Agent Handset
On Duty
Manually dial ‘On Duty’ code 801 and you will
hear a confirmation tune, or from the ACD tab
press the programmed ‘On Duty’ key, and the
phone will display “On Duty”.
Off Duty
Manually dial ‘Off Duty’ code 802, you will hear a
confirmation tune or from the ACD tab press the
programmed ‘Off Duty’ key. The screen will show
“Off Duty”.
Temporary absent
Manually dial ‘Temp Absent’ code 804, the
screen will briefly show temp abs then give the
user a confirmation tune. To re-enter the group
please dial the ‘On Duty’ code or press the
programmed key.
Clerical Work
Manually dial ‘Clerical work’ code 803, screen
will briefly show Wrap up and you will then be
logged out. To re-enter the group please dial the
‘On Duty’ code or press the programmed key.
On Duty icon to log into the group
Clerical Work icon to temporarily log out of the group
Temp Absent icon to temporarily log out of the group
Off Duty icon to log out of the group
Information
ACD groups to select which they are receiving calls for
Display / Cancel agent stats
Customer database to amend / delete details of customer database
Call log shows details of calls for that agent
Preferences allows agent to amend agent assist view screen
Help screen
Calling number
Number called
ACD group name
Customer code e.g. customer account number
Waiting time in queue
Speaking time
Customer info allows agent to create a contact to put notes on
Drop down list with type of call info
