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ACD queue display on phone? 2
- Thread starter brgf11
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You might want to note that the DWC key does not function in Symposium in the same way as traditional ACD. Here is some information extracted from the NTP:
This feature displays skillset information when the DWC key on an agent’s phoneset is pressed.
ATTENTION The information displayed is different from the DWC feature used in the Meridian 1 or CSE 1000 ACD environments.
Agent phoneset display
The following information displays on a Symposium Call Center Server agent’s phoneset (the “DWC agent”) when the agent presses the DWC key:
AAA BBB CCC, where
! AAA is the sum of the numbers of calls waiting in each skillset that the DWC agent is currently logged on to. A call is counted more than once if it is queued to more than one of the skillsets to which the DWC agent is logged on.
Note: If a call is queued to a specific Agent ID (using the Queue to Agent statement in the Symposium Call Center Server scripts), it is not included in the number of calls waiting for the DWC agent. Only calls waiting in the
skillsets to which the DWC agent is logged on are reflected.
! BBB is the sum of the number of agents logged on to each skillset to which the DWC agent is currently logged on. An agent is counted more than once if logged on to more than one of the skillsets to which the DWC agent is logged on.
! CCC is the waiting time, in seconds, of the oldest call in all of the skillsets to which the DWC agent is logged on.
Supervisor phoneset display
The DWC key and associated lamp configured on a upervisor’s phoneset do not support the display of any Symposium Call Center Server skillset information. If you press the DWC key on a supervisor’s phoneset, it shows ACD queue
information for that supervisor, as it currently does. The lamp also responds to ACD queue loading and activity for that supervisor, as determined by the switch configuration. Calls are not normally queued to ACD queues for Symposium
Call Center Server; therefore, the primary uses of this feature for Symposium Call Center Server supervisors are when the call center is handling Network ACD calls or operating in default mode, and the switch ACD features are routing the calls.
Skillset information
Skillset information display is only available on phonesets that have numeric display capabilities. Phonesets without numeric displays cannot get skillset information by any other means (such as audible tones). DWC key lamp
DWC key lamp
The DWC key lamp on a Symposium Call Center Server agent phoneset does not respond to calls in skillsets; it always remains dark as far as skillset loading and activity are concerned. However, the lamp continues to respond to the call loading and activity in any ACD queues that the agent is logged on to, as determined by the configuration on the switch. Calls are not normally queued to ACD queues for Symposium Call Center Server; therefore, the primary use of
this feature for agents is when the call center is handling Network ACD calls or operating in default mode, and the switch ACD features are routing the calls.
When the agent presses the DWC key, the agent phoneset display shows Symposium Call Center Server skillset information as detailed in the previous section.
This feature displays skillset information when the DWC key on an agent’s phoneset is pressed.
ATTENTION The information displayed is different from the DWC feature used in the Meridian 1 or CSE 1000 ACD environments.
Agent phoneset display
The following information displays on a Symposium Call Center Server agent’s phoneset (the “DWC agent”) when the agent presses the DWC key:
AAA BBB CCC, where
! AAA is the sum of the numbers of calls waiting in each skillset that the DWC agent is currently logged on to. A call is counted more than once if it is queued to more than one of the skillsets to which the DWC agent is logged on.
Note: If a call is queued to a specific Agent ID (using the Queue to Agent statement in the Symposium Call Center Server scripts), it is not included in the number of calls waiting for the DWC agent. Only calls waiting in the
skillsets to which the DWC agent is logged on are reflected.
! BBB is the sum of the number of agents logged on to each skillset to which the DWC agent is currently logged on. An agent is counted more than once if logged on to more than one of the skillsets to which the DWC agent is logged on.
! CCC is the waiting time, in seconds, of the oldest call in all of the skillsets to which the DWC agent is logged on.
Supervisor phoneset display
The DWC key and associated lamp configured on a upervisor’s phoneset do not support the display of any Symposium Call Center Server skillset information. If you press the DWC key on a supervisor’s phoneset, it shows ACD queue
information for that supervisor, as it currently does. The lamp also responds to ACD queue loading and activity for that supervisor, as determined by the switch configuration. Calls are not normally queued to ACD queues for Symposium
Call Center Server; therefore, the primary uses of this feature for Symposium Call Center Server supervisors are when the call center is handling Network ACD calls or operating in default mode, and the switch ACD features are routing the calls.
Skillset information
Skillset information display is only available on phonesets that have numeric display capabilities. Phonesets without numeric displays cannot get skillset information by any other means (such as audible tones). DWC key lamp
DWC key lamp
The DWC key lamp on a Symposium Call Center Server agent phoneset does not respond to calls in skillsets; it always remains dark as far as skillset loading and activity are concerned. However, the lamp continues to respond to the call loading and activity in any ACD queues that the agent is logged on to, as determined by the configuration on the switch. Calls are not normally queued to ACD queues for Symposium Call Center Server; therefore, the primary use of
this feature for agents is when the call center is handling Network ACD calls or operating in default mode, and the switch ACD features are routing the calls.
When the agent presses the DWC key, the agent phoneset display shows Symposium Call Center Server skillset information as detailed in the previous section.
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- #4
Not with the DWC key with Symposium, I'm afraid. You can deploy Symposium Web Client, or Symonview if you have an older installation. Something like that will give the agents a "virtual readerboard" on their workstation with all the skillset info.
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