Telrad Digital Automatic Call Distribution Supervisor User Guide

Automatic Call Distribution (ACD)
SUPERVISOR 
USER GUIDE
76-110-0440/G Issue 1 

76-110-0440/G, Issue 1
Printed in Israel 

76-110-0440/G, Issue 1
Automatic Call Distribution 
(ACD)
SUPERVISOR USER GUIDE
Telrad Telecommunications Inc.
Woodbury, N.Y. 

NOTICE
This publication refers to Telrad’s 
Automatic
Call Distribution (ACD) package running on
Telrad’s DIGITAL KEY BX, DIGITAL 400, and
DIGITAL 1000 systems, Releases SB7, DB7,
and LB7, respectively, as of August, 1999.
This publication describes the operation of the
ACD supervisor’s position, using any Telrad
Avanti 3025 telephone.
Telrad reserves the right to modify the equip-
ment and the software described herein without
prior notice. However, changes made to the
equipment or to the software...

 
ACD Superviser User Guide 1
INTRODUCTION
GENERAL
This guide provides instructions for the Automatic Call 
Distribution (ACD) supervisor.
It includes details of:
•  Supervising agents;
•  Viewing agent statistics;
•  Viewing queue statistics.
The instructions refer to ACD supervisors in DIGITAL KEY 
BX, DIGITAL 400, and DIGITAL 1000 systems.
A detailed description of the Telrad ACD system is 
provided in the ACD System manual and in the DIGITAL 
System Description manual.
The supervisor must use an...

2   ACD Superviser User Guide
• 

  scrolls to the next screen.
• 
  moves to the previous screen.
Time conventions
In the display of the supervisors telephone:
: separates hours from minutes;
 indicates minutes;
 indicates seconds.
Thus 3:4526 means three hours, 45 minutes, 26 seconds.
CURSOR MOVEMENT AND ENTER BUTTONS
Your Avanti 3025 telephone set has sixteen softkeys, a 
four-direction cursor movement key, an ENTER button for 
selecting the current cursor position (see Figure 1). You 
may move among...

ACD Superviser User Guide 3
Viewing the statistical data involves:
•  Viewing the current status of the ACD queues, ACD 
groups and agents;
•  Viewing the accumulated data concerning the 
performance of the ACD queues, ACD groups, and 
agents.
The supervisor can have several buttons programmed on 
the telephone that are used for accessing various features. 
The buttons are defined in system programming. A 
recommended programming button layout is illustrated in 
Figure 1.
Figure 1  ACD supervisor...

4   ACD Superviser User Guide
Table 1 lists and briefly explains the function of the 
programmable buttons.
Table 1  Supervisor programmable buttons
*For DIGITAL KEY BX: QUE 1-16;
 For DIGITAL 400 and DIGITAL 1000: QUE 1-24.
Table 2  Queue button LED indications
The supervisor can program Memory buttons with the 
extension DN of each agent telephone, to give a BLF 
(Busy Lamp Field) LED indication of the agents telephone 
status (see Table 3). The supervisor can then dial the 
agents directly, even when...

ACD Superviser User Guide 5
 
Table 3   BLF (Busy Lamp Field) LED indications
LOGGING IN TO ACD
The supervisor follows the same procedure as the ACD 
agent when logging in and out of the ACD.
To log in
1.  Dial the log in code.
2.  Dial your supervisor ID.
To log out 
•  Dial the log out code.
USING THE ACD SUPERVISOR POSITION 
AS A REGULAR TELEPHONE
In addition to serving as a supervisor position, the 
supervisors telephone can also operate as a regular 
telephone extension.
Pressing the 
[ACD DM]...

6   ACD Superviser User Guide
When the supervisor exits ACD mode, the system 
remembers which screen the supervisor was working in. 
Pressing
 [ACD DM] returns you to the screen that was 
displayed when you exited the ACD mode.
SUPERVISOR SCREENS
The data viewed by the supervisor is displayed as a series 
of screens on the display of the Avanti 3025 telephone set.
The remainder of this guide describes the contents and 
purpose of the supervisor screens. It is divided into three 
sections:
•  The...