NEC Univerge SV8500 Programming Manual page 197

L-19A LOGON/LOGOFF - ACD
GENERAL DESCRIPTION
Access to the ACD system is controlled either with or without logon ID codes. A logon ID code is used to identify
individual agents or supervisors, to the ACD, for statistics gathering purposes. An agent is only permitted to be
logged onto the system at one position at a time. Flexible ID Codes can be employed to log onto the ACD system.
Refer to "FLEXIBLE ID CODES-ACD [F-25A]" for related information.
OPERATING PROCEDURE
Logon Procedure:
This procedure varies depending on whether or not logon ID codes are used. The cases are described separately.
1. When logon ID codes are used:
a. The display shows VACANT.
The agent presses the LOGON key. The display shows LOGON ID?.
b.
c. The agent enters a logon ID code, using the DTMF keypad, and presses the "#" key after the logon ID
code is entered.
d. If an invalid logon ID code is entered, the display returns to LOGON ID? and the agent must enter a cor-
rect logon ID.
e. If the entered logon ID code is currently in use, the display briefly shows ID IN USE and then returns to
LOGON ID?.
f. If a valid logon ID code is entered, the LOGON lamp is lit, a greeting is provided, and the split the user
logged onto is displayed.
g. The console is placed in the Work mode with the Manual/Auto answer mode set to the split's default.
h. The WORK key must be pressed before the agent can begin taking calls.
2. When logon ID codes are not used:
a. The display shows VACANT.
The agent presses the LOGON key; the LOGON lamp is turned on, a greeting is provided, and the split
b.
the user logged onto is displayed.
c. The console is placed in the Work mode with the Manual/Auto answer mode set to the split's default.
d. The WORK key must be pressed before the agent can begin taking calls.
Logoff Procedure (with or without ID codes):
1. The agent or supervisor may log off the system while in Break mode, Work mode, or while ready to take calls.
2. The agent presses the LOGON key at this time. Several displays will cycle on the display for four seconds each:
a. A farewell greeting; for example, GOODBYE RENEE.
b. The time since logon in hours, minutes, and seconds; for example, SHIFT 6:38:08.
c. The number of incoming calls handled; for example, ACD CALLS 138.
d. If any calls were handled, the average time spent with each call in minutes and seconds; for example, AVG
TALK 1:30.
L-19A LOGON/LOGOFF - ACD
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