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1.8 Utilising the Call Centre
112 User Manual
1.8.2 Monitoring and Controlling the Call Status of an
Incoming Call Distribution Group (Incoming Call
Distribution Group Monitor)
The extension assigned as a Supervisor extension can monitor and control the status of other
extensions in an incoming call distribution group. It should have a PT with 6-line display. The display
and DSS buttons show as follows:
Monitoring the Status of Waiting Calls
The Supervisor extension can monitor the status of calls waiting to be answered in the queue. If an
incoming call distribution group has an overflowed call, the display shows the status automatically.
The following information is displayed.
<Queuing Monitor>
• The current date/time
• The ICD Group extension number/name
• The number of waiting calls
• The longest waiting time
<Call Log History>
• The date/time when cleared at last time
• The total number of received calls
• The number of overflowed calls
• The number of unanswered calls
• The average waiting time of queuing calls
— Monitoring the Status of Waiting Calls
— Monitoring and Changing the Log-in/Log-out Status of Extensions
<Display>
Date/Time &
extension no.
<DSS>
Busy Status Monitor
Initial Display
<Display>
Queuing Monitor
<DSS>
Busy Status Monitor
Monitoring the
Call Status
<Display>
Call Log History
<DSS>
Busy Status Monitor
<Display>
Queuing Monitor
<DSS>
Log-in/Log-out Monitor
Monitoring the Call Status
and Log-in/Log-out Statu
s
"SPRVS"
"EXIT""EXIT"
"LOG""EXIT"
739
ICD Group: Incoming Call Distribution Group
ICD Group
extension
no.