you can create a queue status key on the phone. It can be set to flash at two different rates depending on the number of queued calls. At any point you can push the key to get an idea of the queue status. See below.
Threshold Alerting
The threshold alert feature triggers an alert based on the longest call waiting queued to an ACD group. This feature alerts agents and supervisors that a predefined threshold has been exceeded.
Threshold alerting provides a visual indication of the longest call waiting in the queue of an ACD group. The LCD on ACD telephone sets flashes at a different rate when the threshold limit is exceeded. The audible sound, a "blip", can also be set to alert an agent when the threshold period is exceeded. There can be a delay of up to 15 seconds before the threshold alert feature triggers a visual or audible notification depending on the amount of call traffic (more traffic results in a longer delay)
The threshold times are based on group programming in the ACD Agent Skill Groups form. The first and second status threshold specifies the time for calls queued against the agent skill group.
Threshold Alerting for ONS Devices
The following ringing cadences are used for threshold alerting on ONS devices:
Ring Cadence
Meaning
One full ring
Call queued to the ACD Group
Double ring
First threshold alert timer has been reached
Triple ring
Second threshold alert timer has been reached
Single ring
No further calls are in queue
Displaying Queue Status
A queue status key on ACD telephones provides the following information about an ACD group:
group name
the number of active agents in the group
the number of calls waiting in the group queue
the length of time the longest call has been waiting in the group queue.
The two types of queue status key are: Specific Group Alert, and Generic Group Alert.
Specific Group Alert key
A Specific Group Alert key normally appears only on a supervisor's telephone. Each Specific Group Alert key allows the supervisor to obtain queue status information for a specific agent skill group. A supervisor's telephone may have several Specific Group Alert keys.
Generic Group Alert key
A Generic Group Threshold Alert key allows an ACD agent to display the queue status key of the agent skill group that the agent is logged in to.
If an agent is a member of more than one group, the Generic Group Threshold Alert key is not available on the agent's telephone.
