QX50/QX200/QX2000; (SW Version 6.0.x) 40
QX50/QX200/QX2000 Manual II: Administrator’s Guide
3. ACD Agents Table Settings
This group is used to configure agents in the ACD group and has
the following components:
The ACD Agents Table lists all agents in the corresponding ACD
group and their statuses.
Add opens the Add Entry page where a new agent may be added
to the group. The Add Entry page contains the following
components:
Fig.II- 55: Extensions Management - Edit Entry – ACD Agents Table page
ACD Agent ID
text field requires the name of the agent
previously created from the Agents table of ACD Management.
Agent Status drop down list requires the actual status of the
agent. The following values are available in this list:
• Online – the agent is logged into agent group and
available for receiving the calls from that group.
• Offline – the agent is not logged into the agent group
and cannot receive the calls from that group. The same
agent still can receive the calls from the other groups
where he/she is online.
• Away
– the agent is logged in but temporarily
unavailable for a short time by some reason.
Fig.II- 56: Agents Table of Group – Add Entry page
• DND (Do Not Disturb) – agent is busy by some other activity not related to conversation on the phone. For example, agent can be busy by
updating the customer’s record after the call or entering some data into database. Versus to Away status, the DND state of the agent changes
automatically to Online when the preconfigured DND timeout expires (it is now 30 seconds by default).
Please Note: The state of the Agent can also be modified from the handset by calling the predefined Auto Attendant (see
Attendant Extension Settings and
ACD Management).
Enable wrap-up – if enabled, the current Group doesn’t send new calls to the Agent within the wrap-up Timeout after closing the active call. Versus DND,
the agent’s status doesn’t change during Timeout period, which activates automatically every time when the agent finishes the call. That period is used,
for example, by the agent for updating the customer’s records after the call.
Move Up and Move Down buttons are used to move the selected entry one level up or down within the Agents Table. The sequence of Agents is
important when Round Robin call distribution is selected in the ACD Group Settings page (see above). Agents will be called in the order selected in the
Agents table.
Recording Box Extension Settings
For Recording Box extensions, the Extensions Management - Edit Entry page consists of General Settings, SIP Settings, SIP Advanced Settings and
Recording Box Settings pages. The SIP Settings and SIP Advanced Settings pages are the same as for the regular extensions described above. The
General Settings and Recording Box Settings pages are described below:
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