you're logged on and on a call, the display shows the Caller ID (or line number) and duration of the
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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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2.
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4.
5.
(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.
I.3
ACD agent operation