Acd Functions - Siemens HiPath 3000 User Manual

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8.8

ACD Functions

The ACD (Automatic Call Distribution) feature serves to distribute calls within a team. An in-
coming call is always assigned to the team member (agent) who has had the longest break
without a call.
The team members can also work in different locations, e.g. at the company and on a home
workstation. The teams (call distribution groups) and team members (agents) are defined by
the service technician.
The current ACD status is displayed in the Connection Parties window in the form of a separate
button with different labels and colors, depending on the ACD status.
The station is not logged on (grey)
●
The station is logged on (bright green)
●
The station is in the wrap-up phase (dark green)
●
The station is not available (dark blue)
●
The code of the person responsible appears in parentheses after the text. Furthermore, the call
forwarding destination is indicated in text form on this button.
A31003-G2540-A100-3-76A9, 04/2003
optiClient 130 V4.0, User Manual
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ACD Functions
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