User`s guide

5(30)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 F
106/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
ACTIVE/PASSIVE MARKING OF
AGENT TELEPHONE
Definition
The agent can determine her/himself, by means of a
key, whether not ACD-calls shall be presented or not
on his/her telephone set.
Use
A presented call that remains unanswered after a
certain programmable time will be returned to its place
in the queue and the agent's telephone will be marked
as passive automatically by the system.
Operation
Each agent is assigned a key for active/passive mark-
ing (logged in/logged out of the system).
The key has a dual function and when the telephone is
marked active, the associated lamp glows steadily.
When the agent is marked active, calls to ACD-groups
that are active will be presented.
An agent telephone with display shows:
EXECUTIVE telephone
STANDARD telephone
The right part of the top row shows the situation of all
ACD-groups programmed in the system. If more than
four queues have been programmed, the display
shows four queues at a time.The queue indicator is
updated every five seconds.
The STANDARD telephone cannot be marked active
unless a queue is active.
The EXECUTIVE telephone can be marked active
even if no ACD-groups are marked active. This allows
the supervisor to monitor queue information without
participating in traffic handling.
The display then shows the following warning text:
When the agent is marked passive, no ACD-calls will
be presented to the telephone. The telephone func-
tions as a normal extension in the system.
Active/Passive marking of the telephone can only be
effected between calls.
Capacity
Not applicable.
Limitation
None.
Programming
0301
Key programming on agents' telephones.
All telephone key functions are programmed via
command 0301
10 Jul 14:40 +15˚ 0=01 1=02 2=00 3=00
EUROTRAVEL 701 SPEECH
0=01 1=02 2=00 3=00
EUROTRAVEL 701 S
10 Jul 14:40 +15˚ 0=01 1=02 2=00 3=00
NO ACTIVE QUEUES
10 Jul 14:40 +15˚
FUNCTION OF KEY 0301 xxxx yy zz
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