Nortel Express User Manual page 215

March 2005
Call 1 (waiting 45 seconds)
Call 2 (waiting 60 seconds)
Call 3 (waiting 20 seconds)
The following display results when Agent 1 presses the DWC key:
1 2
W A I T I N G
1
2
The following display results when Agent 2 presses the DWC key:
1 2
W A I T I N G
1
2
DWC key lamp
The DWC key lamp on a Symposium Express Call Center agent phoneset does
not respond to calls in skillsets. It always remains dark in relation to skillset
loading and activity. However, the lamp continues to respond to the call loading
and activity in any ACD queues to which the agent is logged on, as determined
by the configuration on the Meridian 1. Calls are not normally queued to ACD
queues for Symposium Express Call Center; therefore, the primary use of this
feature for agents is when the call center is handling Network ACD calls or
operating in default mode and the Meridian 1 ACD features are routing the calls.
When the agent presses the DWC key, the agent phoneset display shows
Symposium Express Call Center skillset information as detailed in the previous
section.
Call Center Management Guide
3 4 5 6 7 8
M A N D
1
3 4 5 6 7 8
M A N D
4
Skillset A
Skillset B
9 10 11 12 13
L W A I
2
9 10 11 12 13
L W A I
3
Agent phoneset keys
Agent 1
Agent 2
14 15 16 17 18
T º
4 5
14 15 16 17 18
T º
6 0
...
24
º
...
24
º
215