Mitel ACD 2000 User Manual download pdf (Page 24)

Queue Threshold Alert

Thresholds are programmed into the ACD system to provide a basis for alerting

Agents and Supervisors that calls have waited longer than acceptable limits

(thresholds) to be answered.

If your set is programmed with a Generic Group Queue Status Feature Key, it

can provide a visual indication of the current workload conditions of the

Automatic Call Distribution (ACD) Group into which you are logged. Your set may

also be programmed to provide an audible alert that Queue Status has changed.

NOTE: Agents in the Logged Out, Do Not Disturb, or Make Busy states are not

considered active Agents for the purpose of Queue Threshold Alert.

Visual Indications

If your set is programmed to provide a visual alert, the indicator beside the

Queue Status Feature Key indicates the three levels of alert as follows:

• a solid indicator beside the Line Select Key on your set indicates that

the workload is below the first threshold limit programmed

• a slowly flashing indicator indicates that the workload is above the first

but below the second threshold limit programmed

• a quickly flashing indicator indicates that the workload is above the

second threshold limit programmed.

Audible Indications

For sets programmed for audible indications, the system provides the following

different ringing patterns, depending on the threshold alert status:

• a single ring occurs when the longest waiting caller exceeds the

programmed first threshold time interval

• a double ring occurs when the longest waiting caller exceeds the

programmed second threshold time interval

• a single or double ring occurs when a previous threshold time interval

is reverted to (i.e., when the longest waiting call is answered and the

next longest waiting caller is in a different threshold level).

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Mitel ACD 2000 User Manual Page 24