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After logging in as an hot desk ACD agent, you can use the following personal phone
features and change the following settings:
• Call forwarding (all types)
• Callback messages (message waiting indicator)
• Auto Answer
• Do Not Disturb (DND)
• Last Number Redial
• Timed Reminder
• Triple Ring Callbacks
• Advisory Status Message
• Group Presence
ACD Express Agents
An ACD Express Agent is a hot desk ACD agent. A hot desk ACD agent becomes an
ACD Express Agent on the system when the first group in which it is programmed is an
ACD Express Group.
ACD Express Agents have the same behaviors as hot desk ACD agents, except that
ACD Express Agents:
• never consume an ACD license. They consume a User license at provisioning time.
Resilient ACD Express Agents consume the user license on the primary ICP.
• can be members of ACD Express Groups.
• can be members of up to eight different ACD Express Groups.
• cannot be members of ACD 2000 agent skill groups.
Note 1: You can have a maximum of 100 logins at any given time.
Note 2: Hot Desk ACD agents that are not programmed in any groups do not consume
an ACD license when they log in.
Logging In
Automatic Call Distribution (ACD) calls are directed to Logged In Agents only.
ACD calls are not directed to a telephone where there is no Agent Logged In.
You can log in by following the procedure described below.
An important concept in the ACD system for you to be aware of is agent mobility.
Since you as an Agent are assigned a 1- to 7-digit Identification (I.D.) number to
log in with, you can be called by this I.D. number, as well as by the telephone
extension number where you are working. This means that you can be called by
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