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ACD : Agent set - Supervisor
9
station
Agent set
9.1
A call centre solution allows optimum distribution of calls to agents according to their availability and skills.
Open an agent session (login) - Agent set
9.2
Login
info
ACD
Select the ACD
application
ACD application welcome
screen display
depending the displayed
informations, enter
your password or
confirm
ACD application welcome screen - Agent set
9.3
name of the
agent set
ACD
status of the
Perso
queues
135
A2
On
[01]
12:55
Onduty
C.Work
Perso
Menu
Info
T.Abs
Offduty
Logout
Groups
Passwd
•
[01] means: 1 call waiting (Alcatel 4028/4029 - Alcatel 4008/4018/4019).
Other
select the agent and
validate
The four operating statuses of the agent set
9.4
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Withdrawn , the agent has withdrawn from the ACD application.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.
The agent can change the operating status directly by entering codes (on all sets), by pressing the function keys on the set (Alcatel
4028/4029 and Alcatel 4038/4039/4068 sets), or using the 'Agent Assistant' agent software on PC (if available).
Changing the operating status of the set - Agent set
9.5
•
Changing using codes (all sets)
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
•
Change by function keys (Alcatel 4028/4029 and Alcatel 4038/4039/4068)
Press the function key of the status to be activated. Information relative to the selected status is displayed on the screen. If a
refusal message is displayed, contact the system administrator.
Modifying your personal code - Agent set
9.6
Password
new code (4 digits)
30
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withdrawn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
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