Queue Light

[AUrrea]

The manual for the m2616 phones mentions the ability to have the phone light blink when there are calls in queue and also blink at a faster rate when a certain threshold is met. I can't seem to find a away to get this functioning.

I have M3904 and M2616 phones on my symposium call center.

Any ideas?

 

[rpneal44]

The AWC key is what you're probably looking for. But beware, this is lifted straight from the Symposium, M1/Succession 1000, and Voice Processing Guide, pub. 297-2183-909 rel 5.0, dated April '04:

-begin quote-

Unsupported phoneset keys

ACD Waiting Calls key/lamp
The ACD Waiting Calls (AWC) key/lamp is not supported in Symposium Call Center Server to indicate skillset information. Any AWC key/lamp defined on an agent’s or supervisor’s phoneset indicates information on the ACD-DN for the phoneset, as configured on the switch.

-end quote-

It will only indicate how many calls are in the agents' actual queue, probably more useful in ACD-C2. If that's what you need then go for it. In LD 23 set the queue thresholds:
CWTH - # of callers in Q - Lights the lamp solid
BYTH - # of callers in Q - Lamp flashes slow, prevents OVF from another Q
OVTH - # of callers in Q - Lamp flashes fast, prevents OVF from other Q, starts looking for another Q if you have designated one. a good starting point might be:
CWTH - 1
BYTH - 3
OVTH - 5

Once aginbg, since you are using Symposium, these may not have the effect you want, but try it.

Phil, the Phriendly Phone Man

 

[johnpoole]

the problem with symposium and awc can be the status of calls.. most of the time they are not in the que for a single agent or skillset.. so we ended up with some lamps that never came on and others that never went out.. best bet is the run live display on the desktop... if that flashing red does not encourage faster call handling, neither will another lamp on the set

john poole
bellsouth business
columbia,sc

 

[johnpoole]

with symposium you can build unique displays.. yellow solid for x number of call then red flash past a certain number of call or even for oldest call.. you can code those displays on any timer...

another good trick is to overflow calls to the supervisor at some point.. most of ours route calls to the supervisor if any call stays in que over two minutes..

john poole
bellsouth business
columbia,sc

 

[MossEng]

The best option is as a raised GRTD display all agents can see, I even have some customers who use a projector to give a wall sized GRTD display of calls waiting!

However if you really want to go down the AWC / DWC route, firstly the default CWTH, BYTH and OVTH will only show calls in the respective queues, if your using symposium there won't be any, as the calls are queued in the CDN and a call request is sent to the queue.

To show Call Requests you need to program NCWL (New Call Waiting Lamp) on the Queue and set CWLF (Call Waiting Lamp Flash) to the number of calls to make the key flash slowly,
and CWLW (Call Waiting Lamp Wink)to the number of calls to make the key flash fast. The CWTH value is used as before.