Contents
ACD Agent Features ............................................................................ 1
Agent Help Request .................................................................... 1
Agent Login ............................................................................................ 2
Primary Agents ............................................................................. 2
Secondary Agents ........................................................................ 3
Available/Unavailable Mode .................................................... 3
Call Qualification .......................................................................... 4
Calls In Queue ............................................................................... 5
Overflow Station–Available/Unavailable Mode ............... 5
ACD Supervisor Features ................................................................... 6
Group Member Status ................................................................ 6
Monitor w/Barge-In ..................................................................... 7
Queue Status ................................................................................. 8
Supervisor Login .......................................................................... 9
Supervisor Logout ....................................................................... 9
User Programming ............................................................................ 10
Programming Flexible Buttons ............................................. 10
Directory Worksheets ....................................................................... 12
Flexible Button Programming Worksheet ................... 12
Speed Dial Bin Programming Worksheet .................... 12
ACD Numbering Plan .......................................................... 13
Figures
Primary Setup Display ........................................................................ 2
Secondary Agent Setup Display ..................................................... 3
ACD Unavailable Display ................................................................... 4
ACD Calls in Queue Display .............................................................. 5
ACD Group Member Display ............................................................ 6
ACD Queue Status Display ................................................................ 8
