Acd Working - Lucent Technologies DT3 Telephone Manual

ACD Working

ACD on DT5 Phones?
Starting ACD Working - Logging On
Stopping ACD Calls Temporarily - Busy
Finishing ACD Working - Logging Off
INDeX 8.1 - DT 3/4/5 Telephone Guide
Your System Manager can provide DT5 phones with some ACD
functions. ACD (Automatic Call Distribution) is a process widely
used in telesales. When ACD agents log on from their phone,
the system automatically starts to direct appropriate incoming
calls to them if they are free.
To receive ACD calls you must log on.
To Log On:
1. Press LOG ON.
2. Enter your agent number. If you make a mistake, press
CANCEL and re-enter your agent number.
3. Press DONE.
4. If not recognised or already in use, either enter your number
again or press DONE.
5. A solid -symbol above the GROUP keys indicates when
you are available to receive ACD calls.
To temporarily stop receiving ACD calls:
1. To indicate that you are at your desk but doing other work,
press GROUP. The flashing -symbol above the GROUP
key indicates 'busy wrap up' to the ACD system. The
system can automatically cancel this after a short time.
2. To indicate that you are away from your desk, press NO
CALLS. The flashing -symbol above the NO CALLS key
indicates 'busy not available' to the ACD system.
3. To indicate you are ready to receive ACD calls again, press
the GROUP key. A solid -symbol above the GROUP key
indicates 'ready' to the ACD system.
To Log Off:
1. Press LOG OFF.
ACD Working – Page 25
38DHB0002UKAL - Issue 1 (08/99)