ACD display indications

For only ESI Communications Servers, IVX X-Class, and IVX E-Class
Not available on 12-Key Feature Phone

While you’re logged on, the display will show the ACD department’s call status as shown below.

• If you’re logged on but idle:
   
  
• If you’re logged on and on a call, the display shows the Caller ID (or line number) and duration of the current call on the top line of the display. The second line shows the Department name momentarily and then is replaced by the number of calls waiting in queue and the longest hold time:
   
  

Additionally, to help alert agents that calls are in queue, a short beep tone will be heard each time a new call is added to the queue.

On 48-Key Feature Phones only, a soft key labeled NXT (directly beneath the center of the display) can be used to display additional ACD information. The following examples explain the information presented.

1.		The phone is idle. The user is logged into two ACD departments (the one on the top line, TECH SPPT, is the first one the user logged-onto). WT (wait) shows how long the longest-waiting call in either queue has been waiting.
2.		A call is ringing. The display shows the Caller ID information and the ACD department name — in this case, SALES.
3.		A call is ringing via Esi-Link from the HOUSTON location for the TECH SUPPT department (the user may be logged into either one or two ACD departments; but, if it’s two, the bottom line of the display makes it clear which department is receiving the Esi-Link call).
4.		Ten seconds after the user answers the call, his/her display shows the appropriate department name and queue into which the call came.   Pressing the NXT soft key takes the user to the next display indication.
5.		This shows the full Caller ID information, along with the location’s short name (here, HOU).   Pressing the NXT soft key while this appears takes the user to the next display indication.
6.		This shows how many calls are queued in the two ACD departments where the user is logged on. A wait (WT) countdown timer indicates the length that the longest-holding call has been holding.   Pressing the NXT soft key while this appears takes the user to the next display indication.
7.		This shows the wait time for current calls in ACD departments where the user is logged on.   Pressing the NXT soft key while this appears takes the user to display indication 4, above.
8.		The phone is idle. The user is logged onto two ACD departments but has summoned the normal idle display shown here by pressing the NXT soft key from the ACD idle display (display indication 1, above).   Pressing the NXT soft key while this appears takes the user to the next display indication.
9.		This shows total log-on time (in hours and minutes) and wrap time since the last log-on. Pressing NXT again will show log-on totals for the second department. After all of these have appeared, pressing the NXT soft key returns the user to display indication 1, above.
10.		The phone is idle and logged onto a single ACD department.   Pressing the NXT soft key while this appears takes the user to display indication 9, above.
11.		The phone is idle, logged onto a single ACD department, and in wrap mode.   Pressing the NXT soft key while this appears takes the user to display indication 9, above.
12.		The phone is idle, logged onto two ACD departments, and in wrap mode. The display shows what currently is the longest wait time for either department. The wrap mode applies to both departments.   Pressing the NXT soft key while this appears takes the user to display indication 9, above.