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Section 521 Built-In ACD Supervisor Guide
26 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
Setting on Service Flow Details
Outline
This procedure makes a variety of settings such as service flow setting,
separately for agent group 1 and agent group 2.
Operation
1. From [CUSTOMIZE MENU] screen, press the
soft
key
4
or
9
select [GROUP SETTING].
2. From [GROUP SETTING] screen, use
soft
keys to select the
agent group to be set.
Agent group 1:
soft
key
1
or
6
Agent group 2:
soft
key
2
or
7
Agent group
3
: soft
key
3
or
8
3. First setting (3401) for the selected group is displayed. Enter a set
value, then press the
HOLD
key to validate setting. Every time
the
HOLD
key is pressed without set values specified, the next
setting item is displayed. Press
FL/R
key to return to the previous
setting.
4. To return to [CUSTOMIZE MENU] screen, press the
soft
key
5
or
10
.
Setting
If the first two digits of a setting number is [34], the setting pertains to group
1, [35], to group 2 and [36], to group 3. The following explanation, therefore,
shows group 1/group 2/group 3 settings.
Program Address 3401/3501/3601: Agent search method
Set the agent search method. Select either of the following:
1: LEAST BUSY FIRST setting. This mode first selects the agent
whose busy rate (total busy time/total Login time) is the lowest
in the group for the day.
CUSTOMIZE MENU
LINE REGIST.
→
SYSTEM ID
→
AGENT ID
→
GROUP SETTING
→
CALL HANDLING
→
GROUP SETTING
GROUP1
→
GROUP2
→
GROUP3
→
CUSTOMIZE MENU
→
3401:1
GROUP 1
1:LEAST BUSY
2:LONGEST IDLE
CUSTOMIZE MENU
→