Nortel Networks M3905 - Manual (Page 67)

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Your telephone display information
Your telephone display information
Understand the Meridian 1 Calls Waiting status indicator for ACD
The Calls Waiting indicator gives the agent a visual status of the number of calls in
the ACD queue. The following table lists the four states of the Calls Waiting
indicator.
Understand the ACD display information for the Meridian SL-100
On the Meridian SL-100, the Display Agent Summary Key allows the supervisor
to view the availability of the agents in the Call Center group. You can use this
feature to display this information on your display screen.
To display the queue threshold for
your Meridian SL-100 ACD group: Press the Display Queue Key.
Your display shows the following
information:
The labels T1, T2, and T3 represent the threshold wait time for the call at the front
of the queue or the number of calls in the queue. The number below CALLQ
indicates the number of calls in the queue (in some systems CALLQ is replaced by
WAIT, which indicates the actual waiting time, in seconds, for the first call in the
queue). In some systems, a summary of the queue threshold is shown on the
display each time a call is presented to your position:
Indicator Queue Status Meaning
Off Light There are few or no calls waiting.
On Normal An acceptable number of calls are
waiting.
Slow Flashing Busy Calls are backing up in the queue.
Calls overflowing to this queue
will not be accepted.
Fast Flashing Overloaded Too many calls are in the queue.
New calls are being overflowed to
another queue.
T1 T2 T3 CallQ
3
5551234
T2 CALLQ 026