OBi1000 User Guide
Copyright Obihai Technology
18
Feature Key
Description
Change ACD
Agent State
Available
Unavailable
Signed off
Wrapping Up
Change/monitor an ACD (or Call-‐Center) Agent State to one of the following values:
-‐
Available (to take new calls)
-‐
Unavailable (to take new calls)
-‐
Signed Off
-‐
Wrapping Up (the last call)
Automated Call Distribution
(ACD)
is the primary way a call-‐center distributes calls among a number of
agents working for the call-‐center. The ACD controller should only send incoming call to an agent whose
state is “Available”. An agent may sign off when done for the day, or unavailable when taking a break, or
wrap up if when wrapping up a call (i.e. processing associated paperwork after the call has finished).
While “Signed Off”, the agent presses the key once to sign on and becomes “Available”. While “Available”,
the agent presses the key once to become “Unavailable”. While “Unavailable” or “Wrapping Up”, the
agent presses the key once again to become “Available”.
Note that agent cannot change state to “Signed Off” or “Wrapping Up” directly by pressing the feature
key. To change to these states, agent must use the corresponding feature key menu item from the GUI
(invoked by pressing and holding down the feature key), or some other means provided by the Soft
Switch, such as a web portal.
This function must be bound to a specific voice service. The ACD agent handles calls on the bound service
only with respect to the underlying Call Center. The Call Center is not aware of calls the agent makes or
receives with other voice services installed on the phone.
Guest User
Logged Off
Logged On
This feature is also known as Hoteling or Hot Desking. The phone may be set up to be used temporarily by
a guest, such as a visiting employee or temporary worker. The guest can press the key and enter a user-‐id
and password to log in and start using the guest phone as their own extension temporarily (until logging
out or on a remote logout performed by the server).
This function must be bound to a specific voice service that supports this feature.
Disposition
Code
Enter a
Disposition Code
for the last call. This is used by a Call Center agent to enter a disposition code for
the last customer call.
This function must be bound to a specific voice service (that supports this feature).
Next Tab
Move to the next tab of VLKs – when at Tab 4, this will cycle back to Tab 1.
This function cannot bound to a specific voice service.
Transfer
Invoke the call transfer function on the currently highlighted call on the screen when the Calls App is at
the top of the display stack. The call must be in a transferrable state, such as is in the Holding or
Connected state.
This function cannot be bound to a specific voice service.
Blind Transfer
Invoke the blind call transfer function on the currently highlighted call on the screen when the Calls App is
at the top of the display stack. The call must be in a transferrable state, such as is in the Holding or
Connected state.
This function cannot be bound to a specific voice service.
