User manual

ACD : Agent set /Supervisor
station
32
9
Other
9.1
Agent set
A call centre solution allows optimum distribution of calls to agents according to their availability and skills.
9.2
Open an agent session (login) - Agent set
9.3
ACD application welcome screen - Agent set
select the acd application select the agent and
validate
ACD application welcome
screen display
depending the
displayed
informations, enter
your password or
confirm
info
ACD
Login
2
6
5
3
ab c
def
jkl
mn
o
name of the
agent set
operating status of
the agent set
number of
the agent
set
status of the
queues
Forum™ IPhone/Phone 740 /
IPhone 750 sets
•4.02+ means: group number 4; 2 calls waiting; the '+' sign indicates that the queue capacity has been reached
(Forum™ IPhone/Phone 740 / IPhone 750).
Perso
Perso
ACD
135 A2 On
1.00 2.00 3.00 4.02+
5.00 6.00 7.00 8.00
Onduty C.Work
T.Absence Offduty
Logout Groups
Password
9.4
The four operating statuses of the agent set
An agent's availability is determined by the operating status (of which there are 4), that the agent can change at any time. These
statuses are:
• In service, the agent is ready to receive calls.
• Withdrawn , the agent has withdrawn from the ACD application.
• Additional task, the agent is performing a task concerning a call and is not taking other calls.
• Temporarily absent, the agent has taken a break and is not taking calls.
The agent can change the operating status directly by entering codes (on all sets), by pressing the function keys on the set
(Forum™ IPhone/Phone 730 and Forum™ IPhone/Phone 740 / IPhone 750 sets), or using the 'Agent Assistant' agent software on
PC (if available).
9.5
Changing the operating status of the set - Agent set
• Changing using codes (all sets)
The operating status change codes are defined when the system is configured. Contact the system administrator to obtain these
codes.
• Change by function keys (Forum™ IPhone/Phone 730 and Forum™ IPhone/Phone 740 / IPhone
750)
Press the function key of the status to be activated. Information relative to the selected status is displayed on the screen. If a
refusal message is displayed, contact the system administrator.
9.6
Modifying your personal code - Agent set
Statuses Codes
in service
withdrawn
enter the feature code
to activate
additional task
temporarily absent
A melody is played: activation accepted, the
change of status has been carried out
A 'buzzer' type alarm sounds: activation refused, the set
is probably not taken into account by the call centre; you
should contact your administrator
OR
new code (4 digits)
Password
2
6
5
3
ab c
def
jkl
mno