Copyright 2010-2017 Obihai Technology, Inc.
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Change ACD
Agent State
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)
ACD stands for Automated Call Distribution 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 he’s done for the day, or unavailable when he’s
talking a break, or wrap up if he has to do some paper work for the last
customer call before he can take another call.
While “Signed Off”, agent p
resses the key once to sign on and becomes
“Available”. While “Available”, agent presses the key once to become
“Unavailable”. While “Unavailable” or “Wrapping Up”, agent presses the key
once 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 w.r.t. 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.
Parameters:
-
Service: Required. The service that provides the ACD Agent function.
signed off
available
wrapping up
unavailable
Guest User
Login/Logout
.
This feature is also known as Hoteling on some Soft Switch. The phone may be
set up to be used temporarily by a guest, such as a visiting employee or temp
worker. The guest can press the key and enter a user-id and password to log in
and start using the guest phone for his own extension temporarily (until he logs
out or the server logs him out remotely).
This function must be bound to a specific voice service (that supports this
feature).
Parameters:
-
Service: Required. The service that provides the Guest Login function.
guest logged in
guest logged out
Enter
Disposition
Code
for the last
call.
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).
Parameters:
-
Service: Required. The service that provides the Dispostion Code function
Next Tab
Pressing this key to switch to the next VLK Tab or cycle back to VLK Tab 1.
This function cannot bound to any specific voice service.
Parameters: None
Note that the multiple Line Key Tabs feature can be disabled also by
disabling
the option
User Preferences
::
LineKeyTabs
. In that case the “Next Tab”
function does nothing.
