ZyXEL ISG50-ISDN User Guide - Page 219
ACD Queue Screen
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Chapter 10 Monitor 10.18 ACD Queue Screen Use this screen to monitor phone call activity for Automatic Call Distribution (ACD) agents. Click Monitor > PBX > ACD Queue to display this screen. Figure 160 Monitor > PBX > ACD Queue The following table describes the labels in this screen. Table 52 Monitor > PBX > ACD Queue LABEL Query DESCRIPTION Use this section to specify your query criteria. You can select an attribute, value pair for your search. You can choose to query by: Refresh interval Skill Number/Name - Select the ACD skill number/name for which you want to view the statistics. Enter how often (seconds) you want the ISG50 to update this screen. Click Apply to update the screen immediately. ACD Queue # Agent Name Agent ID Extension Number State If you do not want this screen to update periodically, enter 0. This table displays the current statistics for the queue on the selected Skill Number/ Name. This displays the number of entries in this table. This displays the name of an agent associated with the selected skill/number. This displays the ID numbers of an agent associated with the selected skill/number. This displays the extension of an agent associated with the selected skill/number. This displays the current state of an agent associated with the selected skill/number. Idle - This indicates the agent associated with the selected skill/number is logged in and idle. Busy (skill_XXXXX) - This indicates the agent associate with the selected skill/number is logged and busy. The skill that appears in parentheses indicates the skill with which he is currently occupied, if he belongs to multiple skills. Pause - This indicates the agent associated with the selected skill/number is logged in and his account is currently paused (not receiving or making calls). Priority ACD Queue: Waiting Calls Logoff - This indicates the agent associated with the selected skill/number is not logged in. This indicates the priority rating of the agent associated with the selected skill/number. This table displays a list all calls currently waiting in the queue for the selected skill/ number. ISG50 User's Guide 219
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