1.8 Utilising the Call Centre112 User Manual1.8.2 Monitoring and Controlling the Call Status of anIncoming Call Distribution Group (Incoming CallDistribution Group Monitor)The extension assigned as a Supervisor extension can monitor and control the status of otherextensions in an incoming call distribution group. It should have a PT with 6-line display. The displayand DSS buttons show as follows:Monitoring the Status of Waiting CallsThe Supervisor extension can monitor the status of calls waiting to be answered in the queue. If anincoming call distribution group has an overflowed call, the display shows the status automatically.The following information is displayed.• The current date/time• The ICD Group extension number/name• The number of waiting calls• The longest waiting time• The date/time when cleared at last time• The total number of received calls• The number of overflowed calls• The number of unanswered calls• The average waiting time of queuing calls— Monitoring the Status of Waiting Calls— Monitoring and Changing the Log-in/Log-out Status of ExtensionsDate/Time &extension no.Busy Status MonitorInitial DisplayQueuing MonitorBusy Status MonitorMonitoring theCall StatusCall Log HistoryBusy Status MonitorQueuing MonitorLog-in/Log-out MonitorMonitoring the Call Statusand Log-in/Log-out Status"SPRVS""EXIT" "EXIT""LOG""EXIT"739ICD Group: Incoming Call Distribution GroupICD Groupextensionno.
