This section gives details of the following features and telephone operation where applicable.
When agents log in, they are added to all groups they are members of. If a group is not available because there is no logged-in agent, the group becomes available as soon as an agent logs in. When agents log out, they are removed from all groups they are members of. To prevent groups from becoming unavailable, an agent who is the only logged-in member of a group cannot log out if there are calls queued against the group.
When an agent is logged on a set, the agent must log out before another agent can log in. (Logover is not permitted).
The procedure that Hot Desk ACD agents use to log into a Hot Desk-enabled set is the same one used by Hot Desk users. See Hot Desk Login.
The procedure that Hot Desk ACD agents use to log into an ACD-enabled set is similar to the one used by traditional ACD agents. The difference is that Hot Desk ACD agents are prompted for a User PIN as if they were logging into a Hot Desk-enabled set. See Traditional ACD Agents below.
The procedure used by an ACD agent to log out of either a Hot Desk- or ACD-enabled set is the same as the one that traditional ACD agents use. See Hot Desk Logout.
Traditional ACD agents can only log in at ACD enabled sets. Traditional ACD agents require an Agent ID to log in. The following procedures describe traditional ACD agent log in.
5010 IP Phone, 5207 IP Phone, 5212 Phone, 5215 IP Phone, 5215 IP Phone (Dual Mode), and 5312 IP Phone:
To log in as a traditional ACD agent
Lift the handset.
Dial the Agent Login feature access code.
Dial your agent ID number.
Press #.
To log out
Dial the Agent Logout feature access code.
5020 IP Phone, 5220 IP Phone and 5220 IP Phone (Dual Mode), 5224 IP Phone, 5324 IP Phone, and Navigator:
To log in as a traditional agent:
Press SuperKey. "Agent Login?" is displayed.
Press Yes.
Dial your Agent ID number and press Enter.
To log out:
Press SuperKey.
Press No until AGENT LOGOUT? appears in the display.
Press Yes. You are now logged out. For traditional ACD agents, LOGGED OUT appears on the display for a few seconds after you end the call.
5320 IP Phone, 5330 IP Phone, 5340 IP Phone, and 5360 IP Phone:
Note: You will need to program a SuperKey feature key on your set. See Feature Keys for instructions.
To log in as a traditional agent:
Press SuperKey. "Agent Login?" is displayed.
Press Yes.
Dial your Agent ID number and press Enter.
To log out:
Press SuperKey.
Press No until LOGOUT? appears in the display.
Press Agent Logout. You are now logged out. LOGGED OUT appears on the display for a few seconds after you end the call.
Symbol NetVision Phone:
To log in or log out as a traditional ACD agent:
Press FCT.
Press # until SuperKey appears.
Press SND.
Press FCT
until Agent Login? appears
OR
Press FCT until Agent Logout?
appears
Dial the agent ID number.
Press SND.
Symbol MiNET Wireless Phone:
To log in as a traditional agent:
Press FCT.
Press down arrow key until SuperKey appears.
Press the Send Key.
Press Top Right Hand Key until Agent Login? appears.
Dial the agent ID number.
Press the Send Key.
To log out:
Press FCT.
Press down arrow key until SuperKey appears.
Press the Send Key.
Press Top Right Hand Key until Agent Logout? appears.
Press the Send Key.
All telephones
To call an agent:
Dial the agent's ID number.
The Make Busy feature ensures an ACD extension does not receive ACD calls when the agent is unavailable. The ACD extension remains in the Make Busy state until an agent deactivates it.
Mitel telephones:
To put a set in Make Busy state:
Press Make Busy feature key
To remove Make Busy state from a set:
Press Make Busy feature key
Note: If you set has a Superkey, you can also enable or disable Make Busy through the Superkey menu.
Symbol Wireless Phones:
To put wireless phone in Make Busy
Press Left Hand softkey until Make Busy? appears
Press On
- The phone displays Make Busy on the screen.
Note: The phone must be programmed as an ACD endpoint and the
user must be logged in as an ACD agent before Make Busy is displayed.
To remove the Make Busy state:
Press Left Hand softkey (off)
To exit the Make Busy feature:
Press END for Symbol NetVision Phone.
Press End Key for Symbol MiNET Wireless Phone.
This feature places an agent in Make Busy state when the agent logs into the system. It gives agents time to prepare before they begin to answer calls. If reason codes are enabled in the agent's class of service, the system automatically applies an "ACD Make Busy Reason Code" to the "Make Busy on Login" state.
In the Class of Service for the agent, enable the "ACD Make Busy on Login" option. This option is set to "No" by default.
In the ACD Agent IDs form assign the COS to the agent.
In the System Options form, set the "ACD Make Busy on Login Reason Code" to the desired code. This code is set to 0 by default.
Ensure that you have programmed a Make Busy key on each ACD set.
When an agent logs into an ACD set, the set is automatically placed in Make Busy state. The button number field of the ACD Real Time Event records displays the "ACD Make Busy on Login Reason" code. The agent must press the Make Busy key to exit Make Busy state and to start answering ACD calls.
ACD agents must enter a reason code when they place their telephones into Make Busy state. The code is displayed in the button number field of ACD Real Time Event records. As the agent presses the Make Busy softkey or FAC, the telephone displays "Enter Code". Codes only require one key press and can be any number from "0" (default) to "11" ("*" is output as "10" and "#" is output as "11"). After a code is entered, the telephone returns to an idle display with the addition of "Make Busy". Interpretation of reason codes are managed by individual call centers; call control and the ACD package do not have any means of identifying the meaning of different reason codes.
RTE and HCI events are generated as soon as Make Busy is activated. Another event is activated when the code or time out is received.
If an agent fails to enter a reason code within a few seconds, the telephone enters Make Busy state and a default reason of "0" is entered in the Real Time Events record.
In the Systems Options form, set the "ACD Make Busy Walk Away Codes" (Yes/No) option to "Yes".
To put an ACD set into a Make Busy state and enter a reason code:
Press the Make Busy softkey
or feature access code.
The set displays "Enter Code".
Enter a reason code using
the numbers on the keypad.
The display returns to idle state and may display "Make Busy".
The work timer is a programmable time period that provides a 'wrap up' time following an ACD call. The work timer places the agent in a temporary make busy state. The work timer is automatic to the agent but can be cancelled before the timer expires.
To cancel the work timer:
5140 and 5240 IP Phones
Press ACD.
Press Cancel Timer.
5330 and 5340 IP Phones
Press Cancel Timer.
All other display sets (including the sets above):
Press the Cancel key.
The threshold alert feature triggers an alert based on the longest call waiting queued to an ACD group. This feature alerts agents and supervisors that a predefined threshold has been exceeded.
Threshold alerting provides a visual indication of the longest call waiting in the queue of an ACD group. The LCD on ACD telephone sets flashes at a different rate when the threshold limit is exceeded. The audible sound, a "blip", can also be set to alert an agent when the threshold period is exceeded. There can be a delay of up to 15 seconds before the threshold alert feature triggers a visual or audible notification depending on the amount of call traffic (more traffic results in a longer delay)
The threshold times are based on group programming in the ACD Agent Skill Groups form. The first and second status threshold specifies the time for calls queued against the agent skill group.
A queue status key on ACD telephones provides the following information about an ACD group:
group name
the number of active agents in the group
the number of calls waiting in the group queue
the length of time the longest call has been waiting in the group queue.
The two types of queue status key are: Specific Group Alert, and Generic Group Alert.
Specific Group Alert key
A Specific Group Alert key normally appears only on a supervisor's telephone. Each Specific Group Alert key allows the supervisor to obtain queue status information for a specific agent skill group. A supervisor's telephone may have several Specific Group Alert keys.
Generic Group Alert key
A Generic Group Threshold Alert key allows an ACD agent to display the queue status key of the agent skill group that the agent is logged in to.
If an agent is a member of more than one group, the Generic Group Threshold Alert key is not available on the agent's telephone.
Silent Monitor is commonly used by ACD supervisors to listen to agent calls. It can also be used to monitor non-ACD sets, including ONS, SIP, and external hot desk user sets. The agent and caller do not hear the supervisor; however, the agent's telephone display may indicate that a call is being monitored.
Notes:
If Silent Monitor is activated for an agent skill group and an agent in the group also appears in other groups, the supervisor hears all calls the agent answers. The supervisor's telephone does not indicate whether the agent has answered a call for another group.
The Silent Monitor feature contained in the 3300 ICP ACD 2000 product may violate provincial, state, or federal statutes including without limitation criminal, or privacy legislation. VAR, and customer are hereby warned to check local laws to ensure that use of this feature does not contravene any such statutes.
Silent monitoring is not supported on MSDN networks.
Silent Monitor is not permitted on a non-prime line.
SUPERSET 420, SUPERSET 4025, SUPERSET 4125, SUPERSET 4015 telephones, 5010 IP Phone, 5207 IP Phone, 5212 IP Phone, 5215 IP Phone, 5215 IP Phone (Dual Mode), 5020 IP Phone, 5220 IP Phone, 5224 IP Phone, 5312 IP Phone, 5320 IP Phone, 5324 IP Phone, 5330 IP Phone, 5340 IP Phone, 5360 IP Phone, Navigator, and 5230 IP Phone, and Symbol Wireless Phones
To use silent monitor on an individual ACD agent:
Lift the handset.
Dial the Silent Monitor feature access code followed by agent's ID or extension number or the directory number of the non-ACD set.
SUPERSET 430 Telephones, SUPERSET 4150 Telephones, 5235 IP Phone
To use silent monitor on an individual agent:
Press ACD.
Press Monitor.
Dial the agent's directory number or the directory number of the non-ACD set.
Press Enter.
SUPERSET 420, SUPERSET 4025, SUPERSET 4125, SUPERSET 4015 telephones, 5010 IP Phone, 5207 IP Phone, 5212 IP Phone, 5215 IP Phone, 5215 IP Phone (Dual Mode), 5020 IP Phone, 5220 IP Phone, 5224 IP Phone, 5312 IP Phone, 5320 IP Phone, 5324 IP Phone, 5330 IP Phone, 5340 IP Phone, 5360 IP Phone, Navigator, and 5230 IP Phone, and Symbol Wireless Phones:
To use silent monitor on an agent skill group:
Lift the handset.
Dial the Silent Monitor feature access code followed by the group directory number.
To use silent monitor on the next agent busy on a call:
Press Next.
SUPERSET 430 Telephones, SUPERSET 4150 Telephones, 5235 IP Phone
To use silent monitor on an agent skill group:
Press ACD.
Press Monitor.
Dial the group directory number.
Press Enter.
To monitor the next agent busy on a call:
Press ? or Next Agent.
See also Silent Monitor. An agent can request help from a supervisor.
To request help from a supervisor:
Press Superkey.
Press No until the Request Help? appears in the display
Press Yes.
Enter the supervisor's Agent ID or extension number.
Press Enter.
Note: Silent Monitoring Agent Help is not supported on the SUPERSET 4015 phone, or the 5010, 5212, 5215, and 5312 IP Phones. However, Silent Monitoring Agent Help is supported on these phones if Contact Center Phone Set Manager is used with them.
Note: This feature is NOT supported over MSDN/DPNSS. The supervisor must be on the same switch as the agent who is requesting the help.
