Instruction manual

System Features
INTER-TEL
®
5000 ADMINISTRATOR GUIDE – Issue 2.3, September 2007
ACD Agent IDs
Page 129
ACD Agent IDs
ACD hunt group members are referred to as “agents.” Agents log in to the ACD hunt group to
receive calls and log out to halt ACD hunt group calls. An ACD hunt group can be pro-
grammed to circulate calls to agents in two ways:
• Agent IDs: If the hunt group is programmed to use ACD Agent IDs, each agent is
assigned an Agent ID number which he or she enters during the login procedure
(described below). The hunt group calls are routed to logged in agents, according to
their Agent ID number instead of their endpoint extension. Because the Agent ID is not
associated with any endpoint extension, the agent can use any endpoint in the system to
log in and does not have to use the same endpoint every time.
• Members: If the hunt group is not programmed to use Agent IDs, it will have a list of
endpoints and will send calls to the endpoints where agents are logged in.
ACD Agent IDs can be included in Extension Lists which allow several ACD Agents to
receive a call at once.
When a call camps on to an ACD hunt group that uses Agent IDs, only the agents currently
logged in to the hunt group will receive camp-on indications. ACD hunt group supervisors will
receive visual Camp On displays if they are programmed as members of the hunt group and
have the ACD Agent Logout feature enabled.
ACD Agent Log In and Log Out
ACD hunt group members are referred to as “agents.” Agents can log in to and out of the ACD
hunt group at any time. While logged in, the agent will receive calls through the ACD hunt
group. When the agent is logged out, calls to that ACD hunt group will bypass the endpoint.
(The Hunt Group Remove/Replace feature, described on page 120, does not have any effect on
ACD hunt group calls when entered by an ACD agent. However, placing the agent’s endpoint
in Do-Not-Disturb will halt all ACD and non-ACD hunt group calls.)
Figure 8 illustrates how the Agent ID is used to log in or log out.
Figure 8.
ACD Hunt Group Agent Log In and Log Out
IMPORTANT
For optimum system performance, there should not be more than
1000 Agent IDs in any hunt group and no more than 2000 Agent ID
entries in all hunt groups combined.
HUNT GROUP
ID 2370
AGENT ID IN UCD/ACD HUNT GROUP
HUNT GROUP
Ext. 2000
ANNOUNCEMENT
STATION
OVERFLOW
STATION
Ext. 1222
Agent ID
can be logged
in or out
RECALL STATION