Advanced Features Guide

Advanced Features Guide
If you need this ACD capability . . . Turn to this Advanced
Feature . . . On page . . .
A supervisory extension that can manage an individual ACD
Group. "Supervisor, ACD Group" 71
A supervisory extension that can log an ACD Agent into or out of
the group. "Supervisor, ACD Group" 74
A supervisory extension that can manage an individual ACD
Group. "Supervisor, ACD Group" 71
A DSS Console that can show at a glance the status of ACD
Groups and agents. "Supervisor, DSS Console" 79
As a Group or System Supervisor, listen in on an ACD Agent's call"Supervisor Monitor"83 When all agents are busy, incoming calls can route to other
extensions, ACD groups or Voice Mail. "Overflow Options" 52
Set various options for ACD Groups."Class of Service, ACD"31 Temporarily log out an ACD Agent."Off Duty Mode"49 Press a key to have your ACD Group Supervisor monitor your call."Emergency Call"33 See the status of your ACD Group's calls at a glance."Queue Status Display"67 Set up Call Coverage keys for ACD Groups."Multiple Directory Number /
Call Coverage for ACD Groups" 46
Get one-button ACD Group calling and Transfer as well as a
unique BLF for ACD agents. "Hotline for ACD Agents" 38
Temporarily busy out your phone to the ACD Group when you
need to work at your desk. "Wrap-Up Time" 87
Use a headset for privacy and convenience, and optionally answer
calls automatically. "Headset Operation (with
Automatic Answer)" 35
For systems with inDepth ACD/MIS installed, allow the Reporter and Real Time products to sort based on ACD Agent number. Set up AIC log-in for specific agents using a verified code. This also allows for multiple group log-ins by an agent.
"Identification Codes for ACD
Agents" 41
Analyze system usage and calling patterns. "Traffic Reports"