3
Contents
About this Guide ...........................................................................................................................5
What is Automatic Call Distribution (ACD)?..................................................................................5
About Your Phone.........................................................................................................................6
Elements of Your Phone........................................................................................................................7
Ring/Message Indicator.........................................................................................................................8
Selecting Menu Options.........................................................................................................................8
About Feature Access Codes................................................................................................................8
For Users on Resilient 3300 ICP Systems ............................................................................................8
Line Interface Module ............................................................................................................................9
Tips for Your Comfort and Safety ..............................................................................................9
Don't cradle the handset!.......................................................................................................................9
Protect your hearing ..............................................................................................................................9
Feature Access Codes ..............................................................................................................9
For Agents on Resilient 3300 ICP Systems.............................................................................10
Features Not Available ............................................................................................................10
ACD Agent Features and Capabilities ........................................................................................11
What are Agent Groups?.........................................................................................................11
About ACD Agent Hot Desking................................................................................................11
Logging In................................................................................................................................12
Displaying Agent Log-In Information........................................................................................14
Logging Out.............................................................................................................................14
Answering Calls.......................................................................................................................15
Using the Auto Answer Feature...............................................................................................15
Activating Auto Answer........................................................................................................................15
Deactivating Auto Answer....................................................................................................................15
Using a Headset......................................................................................................................15
Installing a Headset (no Feature Control Switch)................................................................................16
Handling Calls with a Headset (no Feature Control Switch): ..............................................................17
Installing a Headset with Feature Control Switch................................................................................17
Handling Calls with a Headset (with Feature Control Switch):............................................................18
Using and Canceling the Work Timer......................................................................................19
Taking a Break from Calls (Make Busy Feature).....................................................................20
Activating Make Busy ..........................................................................................................................20
Removing Make Busy..........................................................................................................................20
Group Presence.......................................................................................................................21
Getting Help.............................................................................................................................23
When You Need Help..........................................................................................................................23
Canceling Help.....................................................................................................................................24
Queue Threshold Alert.............................................................................................................24
Visual Indications.................................................................................................................................24
Audible Indications...............................................................................................................................25
Queue Status...........................................................................................................................25
When You Need To Know A Group's Queue Status...........................................................................25
ACD Supervisor Features and Capabilities ...............................................................................26
What is the Supervisory Position?...........................................................................................26
Queue Threshold Alert / Queue Status....................................................................................27
Silent Agent and Group Monitoring..........................................................................................27
Benefits of Silent Monitoring................................................................................................................27
Restrictions to Silent Monitoring ..........................................................................................................27
Using Silent Monitoring for Individual Agents......................................................................................28
Using Silent Monitoring for Agent Groups ...........................................................................................29
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