Acd : Agent Set; Agent Set; Open An Agent Session (Login); The Four Operating Statuses Of The Agent Set - Alcatel-Lucent 4018 User Manual

8

ACD : Agent set

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
[01]
[A2]
the 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• Withdrawn , the agent has withdrawn from the ACD application.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withdrawn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
OR
centre; you should contact your administrator