Acd Agent Operation; Programming The Agent Log-On/Off Key - ESI Feature Phone User Manual

User's Guide

ACD agent operation

(Not available on 12-Key Feature Phone.)
Important: You are 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.
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An ACD 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 lets you manually place yourself in or out of service for that department's calls.
Notes: It is possible to be logged into two departments at once. Consult your Installer or System Administrator to
confirm whether this is available on your particular ESI system.
If no agents are logged on, incoming calls immediately follow that department's call-forwarding routing.

Programming the agent log-on/off key

1. Enter Help mode by pressing HELP.
2. Press 3. Now Help mode will describe each key you 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).
4. Press HELP again to leave Help mode.
5. To program a new key location (or if one has not previously been programmed):
(a.) Hold down the desired programmable feature key for at least two seconds, to enter programming mode.
(b.) Dial 5 plus the department number.
(c.) Press the programmable feature key again.
1
Automatic call distribution.
2
This key is automatically assigned when an extension is set up as a member of an ACD department.
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(see below) for each ACD department to which you're assigned.
I.1
ACD agent operation