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ACD: Agent set / Supervisor station
8068/8038/8039 Premium DeskPhone.
8.1
Agent set
A call center solution allows optimum distribution of calls to agents according to their availability and
skills.
8.2
Open an agent session (LogOn) – Agent set
Reach the “Menu“ page
LogOn
Enter the identifier number
Enter your personal password
For a decision maker agent
Use one of the following:
o
Enter the processing group number
o
List
Select the processing group from a list
8.3
ACD application welcome screen – Agent set
Once the ACD session is open, the agent can access the ACD application dedicated functions.
Unavailable
This function allows the agent to be “logged out “ from the ACD application. The “logged out “
function is activated - by default, on opening an agent session (system configuration), by the
supervisor or by the agent himself. The agent changes this “logged out “ status by pressing the
display key associated with this function.
Unavailable
After each ACD call, the agent automatically assumes Wrap-up mode. During this mode, the
agent does not receive any ACD calls and can carry out the tasks associated with a call.
This mode can be terminated at any time by pressing the display key associated with the Wrap-
Up function or by waiting for the end of the timer (system configuration).
Supervisor
When the agent is on a break, waiting for a call or in Wrap-up mode, he calls his supervisor
directly by pressing this key.
Queue info
By pressing this key, the agent accesses information regarding the queue (number of calls
waiting, average or maximum waiting time, number of free, busy or logged out agents.