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Agent Features: continued
34
Pressing the
A
key at the end of an ACD call makes your position
temporarily unavailable to receive new ACD calls. The key is most often
used to allow time for post-call processing; for example, completing paper-
work associated with an ACD call.
To stop further ACD calls coming in, press
A
at the end of a call.
The Not Ready indicator comes on.
When you are ready to receive further calls press
A
a second time.
Note: Do not press
A
during a ACD call or the call may be dis-
connected.
In some organizations codes are used to indicate the reason why the
A
key was pressed. If this feature is used at your site, the Not
Ready indicator will flash until you dial the code. Your supervisor will tell
you if this applies to your site and what codes to use if it does.
It is sometimes useful to know how many calls are waiting to be answered
or how long the call at the front of the queue has been waiting. The optional
Display Queue Threshold feature provides this information. Your supervisor
will tell you if the feature is available at your site.
To view information about calls waiting to be answered press
E
.
The information displayed normally includes a figure for the number of calls
in the queue, or the waiting time for the call at the front of the queue and a
graphical representation of the same information. A typical display is shown
below.
In the example above, the labels T1, T2 and T3 represent particular waiting
times selected by the organization concerned. The call at the front of the
queue has been waiting for 110 seconds, which is slightly more than time T2.
Not Ready key
Displaying the queue threshold
T1 T2 T3 WAIT
000000000000 110