NEC supervisor User Guide

92600ACDS03

ACD Supervisor

User Guide

Handling Your Calls

ACD Group Options . . .

If designated as either an ACD Group Supervisor or ACD System
Supervisor, by logging in you have the ability to:

●

Take the ACD Group(s) out of service

●

Check the log out status of each agent after the group(s) taken down

●

Change your ACD Group assignment

●

Restore the ACD Group(s) to service

Log In or Out of Your ACD Group

To log on as the ACD

System or Group

Supervisor:

To log off as the ACD

System or Group

Supervisor:

●

System programming will determine if you
are a system or group supervisor.

●

You only have Supervisor capability while
logged on.

1. + .

OR

1. + (ACD Log On/Off).

●

System programming will determine if you
are a system or group supervisor.

●

This ends your Supervisor capabilities.

1. + .

OR

1. + (ACD Log On/Off).

2. Dial to log out.

●

Dial 0 instead to cancel the log out.

Handling Your Calls (cont’d)

Change ACD Group Assignment

To change your ACD

Group Assignment:

1. Log out of your ACD Group.

2. Press the idle .

3. Dial .

4. Dial the number of the ACD Group into

which you want to log.

5. Log into the new ACD Group.

Placing ACD Groups In or Out of Service

Taking ACD Groups

out of service:

●

System Supervisors: This procedure takes
all ACD Groups out of service. Group
Supervisors: This procedure takes your
ACD Group out of service.
System programming will determine if you
are a system or group supervisor.

1. (Out of Service).

2. to take the ACD Group(s) out of
service.

●

While you are logged out, calls no
longer ring into the ACD Group(s).

●

Your display shows: G:n END OF
WORK! TERMINAL LOG OUT...

indicating that all agents have not yet
logged out of the group.

●

Dial 0 instead to cancel the log out.

Handling Your Calls (cont’d)

Check to see which
agents have not yet

logged out of their

ACD Group:

1. (ACD Log On/Off).

●

The display shows: LOGIN TERMINAL n
CHECK STA nnn. The extension shown in
CHECK STA nnn has not logged out.

2. Press Volume ▲ or ▼ to scroll through
the list of agents that have not logged out.

3. (ACD Log On/Off) again.

Return the ACD

Group(s) to service:

● System Supervisors: This procedure will

return all ACD Groups to service.
Group Supervisors: This procedure will
return your ACD Group to service.
System programming will determine if you
are a system or group supervisor.

●

You must be logged in to the ACD group as
the supervisor before going to step 1.

1. (Out of Service).

Receive an Emergency Call . . .

If an ACD Agent needs assistance with a caller, they can place an
Emergency Call to you (their ACD Group Supervisor). Once you answer
the Emergency Call, you automatically monitor both the ACD Agent and
the caller. If the agent needs assistance, you can press your Emergency
Call key and join in the conversation.

Handling Your Calls (cont’d)

Answer an Emergency

Call (from an agent in

the ACD Group you

supervise):

Queue Status Display

Your Emergency Call key flashes fast and
your phone rings. Your display shows:
EMG CALL CALL FROM nnn

1. Lift handset.

2. Press flashing (Emergency
Call).

●

You can hear both your ACD Agent
and the outside caller, but you cannot
talk to either party.

3. (Optional) Press to break
into your ACD Agent’s call (Emergency
Call) again.

●

You can converse with all three parties
simultaneously.

●

The initial call continues if you hang up.

When all agents in an ACD Group are unavail­able, an incoming call will queue and cause the
Queue Status Display to appear on any display
phones programmed to receive it. The Queue
Status Display shows the number of calls
queued for an available agent, the trunk that’s
been waiting the longest, and how long it’s
been waiting. This feature works automatically
once it’s enabled in system programming.

The number of
calls in queue.

Name of trunk that has

been queued the longest.

002 LINE-001 01:30

How long the longest queued

call has been waiting.

This part of the display periodically

disappears and then refreshes.

Using a DSS Console

Using a DSS Console . . .

If, as an ACD Supervisor, you have a DSS Console, you can use it to mon­itor the status of the ACD Agents within a group. The DSS Console is an
essential tool for supervisors since ACD Agent status monitoring is not
available on a keyset’s programmable keys. When the DSS Console is
assigned to a supervisor, the 10 function keys in the last row become ACD
Group select buttons. When you press a button for an ACD Group, the
console key flash rates tell you which of the group’s agents are:

●

Logged onto the group (i.e., in service)

●

Logged out of the group (i.e., out of service)

●

Busy on a call

●

Placing an Emergency Call to the supervisor

●

Not available or installed

Using a DSS Console (cont’d)

Call an ACD Agent

from your ACD

Supervisor’s DSS

Console:

Transfer a call to an

ACD Agent from your

Supervisor’s DSS

Console:

1. Press DSS Console ACD Group key (1-8)

to select the agent’s group.

2. Press DSS console key for agent.

●

To change from voice-announce to
ringing (or vice versa), dial 1.

1. Place or answer call.

●

If you are on an Intercom call, press
HOLD before going to the next step.

2. Press DSS Console ACD Group key (1-8)
to select the agent’s group.

3. Press DSS key for the ACD Agent that
will receive transfer.

●

You cannot Transfer to an agent that is
busy, in Rest Mode or in Do Not Disturb.

4. (Optional) Announce call.

●

To retrieve the call if needed, press the
flashing line key.

5. to hang up.

Part No. 92600ACDS03
Issue 1-0

NEC America Inc., Corporate Networks Group

4 Forest Parkway, Shelton, CT 06484

TEL: [phone] FAX: [phone]

cng.nec.com

April 2001

Printed in U.S.A.