Screen Display; Acd Functions; Log On To / Log Off From One Or All Acd Groups - Proximus Forum 500 User Manual

Screen Display

The Forum ACD Agent register displays the ACD groups which you are
assigned to via the currently selected telephone as an agent. The following
information is shown per group:
● Logged out or Logged in: Displays whether you are logged in to the group
or not.
●
The following is displayed for each ACD group:
– the number of agents who are logged into the group,
– the list of all calls that weren't answered by the agents of the ACD
group,
– the current number of callers in the call queue,
– waiting time of the caller who has been longest parked in the call queue.
The colour of the call queue display changes from green to yellow or red
when the number of callers in the call queue reaches a critical amount.

ACD Functions

Information on the functions in the Forum ACD Agent register is available in
the following chapters.

Log On to / Log Off from One or All ACD Groups

You can log on or off from a single ACD group or from all groups if you are a
member of several groups.
Log on to / log off from one ACD group
1. Login: Use this button to log yourself in to the respective group.
2. Logout: Use this button to log yourself out of the respective group.
Log on to / log off from all ACD groups
1. Login in all groups: Use this button to log on to all groups.
2. Logout in all groups: Use this button to log off from all groups.
Tip: If you wish to pause immediately after an ACD call, you can
activate the pause during the call. This ensures that you have no
additional ACD call allocated to you after terminating the call.
Operation by Agents
Operating the "Forum CTI" Application
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