User`s guide

2(11)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 D
107/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
ACD-SUPERVISOR GENERAL
Definition
A supervisor is an agent who monitors (supervises)
the incoming traffic to ACD agents. A supervisor
supervises also agents and assists them in difficult
situations.
Use
A supervisor must be equipped with an EXECUTIVE
telephone with ACD Supervision keys (monitoring
keys).
As an option the agent can be equipped with an
EXECUTIVE telephone and the PC-based program
CCS (Standard or Basic Edition).
General
The supervisor’s telephone set is a normal agent tele-
phone that is to be used only for monitoring the
queues. It can be programmed whereby all queues are
passive but the telephone is marked active.
The supervisor can now read the queue messages on
the telephone in the traffic mode, and statistics in the
programming mode.
The supervisor can take measures to prevent queues,
for example by:
• using more agents
• more agents activating the overloaded queue
• the supervisor’s participating in traffic handling
Monitoring keys
Aided by the lamp indications on ACD Supervision
(monitoring) keys, the supervisor can obtain an over-
view of the traffic situation for each agent separatly.
The following indications are supplied:
Working as an agent
The supervisor can also work as an agent if needed
(heavy traffic etc.). In this case he can use all the fea-
tures that an agent can use. If the supervisor is to par-
ticipate in ACD traffic handling, then each ACD-group
that is to be served by the supervisor shall be repre-
sented by a key on the supervisor’s telephone set
(ACD-group keys). To all queues, which have pro-
grammed an ACD-group key at the supervisor’s tele-
phone set, the lowest priority should be assigned.
See under ACD-AGENT (106/155 34-ASB 150 02
Uen).
Operation
Answer incoming ACD-calls
See under ACD-AGENT (106/155 34-ASB 150 02
Uen).
Read-out status of monitored agents
The lamps on the ACD Supervision (monitoring) keys
for the various agents show the traffic situation.
Help signal from an agent
If an agent presses her/his ’help key’ then the corre-
sponding lamp will start flashing rapidly and ring sig-
nals are supplied on the basis of what has been pro-
grammed for the key.
The supervisor answers the call by pressing the key
corresponding to the flashing lamp. A call is then initi-
ated to the relevant agent. The call will automatically
seize Line 1 or Line 2. The call is presented on the
called agent's Line 2.
When the agent answers, speech connection is estab-
lished. If so desired, the agent can set up a conference
comprising calling party, agent and supervisor.
Extinguished Agent telephone is in
passive mode
Steady glow Agent telephone is active
but free
Slow flash Agent telephone is in
clerical mode
Rapid flash Agent has pressed help-
key
Steady
glow with
short
breaks
Agent has an ongoing call