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Automatic Call Distribution (ACD)
Aspire Software Manual Features ◆ 121
When Logged Out of ACD Group
When ACD agents are logged out and a call is placed into the ACD queue, the phones of
the logged out agents will display the Queue Status and hear the alarm according to the
settings defined in system programming. Pressing the Queue Status Display Programma-
ble Function key will return the phone to idle until the timer in Program 41-20-03 expires
again.
Notes:
(A.) Do not use both 41-15 and 41-20 to set the ACD queue alarm. Select either one or the
other for the system to follow.
(B.) If a telephone is not idle, it cannot use the Queue Status Display Programmable Func-
tion key.
(C.) The Queue Status Display is not shown and the Queue Alarm is not heard by ACD
agents those in Off-Duty mode.
Feature
Available in Program
41-15
Available in Program
41-20
Queue Status Display --- Yes
Queue Status
Display Time
--- Yes
Alarm Yes Yes
Alarm Send Time Program 41-15-02 deter-
mines the length/interval
of the alarm.
Yes
Interval Time of
Queue Status Display
Yes
Class of Service --- Yes
Timing of alarm and
display queue status
Alarm triggered after the
number of calls in Pro-
gram 41-15-01 is
exceeded.
Alarm triggered after the
number of calls in Pro-
gram 41-20-01 is
exceeded. Then follows
Program 41-20-03 timing
for displaying status.
41-20-05
41-20-02
41-20-05
41-20-03
Queue Status displays and
Alarm Send (41-20-05) starts.
Call queues and
41-20-03 starts.
Alarm ends.
Time in queue refreshes on
display and queue alarm
sounds (if enabled).
Pattern repeats.
2
1
3
5
6
41-20-03
41-20-02
Queue Status
Display ends.
4