Creating Real Time Windows; Real Time Status - Pilot Numbers - NEC Univerge SV9100 Installation Manual

Creating Real Time Windows

There are several different Real Time windows that can be created in MyCalls. Real Time Statistics,
Single Value Windows and Combination Value Windows act in the same way they do in a non ACD
configuration. The main differences with working in an ACD environment is the Real Time Status
windows, which can be used to display Agent Status and Pilot Number status in various different
ways. A real time user view will show an agents status regardless of if they are logged into ACD or
not. A pilot number view will show the number of calls in queue and display agents that are logged
into specified ACD queue.
Real Time Status – Pilot Numbers
A real time pilot number status view will show which agents are who is logged into a pilot number and
some calls in queue information. From the View menu select Real Time Status / Pilot Numbers /
Queue Status / Create a New Queue Status View.
Select the Pilot number you wish to create the view for and choose either a detailed, overview or
summary view and click OK. A summary of the different views are as follows:
Show Detailed is a moving status window where users move around based upon which state they are
in and how long they have been in that state. The number of calls in queue, Longest Wait Time
(duration of the call queuing the longest in HH:MM:SS) and the CLI of the longest waiting caller. In
the sample below, there are 3 users available to take calls. Agent 200 is at the top of the list because
they have been in the available state the longest. If agent 200's extension was to ring with an ACD
call, Agent 200 would move to the ringing column. If 5 extensions were ringing, then there would be 5
extensions in the ringing column, the call that had been ringing the longest would be at the top of the
list.
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