IP Series Special feature: ACD
C.1
ACD agent operation
Important: You are being assigned a special feature not explained in the regular station
user guide or tutorial. Be sure to get your ACD department number from the
system administrator.
An ACD
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department is made up of agents who, when logged on, can receive calls for that
department. Calls go to the logged-on agents who has been idle for the longest time. If all logged-
on agents are busy, the IP Series system places the calls in a holding queue and automatically
connects the longest-holding call when an agent becomes available. While holding, callers hear
periodic prompts to continue to hold. As an ACD department agent, you must have one of your
phone's programmable feature keys programmed as an agent log-on/off key
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(see below) for each
ACD department to which you are assigned. This key lets you manually place yourself in or out of
service for that department’s calls.
Notes: Even though you may have been assigned to more than one ACD department, you can be
logged into only one department at a time.
Never program any of your programmable feature keys as line keys if system-wide hold has
been enabled (if you’re not sure, consult your system administrator).
If no agents are logged on, incoming calls immediately follow that department’s
call-forwarding routing.
Programming the agent log-on/off key
1. Enter the phone’s help mode by pressing PROG/HELP 0. Then press 3.
2. Press each programmable feature key to determine the location of the log on/off key (the keys
have been assigned beginning with the lower left hand programmable feature key).
3. To program a new key location (or if one has not previously been programmed):
(a.) Access programmable feature key programming (PROG/HELP 2).
(b.) Press the key of the desired location.
(c.) Dial 5 plus the department number (the department number will be from 290 to 299).
(d.) Press the programmable feature key again.
Note: Programming an ACD department key inserts you, as a member, into that department.
Wrap mode
If you have paperwork or other wrap-up activities following a call, you'll appreciate the system's
wrap mode. While you're logged on as an agent, pressing the programmed wrap key (or placing the
call on Hold) prior to disconnecting from a call will set your station in wrap mode — this delays
immediate assignment of the next call until you have had time to complete any wrap-up activities.
Press the wrap key again to release your station from wrap mode and be available for the next call.
Note: The Installer may have set a maximum allowable wrap time. If so, when you're in wrap mode,
the upper-right portion of the display will show a count-down timer indicating the amount of
time remaining in wrap mode. At the expiration of this timer, you will automatically be
available for the next call.
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Automat ic call distribution.
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This key is automatically assigned when an extension is set up as a member of an ACD department.
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