Acd Working - Avaya INDeX 20CC User Manual

Page 6 - ACD Working

ACD Working

Overview of ACD
Starting Work - Logging On
Finishing Work - Logging Off
INDeX 20CC User's Guide
Typically agents on a phone system are grouped together, eg. Sales group,
technical support group. ACD (Automatic Call Distribution) routes calls on the
sales number to any free agent in the sales group.
As an ACD agent you have a log on number. Once logged on you can receive
call from your group. If your system supports Roaming Agents, you can log
on at any ACD turret, otherwise you must log on at a particular turret (check
with your Supervisor).
Telephone
Incoming
Calls
System
Logged Off L o g g e d O n
The ACD records information about calls and agents. It display this on
Supervisor PC's, wallboards and reports.
When logging –on, you may be asked to enter your turret's passcode
(see page 33).
1. Press LOG ON/OFF.
2. Enter your agent number. If you make a mistake, press CANCEL and
re-enter your agent number.
3. Press DONE.
4. If okay, a -symbol appears above LOG ON/OFF.
5. If already logged-on, the turret displays the extension where your log on
number is in use.
6. If not recognised, the turret displays NOT AGENT, either enter your
number again or press DONE.
Logging off stops you receiving ACD calls.
To log off:
1. Press LOG ON/OFF.
A C D G r o u p
B u s y W r a p U p L o g g e d O n
38DHB0002UKCM - Issue 2 January 2000
Supervisor
Busy N/A
Supervisor PC