Acd Agents - 3Com NBX 100 Administrator's Manual

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HAPTER UTOMATIC

ACD Agents

C D
ALL ISTRIBUTION
The Agent List screen allows you to display the status of each NBX ACD
agent.
The statistical data do not contain the details for the ACD agents; the
display shows the overall summary of the ACD activity at that instance.
Fields in the Agent List Screen
Table 43 describes the function of each field and button in the Agent List
screen.
Table 43 Agent List Screen: Field Descriptions
Field
Report
Extension
First Name
Last Name
Status
DNIS
ANI
ACD Call
Agent Edit List Screen
To add an agent to or remove an agent from the list of valid ACD agents,
click the Edit List button in the Agent List screen.
To assign a system user as an ACD agent, do the following:
1 Click in the User List the user that you want to add to the Agent List.
2 Click .
Description
Transfers control to the Agent Report screen. From this
screen, you can generate a report on the agent you
selected.
Displays the phone extension of the agent.
Displays the first name of the agent.
Displays the last name of the agent.
Identifies the current phone status of the agent. Categories
include:
Busy - The agent's phone is offhook.
Idle - The agent's phone is onhook.
Ringing - The agent's phone is ringing.
Indicates whether the NBX system is using Dialed Number
Identification Service (DNIS) in order to identify the caller to
this agent.
Indicates whether the NBX system is using Automatic
Number Identification (ANI) in order to identify callers to
this agent.
Indicates whether the call that the agent is engaged in is an
ACD call or a non-ACD call.