Queue Indication - Iwatsu ENTERPROSE-CS Owner's Manual

Queue Indication

Each ACD Group may be assigned a Queue Indication key. This key provides
the Agent or Supervisor with useful information about the number of calls
waiting to be answered by their group. ECS ACD Queue Indication is
provided in two ways.
 Lamp status of the QUEUEn key. Based on programming the red and
green QUEUEn key LEDs will change status
 LCD text message will display the current queues status when the
QUEUEn key is pressed.
The following table indicates the possible queue indications.
LAMP INDICATION
OFF
RED
FLASHING RED
FAST FLASHING RED
GREEN + TYPE OF RED
Pressing the Queue Indication key provides the ability to view the actual
number of calls in the ACD Queue. When pressing the [QUEUEn] key (where
n is the ACD group number) the number of ACD calls currently waiting in
queue display on the ACD Agent's LCD. The maximum number of ACD calls
in queue that display on the LCD is 255.
All three Queue Indication Levels as well as ACD Group Expansion can be
associated with an external relay to activate a light or bell. An IX-EDVIF card
is required for this operation.
To display the number of calls in an ACD queue:
 Press the [QUEUEn] key.
 The number of ACD calls in the queue will display.
61
Number of calls for each threshold level is programmable is programmable from 1 to 255
calls.
NUMBER OF CALLS WAITING
0
LEVEL 1
LEVEL 2
LEVEL 3
ACD GROUP EXPANSION
ECS ACD USER GUIDE - 239
61