Acd : Poste Agent/Poste Superviseur; Agent Set; Open A Supervisor Session (Logon); Acd Application Welcome Screen - Alcatel-Lucent IP Touch 4068 User Manual

ACD : Poste agent/Poste
8
superviseur
Poste agent
8.1
A call centre solution allows optimum distribution of calls to agents according to their availability and skills.

Open a supervisor session (LogOn)

8.2
LogOn
• For a decision maker agent:
List
OR
enter the select the processing
processing group from a list
group number

ACD application welcome screen

8.3
Once the ACD session is open, the agent can access the ACD application dedicated functions.
CC
Available Agent
Unavailable WrapUp
Supervisor Queue info
LogOff Private info
Welcome guide ACR mgmt.
Alcatel-Lucent IP Touch 4038/
4068 & 4039 Digital Phone
Other
enter the identifier Enter your personal
number code
This function allows the agent to be 'logged out' from the ACD application.
Unavailable 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.
After each ACD call, the agent automatically assumes Wrap-up mode.
WrapUp 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).
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.
Supervisor
By pressing this key, the agent accesses information regarding the queue (number of calls
Queue info waiting, average or maximum waiting time, number of free, busy or logged out agents.
Pressing this key informs the agent about the configuration of his set (forwarding status,
Private info presence of new messages, associated set, name and number of the set, etc.).
This key allows the agent to configure the welcome messages, recording, activation/
Welcome guide deactivation, loading or playback of a welcome message.
Access to welcome message configuration involves entering the agent identifier number
and a password.
The agent can act on the distribution of the ACD calls by assigning or not assigning
expertise areas.
ACR mgmt.
Expertise areas can be assigned or deleted one by one or globally.
During a communication, the agent can send an assistance request to the supervisors.
This request can be accepted by a supervisor or rejected if the supervisors are absent, not
Help
available or reject the request.

Close an agent session (LogOff)

8.4
LogOff
enter your personal
code
30
Apply
the session is
closed