Queue Status Indication - Lucent Technologies Definity Callmaster II Instructions Manual

Stroke Count "0" (0-Stroke) is assigned to audio problems on a particular call.
Press the 0-Stroke button when you have difficulty hearing an ACD caller.
However, note that by pressing 0-Stroke, you have merely indicated to CMS that
there was an audio quality problem on that call; pressing the button does not
alleviate the audio and/or sound difficulty. (Many voice terminals, including the
CALLMASTER, have a Volume Control button, so, if you are using that type of
set and the volume is too low, press the right side of the Volume button.)
Call Work Codes — allows you to enter up to 16 digits for an ACD call to
record such customer-related details as account codes, social security numbers,
or phone numbers.
If you press a Call Work Code button, the light next to the button goes on steadily,
and a "C:" prompt appears on the display. You can then enter up to16 digits. When
you are finished, press
and start again.
You can enter a Stroke Count and/or Call Work Code while on a call or while in the
ACW mode after the call is released.
Although you are always allowed to enter a Stroke Count and/or Call Work Code,
each split can be administered so agents in that split are forced to complete a
Stroke Count or Call Work Code entry for every call answered in the Manual-In
mode. When splits are administered in this way, any attempt to enter Manual-In
mode will be denied until either a Stroke Count or Call Work Code is entered for
the previous call.

Queue Status Indication

You can receive two types of queue status indications for ACD calls. Your system
manager may have assigned you a button for each status indication.
Number of Queued Calls (NQC)
This indication is based on the total number of calls in queue for a split or skill.
Each split or skill is assigned a warning threshold of 1 to 200 calls for the number
of queued calls. If there are no calls, the light associated with the
off. If the number of calls in queue is less than the threshold, the light next to
goes on steadily. When the threshold is reached, the light next to
NQC
flashes.
Oldest Queued Time (OQT)
This indication is based on the time the oldest call has waited in a queue. Each
split or skill is assigned a warning threshold of 0 to 999 seconds for the oldest
queued time. If no calls are in queue, the light next to
queue for less than the warning threshold time, the light next to
steadily. When a call has been in queue for the warning threshold time, the light
next to flashes.
OQT
If your voice terminal has a display, you can press
number of queued calls and the oldest queued time. If you press these buttons when
the display is in any mode other than Normal mode, the display reverts to Normal
mode and shows the queue information.
In addition to these buttons and lights, auxiliary queue warning lights can be
installed at a location within view of the agents. When the oldest queued time of a
. If you make a mistake in entering the digits, press
#
NQC
is off. If calls are in
OQT
OQT
or to display the
NQC OQT
*
button is
NQC
goes on
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