BusinessPhone Communication Platform 4.0
Facilities

## 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 telephone 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 overview of the traffic situation for each agent separatly. The following indications are supplied:

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

### 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 features that an agent can use. If the supervisor is to participate in ACD traffic handling, then each ACD-group that is to be served by the supervisor shall be represented by a key on the supervisor’s telephone set (ACD-group keys). To all queues, which have programmed an ACD-group key at the supervisor’s telephone 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 corresponding lamp will start flashing rapidly and ring signals are supplied on the basis of what has been programmed for the key.

The supervisor answers the call by pressing the key corresponding to the flashing lamp. A call is then initiated 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 established. If so desired, the agent can set up a conference comprising calling party, agent and supervisor.

## Capacity

The number of supervisors is unrestricted. The number of agents, that each supervisor telephone can monitor, is depending upon the number of programmable keys.

## Limitation

Only one supervisor can be equipped with CCS Standard or CCS Basic.

## Programming

Programming of ACD Supervision (monitoring) keys for supervisors. The supervisor(s) can program monitoring keys for the individual agents who are members of the agent group to which the supervisor is assigned.

Note

For each agent, who is to be monitored by a supervisor has to be programmed one monitoring key on the supervisor telephone set. Only then the agent status can be read out.

0301 |  | Key function

Enter function code = 17

0302 |  | Number/ID

0303 |  | Ringing alternative

## Equipment

The supervisor must be equipped with an EXECUTIVE telephone. If CCS system (Standard or Basic) is to be connected, a free V.24 interface must be available on CPU-D_ - or AUX_ board.

Revision: G © Ericsson Enterprise 2003