ACD agent operation
For only ESI Communications Servers, IVX X-Class, and IVX E-Class
Not available on 12-Key Feature Phone
Important:
You’re being assigned a special feature not explained in the regular station User’s Guide or tutorial. Be sure to get your ACD department number from the System Administrator.
An ACD (automatic call distribution) department is made up of agents who, when logged on, can receive calls for that department. Calls go to the logged-on agent who has been idle for the longest time since answering his/her last ACD call. If all logged-on agents are busy, the ESI phone system places the calls in a holding queue and automatically connects the longest-holding call when an agent becomes available. While holding, callers hear periodic prompts to continue to hold. As an ACD department agent, you must have one of your phone’s programmable feature keys programmed as an agent log-on/off key (this key is automatically assigned when an extension is set up as a member of an ACD department; see “Programming the agent log-on/off key”) for each ACD department to which you’re assigned. This key lets you manually place yourself in or out of service for that department’s calls.
Notes:
You may have been assigned to more than one ACD department. On applicable systems
shipped since February 17, 2006, you can be logged into two departments at once; otherwise, you can be
logged into only one department at a time.
On IVX systems, be sure that you never program any of your programmable feature keys as
line keys if system-wide hold has been enabled (if you’re not sure, consult your System
Administrator).
If no agents are logged on, incoming calls immediately follow that department’s call-forwarding routing.