NEC Aspire Manual page 74

Section 3: Features
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Agent Log In and Log Out Services
An ACD Agent can log in and log out of their ACD Group. While logged in, the agent is avail-
able to receive ACD Group calls. When logged out, the agent is excluded from the group's
calls. The programmable keys and alphanumeric display on an agent's phone show at a glance
when they are logged in or logged out.
●
Agent Identity Code (AIC)
An Agent Identity Code (AIC) allows ACD agents to log in any extension without setting Program
41-02 (AIC Log In). Using AIC, ACD agents can also log in to multiple ACD groups at the same
time (up to 64 ACD Groups). The system will also allow all extensions (up to the system maxi-
mum) to log in using the same AIC code. AIC and ACD groups for each work period (mode pat-
tern number) can be set in Program 41-18.
With older software, P commands are not supported for AIC log on/ log off. Because of this, it
is not possible for the inDepth MIS software to determine which ACD groups each extension
was a member of or to which ACD groups calls were presented.
However, with software 4.0E and higher, AIC log on/log off operations are supported. The
Aspire P Commands will indicate which ACD Group is being logged onto when an AIC code
is entered. Also when an agent logs off, there will be a multiple log of events, one log off event
for each previous ACD log on event.
This feature is not yet supported by the inDepth software.
● Multiple Agent Log In
ACD agents can log their extension in using multiple AICs (up to 3). The system will also
allow all extensions (up to the system maximum) to log in using the same AIC code. For example,
even if ACD agent "A" logs in extension 350 with AIC 789, ACD agent "B" can also log in to
extension 351 with AIC 789 at the same time.
In addition to an agent logging in with multiple AIC codes, ACD agents can log in to multiple ACD
groups at the same time (up to 64 ACD Groups). AIC and ACD groups for each work period (mode
pattern number) can be set in Program 41-18.
Some conditions with Multiple Agent Log In:
● ACD agents cannot log in to the system supervisor or group supervisor's extension.
● In order to log in with AIC, the extension should be set to AIC Log In mode in Program
41-17.
● If the extension is set to AIC log in mode in Program 41-17, the system will ignore the set-
ting of Program 41-02 for the extension.
● A supervisor cannot log out an agent logged in by an AIC code.
● Emergency Call
If an ACD Agent needs assistance with a caller, they can place an Emergency Call to their
ACD Group Supervisor. Once the supervisor answers the Emergency Call, they automatically
monitor both the ACD Agent and the caller. If the agent needs assistance, the supervisor can
join in the conversation. Emergency Call can be a big help to inexperienced ACD Agents that
need technical advise or assistance with a difÞcult caller. The supervisor can easily listen to
the conversation and then "jump in" if the situation gets out of hand.
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