ACD agent operation
(This feature is not
available on IVX 20 Plus)
| Important: |
This is a special feature not explained in the
regular tutorial. Be sure to get your ACD department number from the
System Administrator. |
Introduction
Programming the agent log-on/off key
Wrap mode
LED indications
Display indications
While logged on: no DND, monitor mode or
call-forward
Call waiting
ACD administrator key
Introduction
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.
If all logged-on agents are busy, your 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* (see “Programming
the agent log-on/off key”) for each ACD department to
which you are assigned. This key lets you manually place yourself
in or out of service for that department’s calls.
| * |
This key is automatically assigned when an
extension is set up as a member of an ACD department. |
| Notes: |
Even though you may have been assigned to
more than one ACD department, you can be logged into only one
department at a time.
If no agents are logged on, incoming calls immediately follow
that department’s call-forwarding routing. |
Programming the agent log-on/off key
- Enter the phone’s help mode by
pressing PROG/HELP 0. Then press 3.
- Press each programmable feature key to determine the
location of the log on/off key (the keys have been assigned
beginning with the lower left-hand programmable feature key).
- To program a new key location (or, if one has not
previously been programmed):
- Access programmable feature key programming
(PROG/HELP 2).
- Press the key of the desired location.
- Dial 5 plus the department number (the department
number will be within the range 290–299).
- Press the programmable feature key again.
| Note: |
Programming an ACD department key inserts you, as
a member, into that department. |
Wrap mode
If you have paperwork or other wrap-up activities following a call,
you’ll appreciate your ESI phone system’s wrap mode.
While you’re logged on as an agent, pressing the programmed
wrap key (or placing the call on hold) prior to disconnecting from a
call will set your station in wrap mode — this delays immediate
assignment of the next call until you have had time to complete any wrap-up
activities. Press the wrap key again to release your station
from wrap mode and be available for the next call.
| Note: |
The Installer may have set a maximum allowable
wrap time. If so, when you’re in wrap mode, the upper-right
portion of the display will show a count-down timer indicating the
amount of time remaining in wrap mode. At the expiration of this timer,
you will automatically be available for the next call. |
Programming the wrap key
- Use the phone’s Help Mode (PROG/HELP 0)
to verify the location of the wrap key (it has been assigned to the third-row,
left-hand programmable feature key).
- To program a new key location (or if one has not been previously programmed):
- Access programmable feature key programming (PROG/HELP 2).
- Press the key of the location where you wish the key to be located.
- Dial 5 6 2.
- Press the programmable feature key again.
LED indications
The LED on the agent log-on/off key will indicate your agent status as follows:
| LED |
Status |
Green
 |
Logged on |
Amber
 |
In wrap mode |
Red
 |
Logged off |
Flashing red
 |
Automatically logged off |
| Note: |
If you leave your desk and forget to log off,
and the system sends a call to your station that is not answered,
your station will be automatically logged off. You must log back on,
upon returning to your station, to be available again for calls for
that department. |
Display indications
While you are logged on, the display will show the department’s
call status as shown below.
- If you’re logged on but idle:
- If you’re logged on and on a call, the display
shows the Caller ID (or line number) and duration of the
current call on the top line of the display. The bottom line
shows the department name momentarily and then is replaced by
the number of calls waiting in queue and the longest hold time:
Additionally, to help alert agents that calls are in queue, a short beep
tone will be heard each time a new call is added to the queue.
While logged on: no DND, monitor mode
or call-forward
While you are logged on as an agent, the system will deny your station
the ability to place your phone in DND or monitor mode or to call-forward calls.
When you log off, your station returns to normal regarding these capabilities.
Call waiting
While you are logged on as an agent, calls routed to you as a member of
an ACD department will not call-wait to your station. However, calls that
have dialed your extension number directly will call-wait.
ACD administrator key
A programmable feature key allows a user to view the call
activity of an ACD group. Set a programmable feature key with
5 6 3 and the ACD department number (for
example, 5 6 3 2 9 0), and
then press the key. It will glow green and the bottom line of
an ACD group’s display will appear until you press the
key again.
To program an ACD administrator key:
- Enter programming mode by pressing PROG/HELP.
- Press the desired programmable feature key.
- Press 5 6 3 followed by the
ACD department number.
| Note: |
If you don’t know the department number,
contact your System Administrator. |
- Press the same programmable feature key again.
| Note: |
While you’re logged on, your phone’s display
will show the department’s call status (see “Display indications”); however,
department calls won’t be directed to your extension. |
Product specifications subject to change without notice.
Copyright © 2005 ESI (Estech Systems, Inc.).
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