Acd : Agent Set / Supervisor Station; Agent Set; Open An Agent Session (Login); Acd Application Welcome Screen - Alcatel-Lucent OmniPCX Office IP Touch 4068 Owner's Manual

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 operating status of the agent
agent set set
ACD
number of
Perso
135 A2 On
the agent
1.00 2.00 3.00 4.02+
set
5.00 6.00 7.00 8.00
Perso
Onduty C.Work
T.Absence Offduty
Logout Groups
Password
Alcatel-Lucent IP Touch 4038
Phone/4039 Digital Phone/IP
Touch 4068 Phone sets
• 4.02+ means: group number 4; 2 calls waiting; the '+' sign indicates that the queue capacity has been reached
(Alcatel-Lucent IP Touch 4038 Phone/4039 Digital Phone/IP Touch 4068 Phone).
Other
Select the agent and
validate
status of the
queues

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• Withdrawn , the agent has withdrawn from the ACD application.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-
Lucent IP Touch 4028 Phone/4029 Digital Phone and Alcatel-Lucent IP Touch 4038 Phone/4039 Digital Phone/IP Touch 4068
Phone 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-Lucent IP Touch 4028 Phone/4029 Digital Phone and Alcatel-
Lucent IP Touch 4038 Phone/4039 Digital Phone/IP Touch 4068 Phone)
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 (6 digits)
32
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