Infinity Hi-Res Waits List - Cdn.ymaws

American Tel-A-Systems Inc.4800 Curtin Drive, McFarland, Wisconsin USA 53558-9424www.amtelco.comFilter and Handle Waits with the Hi-Res Waits ListAll rights reserved April 2017Contact: insider@amtelco.comThe Waits List control can be added to the Hi-Res area of the Infinity Telephone Agent screen toenable operators to see calls that are waiting to be answered. Operators can select a call from theWaits List and distribute the call to their station. The latest version includes the ability to filterthe Waits List to display only live calls.Setup Control PanelThe Waits List control is configured through the Infinity Telephone Agent Setup Control Panel.To add the Waits List to the Hi-Res area of Infinity Telephone Agent, press the CTRL and F12 keysat the Infinity Telephone Agent login prompt.The Setup Control Panel is displayed.On the navigation pane on the left, expand the Features node and then click “Hi-Resolution.”The Hi-Resolution settings are displayed.

2Infinity Hi-Res Waits ListHi-ResolutionThis Hi-Resolution setting enables the Hi-Resolution area of the Infinity Telephone Agentapplication.Select the Hi-Resolution check box if it is not already selected.Select Hi-Resolution Display TypeIn the “Select Hi-Resolution Display Type” pane, two display options are available. The Button Bar option displays a row of buttons that are used to access each of the HiRes controls. The Collapsible option displays the title bar of each of the selected Hi-Res controls, andallows the operator to show the content of a control by clicking the Expand icon.orhide the content of a control by clicking the Collapse icon.Select the Button Bar option or the Collapsible option.

Infinity Hi-Res Waits List3Hi-Res ButtonsWhen the Button Bar option is selected, the Hi-Res Buttons pane is displayed. The Hi-ResButtons settings determine which controls are locked open and their positions in the Hi-Res area.If you want the Waits List to be locked open, select the check box below the Waits icon.Below the check box, a menu of numbers is used to indicate the position of the control in the HiRes area.Select the desired position number, or select 0 (zero) to use any available position.ControlWhen the Collapsible option is selected, two Control menus are displayed, separated by a row ofarrow buttons. The controls on the left are the controls that are available to be added to the HiRes area, and the controls on the right are the controls that are selected to be displayed in the HiRes area.Select the Waits control in the left menu and then click the Right Arrow button.The Waits control is moved to the right menu.If desired, use the Up Arrow buttonand the Down Arrow buttonthe Waits control relative to other controls that have been added.to change the position ofThe check boxes in the Lock column are used to expand the controls upon login.If you want the Hi-Res area to be expanded upon login, select the check box next to the Waitsicon.

4Infinity Hi-Res Waits ListSaving Your SettingsIn order to save your changes, you must enable Infinity Telephone Agent to write the values tothe workstation’s Windows registry.On the navigation pane on the left, click “Network.”The network settings are displayed.Select the check box labeled “Replace permanent settings by writing these values to registry.”Click the OK button to close the Setup Control Panel.Waits ListAfter you have saved your configuration changes, log into the Infinity Telephone Agentapplication.If you chose to lock the Waits List, the Waits List is displayed on the right side of the screen. If the Button Bar option was selected and the Waits List is not displayed, click the Waitsbutton in the Button Bar.If the Collapsible option was selected and the Waits List is collapsed, click the Expandiconto the right of the Waits title bar.The headers along the top of the Waits List indicate the type of data that is displayed.ColumnDescriptionClientThe Client column displays the Infinity Client Account Number of each call inWaits.Client NameThe Client Name column displays the Client Name assigned to the clientaccount in the Client pages of Infinity Supervisor.

Infinity Hi-Res Waits ListColumnDescriptionRingsThe Rings column displays the ring count for the call.StateThe State column displays the Infinity Call State of the call.KindThe Kind column displays the Infinity Call Kind of the call.CDTThe CDT column displays the ID number of the Infinity Call DistributionTable used to distribute the call.SeekThe Seek column displays the station number to which the call is waiting to beassigned.PortThe Port column displays the port number of the call.AnswerThe Answer button is used to remove a call from the Waits List and distribute the call to yourstation.To take a call out of the Waits List, select a call and then click the Answer button.The selected call is assigned to your first available call slot. If you do not have an available callslot, the call is placed in your personal waits.Live Calls Only?The Live Calls Only check box filters the Waits List by Infinity Call State. Select the Live Calls Only check box to display calls in Waits that have an Infinity CallState of Ring, Zero, or AHold.These Call States correspond to unanswered calls that are ringing, calls in which thecaller pressed 0 (zero) to speak with an operator, and calls that were auto-answered andthen placed on hold. Note:Clear the Live Calls Only check box to display all calls in Waits.Prior to Infinity Telephone Agent version 5.60.5750.23, the Live Calls Only check boxfiltered calls by Infinity Call Kind instead of Infinity Call State.5

6Infinity Hi-Res Waits ListRefreshThe Waits List refreshes automatically every 6 seconds, 30 seconds, or 60 seconds, depending onthe number of calls in Waits. The Waits List can be refreshed manually by clicking the Refreshbutton.To refresh the Waits List, click the Refresh button.Requirements: Infinity Telephone Agent 5.60.5750.23 or laterR&D Software Department4800 Curtin Drive, McFarland, WI 53558

Infinity Hi-Res Waits List 5 Column Description Rings The Rings column displays the ring count for the call. State The State column displays the Infinity Call State of the call. Kind The Kind column displays the Infinity Call Kind of the call. CDT The CDT column displays the ID number of the Infinity Call Distribution Table used to distribute the call.