3Com NBX 100 Administrator's Manual - page 282
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C
HAPTER
6: A
UTOMATIC
C
ALL
D
ISTRIBUTION
ACD Agents
The Agent List screen allows you to display the status of each NBX ACD
agent.
The statistical data do not contain the details for the ACD agents; the
display shows the overall summary of the ACD activity at that instance.
Fields in the Agent List Screen
Table 43
describes the function of each field and button in the Agent List
screen.
Agent Edit List Screen
To add an agent to or remove an agent from the list of valid ACD agents,
click the Edit List button in the Agent List screen.
To assign a system user as an ACD agent, do the following:
1 Click in the User List the user that you want to add to the Agent List.
2 Click .
Table 43 Agent List Screen: Field Descriptions
Field
Description
Report
Transfers control to the Agent Report screen. From this
screen, you can generate a report on the agent you
selected.
Extension
Displays the phone extension of the agent.
First Name
Displays the first name of the agent.
Last Name
Displays the last name of the agent.
Status
Identifies the current phone status of the agent. Categories
include:
Busy - The agent's phone is offhook.
Idle - The agent's phone is onhook.
Ringing - The agent's phone is ringing.
DNIS
Indicates whether the NBX system is using Dialed Number
Identification Service (DNIS) in order to identify the caller to
this agent.
ANI
Indicates whether the NBX system is using Automatic
Number Identification (ANI) in order to identify callers to
this agent.
ACD Call
Indicates whether the call that the agent is engaged in is an
ACD call or a non-ACD call.