Queue Status Indications; Administering Queue Status Indications - Avaya Communication Manager Contact Center Manual

Queue Status Indications

Queue Status Indications allows you to assign queue-status indicators for Automatic Call
Distribution (ACD) calls based on the number of split/skill calls queued and time in queue.
You can assign these indications to lamps on agent, supervisor, or attendant telephones or
consoles to help users monitor queue activity.
In addition, you can define auxiliary queue warning lamps to track queue status. On
telephones and consoles with displays, you can display the number of calls queued and
time in queue of the oldest call in the split/skill.

Administering Queue Status Indications

The following forms and fields are required to administer the Queue Status Indications
feature.
Required forms – Queue Status Indications
Form
Hunt Groups
Station (multi-
appearance)
Attendant
Console
System Capacity
Field
Queue Length
Calls Warning Threshold (per split/skill or
attendant group)
Time Warning Threshold (per split/skill or
attendant group)
Time Warning Port (per split/skill)
Calls Warning Port (per split/skill)
Button/Feature Button Assignments
— q-calls
— q-time
Feature Button Assignments
— atd-qcalls
— atd-qtime
— q-calls
— q-time
Queue Status Buttons
Queue Status Indications
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