Chapter 1

Log On When ID Code is Required Set Automatic Answer Hold a Call
Log On When ID Code is Not Required Set Manual Answer Transfer a Call to Split Queue
Log Off With or Without ID Codes Answer/Release an Incoming ACD Call Set/Reset Break Mode 

TO LOG ON WHEN ID

CODE IS REQUIRED

If the entered Log On ID code is currently in use, the display indicates ID IN USE and then returns to LOGON ID?A-7-1

If an invalid ID code is entered, the display returns to LOGON ID? and the Agent must enter a current Log On ID.A-7-2

From Vacant Status:

  • LogOn lamp is dark.A-7-3
  • Press LOGON key, LOGON key flashes.
  • Dial Agent LOG ID Code, press the # key, digits dialed are displayed. TheA-7-4 LOGON and WORK lamps light steadily; display indicates greeting.

Then reviews the following modes:A-7-5

NOTE: Auto Answer is displayed and active only if auto answer is programmed

NOTE: Work mode is displayedA-7-6 and active only if work mode has been programmed.

 

  • The WORK key must be pressed before Agent can begin taking calls. The A-9-3console is now in Ready status.

TO LOG ON WHEN ID

CODE IS NOT REQUIREDA-8-2

From Vacant Status:

  • LogOn lamp is dark
  • A-8-3Press LOGON key, LogOn lamp is lit steadily; display indicates the greeting.

Then reviews the following modes:                                                                                                                                                                      A-8-4

 

NOTE: Auto answer is displayed and active only if auto answer is programmed.A-9-1

NOTE: Work mode is displayed and active only if work mode has been programmed.

  • The WORK key must be pressed before the Agent can begin tA-9-2aking calls. The console is now in Ready status.

TO LOG OFF WITH OR A-9-3

WITHOUT ID CODES

From Break Mode, Work Mode or Ready StatusA-9-4

  • Press LOGON key, lamp is dark. Several displays will cycle on the display for 4 seconds each, ending with farewell greeting.A-9-5
NOTE: Name will only be displayed if LOGON ID codes are used. During LOGOFF, ACDA-10-1 calls cannot be received.
  • The time since LogOn in hours, minutes and seconds.
  • The number of incoming callsA-10-2 handled.
  • Of the calls handled, the average time spent on each call in minutes, seconds and tenths of a second.
  • The cumulative amount of time A-10-3spent in Work mode during the shift in hours, minutes and seconds.
  • The cumulative amount of time spent in Break Mode during the shift in hours, minutes and seconds.A-10-4
  • Finally, the display shows vacant.

TO SET AUTOMATIC ANSWER A-10-5

NOTE: This feature applies only to a station that is off hook on handset or headset.

NOTE: Automatic Answer applies only to ACD calls. It does not apply to calls terminated on the agent line key.

From Manual Answer StatusA-10-6

  • Press AUTO key.
  • Lamp lights steadily.
  • Incoming, ACD calls areA-10-7 answered automatically. “Time in Q: x:xx” is displayed temporarily.
  • Zip tone is heard before call is connected to ACD Agent.

TO SET MANUAL ANSWERA-11-1

From Automatic Answer Status

  • Press AUTO key.
  • Lamp is dark.A-11-2
  • Incoming ACD calls.
  • Press ACD CALL key or go off hook on the ACD line to answer calls.
  • Upon completion of conversation, press RELEASE key if using handset, position is returned to Ready Status.

TO ANSWER/RELEASEA-11-3

AN INCOMING ACD CALL

From the Manual Answer StatusA-11-4

  • Incoming ACD call, associated lamp flashes red.
  • Display alternates between who is calling name, ACD Agent number, trunk etc. and time in queue in minutes and seconds.A-11-5
  • Press ACD CALL key or go off hook on the ACD line, lamp is steadily lit green.
  • Upon completion of conversation, press RELEASE key.A-12-1
  • Position is returned to Ready Status, agent position is available for the next call in queue.NOTE: Automatic AnswerA-12-1 applies only when the Agent is in the off-hook condition.

From Automatic Answer Status

  • Incoming ACD call, hear zip tone,A-12-4 lamp lights green, name displayed.
  • Zip tone is heard before call is connected to the agent.
  • Upon completion of call, press RELEASE key.
  • Position is returned to Ready Status, agent position isA-12-1 available for the next call in queue.

 

TO HOLD A CALLA-12-4

While Engaged in an ACD Call

  • Press HOLD key; held line will flash green.
  • Displayed name, ACD Agent number, trunk, etc. flashes.A-13-1

To Retrieve

  • Lift Handset.
  • Press ACD key. A-13-2
  • Upon call completion press RELEASE key.

If Unanswered

  • After a preprogrammed time; automatic recall is initiated.A-13-3
  • Visual and audible signal (rapid flash and ring burst) will be sent to ACD Agent which placed call on hold.

TO TRANSFER A CALL TO SPLIT QUEUE

From a PBX Station or an ACD Agent or Supervisor Position

After pressing the TRANSFER key, the PBX station or ACD agent or supervisor position transfers the calling party to the ACD pilot by dialing the pilot number associated with the split the call is being transferred to.

  • Press TRANSFER key,receive interrupted dial tone.A-14-1NOTE: ACD calls transferred to a NON-ACD transfer station will recall if the station is busy upon release.
  • Dial the destinationsplit via a pilot number.A-14-2
  • Press RELEASE key, hang up (announcements will be heard by the transferred party) or wait for transfer ACD agent to answer.

TO SET/RESET BREAK MODEA-15-1

While Engaged in an ACD Call

  • Press BREAK key, lamp lights steadily.A-15-2

Then changes to:

  • Position in the Break mode upon completion of the conversation, will be taken out of queue and no ACD calls will be routed to the position.

From Ready Status Using a Normal Break TypeA-15-3

  • Press BREAK key, lamp lights steadily.

To Reset                                                                                          A-15-4

  • Upon completion of Break mode, press BREAK key.  Lamp lights       steadily.                                                               A-15-5

Then changes to:

  • Break mode is canceledand the LCD display indicates time spent on break in minutes and seconds.NOTE: Break mode can be set if any call is on hold. Break Mode may beA-16-1 set/reset when NON-ACD line is actively engaged in a call.
  • Status returned to Ready or Work mode.A-16-2NOTE: Depending on the type of MIS system used, the ACD system can be set up for multiple break type.A-16-3
  • Multiple break types is selected by the system. Press the BREAK key, lamp lights steadily.
  • The agent then inputs x via the key pad, one digit (x=x1-9), then presses the # key.

Then changes to:

A-16-4NOTE: The Supervisor defines Break selection types in the MIS and provides this information to the Agent.

Example:

Break 1 – Lunch

Break 2 – Restroom

Break 3 – Files

Break 4 – Coffee