Acd : Agent Set; Agent Set; Open An Agent Session (Login); The Four Operating Statuses Of The Agent Set - Alcatel 4008 User Manual

ACD : Agent set

8

Agent set

8.1
A call centre solution allows optimum distribution of calls to agents according to their availability and skills.

Open an agent session (login)

8.2
OK
enter the code select the agent and
for the 'login' validate
function
ACD application welcome
screen display
• ACD application welcome screen
name of the
[01]
[A2]
agent set

The four operating statuses of the agent set

8.3
An agent's availability is determined by the operating status (of which there are 4), that the agent can change at any time. These
statuses are:
• In service, the agent is ready to receive calls.
• Withdrawn , the agent has withdrawn from the ACD application.
• Additional task, the agent is performing a task concerning a call and is not taking other calls.
• Temporarily absent, the agent has taken a break and is not taking calls.
Other
OK
depending the displayed
informations, enter
your password or
confirm
status of the
queues

Changing the operating status of the set

8.4
The operating status change codes are defined when the system is configured. Contact the system administrator to obtain these
codes.
enter the feature code
to activate
A melody is played: activation accepted, the
change of status has been carried out
26
Statuses Codes
in service
withdrawn
additional task
temporarily absent
A 'buzzer' type alarm sounds: activation refused, the set
is probably not taken into account by the call centre; you
OR
should contact your administrator