1.8 Utilising the Call Centre126 User Manual1.8.2 Monitoring and Controlling the Call Status of an IncomingCall Distribution Group (Incoming Call Distribution GroupMonitor)– Monitoring the Status of Waiting Calls– Monitoring and Changing the Log-in/Log-out Status of ExtensionsThe extension assigned as a Supervisor extension can monitor and control the status of other extensionsin an incoming call distribution group. It should have a PT with 6-line display. The display and DSS buttonsshow as follows:Monitoring the Status of Waiting CallsThe Supervisor extension can monitor the status of calls waiting to be answered in the queue. If an incomingcall 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 callsDate/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.
