Acd Agent Operation - ESI ORIGINAL IVX User Manual

38 P U '
OWER SER
ACD A O
GENT PERATION
P
ROGRAMMING THE
G
S UIDE
You are being assigned a special IVX feature.
Be sure to get your ACD Department number from
the System Administrator.
An ACD Department is made up of agents who, when
logged on, are able to receive calls for that Department.
Calls are presented to the longest idle of logged on agents.
If all logged-on agents are busy, the calls will be placed on
hold in the ACD queue and the longest holding caller will
be automatically connected when an agent becomes avail-
able. Callers on hold hear periodic prompts to continue to
hold.
As an ACD Department Agent, your phone must have
one of the Soft Feature Keys programmed as an Agent
Log On/Off Key for each ACD Department where you are
assigned. This key allows you to manually place yourself
in or out of service for that Department's calls.
Note: Even though you may have been assigned to more
than one ACD Department, you can only be logged into
one Department at a time.
A L O /O
GENT OG N FF
If you have been assigned to an ACD Department or
Departments, a Log On Key has automatically been creat-
ed beginning with the lower left-hand Soft Feature Key.
Use the phone's Help Mode (Program Key, 0, 3) and press
each Soft Feature Key to determine the location of the Log
On/Off Key (s). To program a new key location (or if one
has not been previously programmed) access Soft Feature
Key programming (Program Key, 2). Press the key of the
new location, dial 5 plus the Department number, and
press the Soft Feature Key again.
Note: the Department number will be a number from 200
to 209.
K
EY
IVX