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21

BusinessPhone – ACD Agent

Notes

Notes

ACDAgentEn.book Page 21 Wednesday, January 15, 2003 11:29 AM

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Summary of Contents for ACD Agent

Page 1: ...t putting it in the text flow Select Graphics Properties and make the following settings Width 15 4 cm Important Height 11 2 cm May be smaller Top 5 3 cm Important Left 0 3 cm Important This text shou...

Page 2: ...BusinessPhone ACD Agent 2 EN LZTBS 160 370 R1A Ericsson Enterprise AB 2003...

Page 3: ...3 BusinessPhone ACD Agent Table of Contents Table of Contents page Welcome 4 The ACD Function 6 Agent Functions 9 Glossary 18 Index 20...

Page 4: ...e might not work in earlier versions of the system and or might be protected by a hardware dongle that has to be bought separately The User Guide describes the facilities of the BusinessPhone Communic...

Page 5: ...ject to alteration modification or commercial use Ericsson will not be liable for any damages arising from use of an illegal modified or altered publication Warranty ERICSSON MAKES NO WARRANTY OF ANY...

Page 6: ...ly to the number of active Agents and thus maintains an even service level Priority overflow patterns i e calls that cannot be answered by Agents with the highest priority are automatically overflowed...

Page 7: ...7 BusinessPhone ACD Agent The ACD Function Dialog 4222 Office Dialog 3211 Economyplus Dialog 3212 Standard Dialog 4223 Professional Dialog 3213 Executive...

Page 8: ...ialog 42xx and the Dialog 32xx series In this user guide you will only find illustrations of the Dialog 42xx keys If you are using a Dialog 32xx please refer to the table below to find out the appropr...

Page 9: ...ogrammed on level 2 2nd Press Press the related programmable key Activate the ACD function When you have activated the ACD function your extension is ready to receive ACD calls When you log on in one...

Page 10: ...on with PIN Code Only in conjunction with the ACD Call Centre Supervisor optional PC based system The PIN code is a personal identification code which can be used to create personal Agent statistics i...

Page 11: ...on your phone Please ask your system administrator for your Agent Number Note A combination of the two log on procedures with PIN and Agent Number is also possible In this case the ACD Ready key shou...

Page 12: ...he system automatically makes you available for further ACD calls In this case you have no Clerical key on your phone Automatic Clerical Time with Clerical key The Clerical Time can be concluded by pr...

Page 13: ...til the Clerical Time has expired or the Clerical key has been pressed Note Less than 5 seconds of programmed fixed Clerical Time will not be displayed Elapsed Clerical Time is displayed If no fixed C...

Page 14: ...ode If the key lamp flashes the system requires a Call Code The Call Code is used in conjunction with the ACD Management System to classify calls and to create statistics over all ACD Activities Cleri...

Page 15: ...after you have entered a valid Call Code and the fixed Clerical Time has elapsed Multiple Call Codes If one Call Code is not sufficient you can program the system so that it requires one or more Call...

Page 16: ...ed the system makes you passive after a certain number of time outs number of time outs is programmable You will become aware of a time out by a displayed message timeout ACD Pause key Your phone may...

Page 17: ...ht Day Switch of the ACD group The Night Switch function of ACD group will be used for handling the calls after the working hours In this case a night answering position will be defined and all calls...

Page 18: ...changes due to the change of the number of agents that are logged on to the ACD group Extension All telephones connected to the PBX have a unique internal number up to 8 digits If your telephone is eq...

Page 19: ...ne An external line from the private network Time outs Limitation for how often the fixed Clerical Time may be expired before the agent is automatically logged out See section Monitoring of time outs...

Page 20: ...4 Deactivate the ACD function 11 Help 17 Monitoring of timeouts 16 Multiple Call Codes 15 Night Day Switch of the ACD group 17 No Clerical key 15 Answer calls 12 C Call Codes for non ACD calls 16 Cler...

Page 21: ...21 BusinessPhone ACD Agent Notes Notes...

Page 22: ...Notes BusinessPhone ACD Agent 22...

Page 23: ...23 BusinessPhone ACD Agent Notes...

Page 24: ...140 countries Ericsson is helping to create the most powerful communication companies in the world All rights reserved Ericsson Enterprise AB For questions regarding the product please contact your E...

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