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Agent login and logout
To receive ACD calls, an agent must log into the system. An agent can be logged into
multiple splits/skills. If a hunt group is measured by Call Management System (CMS) or
Basic Call Management System (BCMS) or is a skill, an agent must enter a login ID;
otherwise, the login ID is optional.
Login
To log in, an agent goes off-hook and dials the login feature access code (FAC), followed
by the split/skill number and the login ID, if required. If login is successful, the agent
automatically enters Auxiliary Work mode for that split/skill. The Auxiliary Work button lamp
for that split/skill, lights steadily and the agent hears the confirmation tone.
If the split/skill is measured, the system sends messages to CMS or BCMS that the agent
(identified by login ID) has logged in and has entered Auxiliary Work mode.
Login is canceled and the agent receives intercept tone if any of the following occur during
login:
The agent dials an invalid login FAC or split/skill number (that is, the number of a
split/skill that does not exist or to which the agent is not assigned).
The agent is already logged into the maximum number of splits/skills.
The agent dials a split/skill number for a split/skill that he or she is already logged into.
Logout
The agent should log out when he or she leaves for an extended period of time and is
unavailable for ACD calls. If the split/skill is measured by CMS or BCMS and an agent logs
out, a message is sent to the CMS or BCMS so that the agent's status is no longer
measured. In a non-EAS environment, if an agent is logged into multiple splits, the agent
should log out of each split.
When temporarily unavailable for calls, an agent should use Auxiliary work mode, rather
than logging out. CMS or BCMS can continue tracking the agent's auxiliary work time.
To log out of a split, an agent goes off-hook and dials the logout FAC followed by the split
number. If logout is successful, the agent hears confirmation tone and work-mode button
lamps darken. The logout is canceled and the agent receives an intercept if any of the
following occur during logout:
The agent dials an invalid logout FAC or split number.
The agent dials a split number for a split that he or she is not logged into.
If an agent is using a handset in Automatic Answer mode, the agent can log out simply by
hanging up or turning off the headset. (This does not mean pressing the release button on
a Callmaster phone.) This does not apply to quick-disconnect. If the agent pulls the
handset to log out, the agent is automatically logged out of all splits that he or she has
logged into.
Agent Call Handling
Issue 1.0 May 2003
61
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