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To respond to an agent help request at a display phone:
When your phone receives an agent help request, your display shows <name> REQUESTS HELP.
Do one of the following:
•
Accept the call by answering as usual. Your microphone is muted and you cannot be
heard by either party unless you press MUTE.
•
Reject the call by dialing “376”.
Hunt Groups
Hunt groups are groups of phones (programmed by your System Administrator) that share a
common extension number in addition to having individual extension numbers. This allows
someone to call anyone in the group or a specific member.
To enable or disable hunt group calls, dial “324”.
ACD Hunt Groups
Automatic Call Distribution distributes calls equally among the available members (agents) who
log in and out of the ACD hunt groups. When you log in to a group using ACD Agent ID
Automatic Connect and are using a headset, you may be automatically connected to calls.
Log in and out of ACD Hunt Groups
To log in to or out of all of your ACD hunt groups at once using the ACD Agent Login/Logout
feature code, with or without the handset lifted, dial “328” and enter your Agent ID if necessary.
To log in to one or more hunt groups using the ACD agent login feature code:
1. With or without the handset lifted, dial “326”. Display phones show AGENT LOGIN ACD
NUMBER.
2. Either enter the desired ACD hunt group number or press “#” to log in to all your ACD hut
groups at once. Display phones show AGENT LOGIN AGENT ID.
3. Either:
•
Log into ACD hunt groups using Agent Ids: Enter your agent ID. Display phones show
AGENT LOGGED INTO ALL ACDS.
•
To log in to ACD hunt groups that do not use agent Ids, press “#”. Display phones
show AGENT LOGGD INTO ALL ACDS.
If you were already logged in, the display shows ALREADY LOGGED INTO <hunt group>. If you
are not a member of the hunt group, the display shows NOT AN AGENT IN THIS HUNT GROUP,
and you hear the repeating tones. Start over.
4. Hang up if off hook. Repeat to log in to additional ACD groups if necessary.
To log out of one or more ACD hunt groups:
Either dial “328” to log out of all groups or, with or without the handset lifted, dial “327”. Hang
up if off hook.
Ending an ACD Hunt Group Call
When you end a hunt group call, a wrap-up timer starts. Until it expires you will not receive
another call through any of the ACD groups. You can end the wrap-up session early by dialing
“329” while on hook.
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