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Supervisor Features: continued
41
As a supervisor, it is your responsibility to monitor the state of the incom-
ing call queues for your ACD group and to route calls from one group to
another if a group has more calls waiting to be answered than can be han-
dled in an acceptable time.
The
G
key allows you to re-route incoming calls from one ACD
group to another. The route taken when the feature is activated is defined
during site configuration
—
you have no local control over the route.
Any calls already in progress or already in the queue are not affected.
To activate the Controlled Interflow feature:
1. Press
G
.
The associated indicator comes on. All subsequent calls to this ACD
group are re-routed to another group.
To turn off the re-routing feature:
1. Press
G
again.
If you have an
,
key on your supervisor’s telephone you can also func-
tion as an ACD agent if necessary, for example if the ACD group is excep-
tionally busy.
To do this you must first log into the system to be recognized as an agent
available to receive calls see Logging in, in the Agent features part of this
guide. Once you are logged in, ACD calls will be presented on your
,
key. Refer to the Agent features part of the guide for information on per-
forming agent activities.
Controlled Interflow
Supervisors as agents