sundance-communications.com/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems Allowing agents to know when there are call in Q and how long they have been there.

I have installed a callpilot with a basic ACD package. The customer is requesting to be able to detect when there is a call in que and how many there may be.

The sales documentation says that "an indicator lets agents know when a call is waiting in queue; the display tells how many calls are waiting" I could not find this information in the manual however.

Is this information correct for the basic call center, or was this ment for the enhanced?

Thanks in advance.

This is enhanced call center and it is called a wall board.

I hope this is what you were looking for, or maybe this will do the trick.
I found this is the manual:
If a call exceeds the Primary alert time:
• a memory button indicator programmed with Display Waiting Calls flashes slowly.
F909 flashes based on the status of all the calls in the call center.
• a memory button indicator programmed with Agent Login flashes slowly.
F909 flashes based on the status of the calls for the skillsets an agent is logged on to.

If a call exceeds the Secondary alert time:
• a memory button indicator programmed with Display Waiting Calls flashes quickly.
F909 flashes based on the status of all the calls in the call center.
• a memory button indicator programmed with Agent Login F909 flashes quickly.
F909 flashes based on the status of the calls for the skillsets an agent is logged on to.
A slowly flashing indicator alerts you that a call has exceeded the Primary alert time. A quickly flashing indicator alerts you that a call has exceeded the Secondary alert time. The indicator stops flashing when the calls are handled.
You assign alert times in minutes and seconds. There is no default value for alert times.

Its for both. Look on the CP manual (Call Center Telephone Admin Guide/ccf983.pdf). You will use F909 if you do not have the ECC and F919 if you do. Unlike the Prelude call centers that actually flash a diamond on the button assigned, you have to scroll thru the options.

Thank you for your responses. they are a great help.