Filter
Top Products
CHAPTER 5 NDA-24282 (E)
Page 224
Revision 1.0
CALL WAITING INDICATION - LCD DISPLAY/CW LAMP - ACD
C-68A CALL WAITING INDICATION - LCD DISPLAY/CW LAMP - ACD
GENERAL DESCRIPTION
This feature provides visual indication of a split’s current queue depth by the use of the CW lamp (Call Waiting)
and the position’s display. The CW lamp is always operative but can only provide an approximate indication of
the queue depth. The position’s display can show the current queue depth precisely but the display is provided
periodically as the agent processes calls. An optional Call Waiting Key may be programmed and will generate
a display of the current queue depth when pressed.
OPERATING PROCEDURE
1. When the number of ACD calls in a split’s queue is greater than or equal to the call-waiting-on threshold,
the CW lamp is turned on.
2. When the number of ACD calls in the split’s queue is greater than or equal to the call-waiting-flash
threshold, the CW lamp flashes. A database setting can enable a chime to sound at positions in the WORK
mode when the lamp comes on or begins flashing. For more details information, refer to Call Waiting Lamp
with Chime - ACD [C-110A].
3. Each time an ACD agent or supervisor is assigned a new call or each time they go into Work mode, the
number of calls waiting in the split’s queue is displayed on their position.
4. When an agent or supervisor presses the LOGON key while engaged in a call, the calling party
identification of the original incoming ACD call (trunk calls only) is displayed for that position followed
by the number of calls waiting in the split queue.
5. For an on-demand display of the current queue depth and longest waiting caller the agent may press the
Call Waiting Key while in any mode.
SERVICE CONDITIONS
1. The lighting of the CW lamp may be somewhat delayed and is not intended to depict instantaneous queue
status.
2. Queue depth is only displayed on an agent’s position when there are calls waiting in the split queue.
3. Split data must be set for the desired threshold of calls in queue required to make the CW lamp illuminate
or flash to indicate call thresholds have been exceeded.
4. The call waiting indication can be provided on the D
term
agent or supervisor console in any unused
programmable line appearance.
5. The DLC and ELC line cards must be of the proper version to provide “call waiting indication”.
PROGRAMMING
Step 1: AKYD - Assign the CW lamp to the agent/supervisory position
KYN: Key Number
KYI = 1 (Function key)
FKY = 47 (CW lamp)