User`s guide

User’s Guide ACD agent operation
I.3
While logged on: no DND, monitor mode or call forward
While you are logged on as an agent, the system will deny your station the ability to place your phone in
DND or monitor mode or to call-forward calls.
When you log off, your station returns to normal regarding these capabilities.
Call waiting
While you are logged on as an agent, calls routed to you as a member of an ACD department will not
call-wait to your station. However, calls that have dialed your extension number directly will call-wait.
ACD administrator key
Setting a programmable feature key to be an ACD administrator key allows a user to view the call
activity of an ACD group. Set a programmable feature key with 5 6 3 and the ACD department number
(for example, 5 6 3 2 9 0), and then press the key. It will glow green and the bottom line of an ACD
group's display will appear until you press the key again.
To program an ACD administrator key:
1. Hold down the desired programmable feature key for at least two seconds, to enter
programming mode.
2. Press 5 6 3 followed by the ACD department number.
Note: If you don’t know the department number, contact your System Administrator.
3. Press the same programmable feature key again.
Notes: While you’re logged on, your phone’s display will show the department’s call status (see “Display
indications,” page I.2); however, department calls WON’T be directed to your extension.
Only two ACD administrator keys can be programmed per department.