Vertical SBX IP 320 Features & Operation Manual page 96

Hunt Groups
Supervisor Monitor - The supervisor monitor provides a means for an ACD supervisor to
monitor an agent's call in progress or to provide assistance. When used, a supervisor may intrude
into an agent's call in a listen only or in a true conference mode. This feature is available with
or without warning tone.
Reroute Queued Call - The supervisor can reroute a queued call to another destination with or
without answer.
Database Assignment - The supervisor can change the overflow destination, overflow time, and
wrap-up time.
DKT with flexible buttons must be programmed [Supervisor Status] button.
[TRANS/PGM] + [FLEX] + [TRANS/PGM] + 8* + Group NO + [HOLD/SAVE]
ACD Statistics Report
1.
2.
ACD call queue status display
Dial "1" for ACD call statistics
-ACD Group-
Total Calls
Average Call Time
Average Ring Time
Busy Count and Time
Number of calls in queue
Average and Longest Queued Time
Unanswered Call Count
Access to the ACD Routing Database
Dial "2" for ACD Database Code,
Press the [Supervisor Status] button.
The Status & Control Menu is shown as below:
SBX IP 320 Features & Operation Guide
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