Need info on features - VoIP / PBX Info Forum for Avaya / Nortel, Cisco, ShoreTel, Panasonic and other manufactuers Tech Tips Community

southeastMI · October 16th, 2006

I need some info on the ACDSS and ACDSQ features. I just added this feature to a supervisor and need to train him on how to use the features and what they all of the stats mean.
Could someone help or piont me in the right direction to look for this info.

Thanks

Spngbob · October 26th, 2006

The ACDSS and ACDSQ feature buttons are for a Supv. who is responsible for more than 1 ACD group. The ACDSS (ACD Secondary Status) button is Pressed and the ACD Group number is dialed to view the number of agents logged on, in work, on calls, etc. The ACD SQ (Secondary Queue) button when pressed and the ACD Group number is dialed shows the number of calls in queue and the Average or Oldest Call Time while in queue.

If the Supv. only has 1 group then the ACDPS and ACDPQ buttons will show the details for the primary group. The Supv extension number is configured using the AMO DNIT. If the Emergency feature button is on the phone, the is also the extension that will be dialed when pressed.

Hope this helps.

Lisa

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