Executone Systems 84600 - 2.5 ACD Agent Operation

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Information Systems, Inc.

Medley™

User Operation

2.5 ACD Agent Operation

An ACD department is made up of agents who, when logged on, receive calls for that

department. If you have been assigned to an ACD department, your phone has at least

one AGENT LOG programmable key.

In ACD, the next call in queue is sent to the longest idle agent of the agents logged on. If

all logged-on agents are busy, the call is placed on hold. The longest holding call is

automatically connected when an agent becomes available. Callers on hold hear periodic

prompts to continue to hold.

An agent can be part of one or more ACD departments. But as an ACD agent, you can

only log on to one department at a time. Your phone must have an AGENT LOG pro-

grammable key for each ACD department you have been assigned to.

If the system sends an ACD call to you and you don’t answer it (for example, because

you’ve left your desk but forgotten to log off), the system automatically logs off your

station. While logged on as an agent, your station temporarily turns off any of the

following that were in effect: call waiting, DND, monitor mode.

Logging On or Off as an ACD Agent

• Press the AGENT LOG key for the particular ACD department to log on or log

off to that department.

If you are logged on and idle, the LCD display shows the status of the ACD

department, showing how many calls are in queue and the longest hold time.

Wrap Mode

When you end an ACD call, going into wrap mode delays immediate assignment of the

next ACD call until you have had time to complete any wrap-up activities.

Setting Your Station in Wrap Mode

• While logged on as an ACD agent, press the WRAP programmable key prior to

disconnecting.

A maximum allowable wrap time might have been set by the installer. If so, a

countdown timer appears in the upper right portion of the LCD display indicating

the amount of time remaining in wrap mode. At the expiration of the timer you

automatically become available for the next call.

You can also exit wrap mode manually.

Exiting Wrap Mode Manually

• Press the WRAP key.