282 CHAPTER 6: A UTOMATIC CALL DISTRIBUTIONACD Agents The Agent List screen allows you to display the status of each NBX ACDagent.The statistical data do not contain the details for the ACD agents; thedisplay shows the overall summary of the ACD activity at that instance.Fields in the Agent List ScreenTable 43 describes the function of each field and button in the Agent Listscreen.Agent Edit List ScreenTo 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 DescriptionsField DescriptionReport Transfers control to the Agent Report screen. From thisscreen, you can generate a report on the agent youselected.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. Categoriesinclude: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 NumberIdentification Service (DNIS) in order to identify the caller tothis agent.ANI Indicates whether the NBX system is using AutomaticNumber Identification (ANI) in order to identify callers tothis agent.ACD Call Indicates whether the call that the agent is engaged in is anACD call or a non-ACD call.
