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User Manual
ACD: Agent set/ Supervisor station
Agent set
A call center solution allows optimum distribution of calls to agents according to their availability and skills.
Open an agent session (LogOn) – Agent set
•
Reach the 'Menu' page.
•
LogOn
•
Enter the identifier number.
•
Enter your personal password.
For a decision maker agent
•
Use one of the following:
o Enter the processing group number.
o
List
Select the processing group from a list.
ACD application welcome screen – Agent set
Once the ACD session is open, the agent can access the ACD application dedicated functions.
•
Unavailable
This function allows the agent to be 'logged out ' from the ACD application. The 'logged out ' function
is activated - by default, on opening an agent session (system configuration), by the supervisor or
by the agent himself. The agent changes this 'logged out ' status by pressing the display key
associated with this function.
•
Wrap Up
After each ACD call, the agent automatically assumes Wrap-up mode. During this mode, the agent
does not receive any ACD calls and can carry out the tasks associated with a call.
This mode can be terminated at any time by pressing the display key associated with the Wrap-Up
function or by waiting for the end of the timer (system configuration).
•
Supervisor
When the agent is on a break, waiting for a call or in Wrap-up mode, he calls his supervisor directly
by pressing this key.
•
Queue info
By pressing this key, the agent accesses information regarding the queue (number of calls waiting,
average or maximum waiting time, number of free, busy or logged out agents).
•
Private info
Pressing this key informs the agent about the configuration of his set (forwarding status, presence of
new messages, associated set, name and number of the set, etc.).
•
Welcome guide
•
This key allows the agent to configure the welcome messages, recording, activation/deactivation,
loading or playback of a welcome message.
•
Access to welcome message configuration involves entering the agent identifier number and a
password.
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