Technical data

ACD Agent State 10-33
Chapter 10: ACD (Automatic Call Distribution)
MBX IP Description / Operations & Programming Guide
ACD Group Announcement (PGM 215) … see details on page A-84
ACD Agent State
When administrator assigns the agents, all of agents are log-out state. If agents want to receive
the ACD call, agents have to go to log-in state. Agents can go to log-in state with [ACD Agent
Login/Logout] feature code. And also log-in agents can change their state from Ready state to
DND state and Work state. So each agent can have 4 types of state (Log-Out / Log-In Ready /
Log-In DND / Log-In Work).
1 - Log-Out State: Agent is only assigned for ACD member. Agents cannot receive ACD
call. If [Call Restriction When Agent Logout] admin is set as All Call Restriction, agents
cannot make call.
2 - Log-In Ready State: Agent is logged-in and ready to receive the ACD call.
3 - Log-In Work State: Agent is log-in state but agent can work without any ACD call during
Work-Mode Expired Timer. Work-Mode Expired Timer can be changed at admin [PGM
214 - Flex 3]. After this timer agent's state is changed to ready state automatically.
1) Agents can set own state to Work state with {ACD Agent Work Mode} feature code.
2) If agent dial {ACD Agent Work Mode} feature code or press flex button registered
as {ACD Agent Work Mode} feature code, agent state goes to Ready State.
3) Also agents can set Auto Work State Changing Function with {ACD Agent Auto
Work} feature code. If Auto Work State Changing Function is set, after conversation
or after ringing or after outgoing call, agent state automatically changes to Work
State. Changing condition can be set at Agent Auto Work Mode admin [PGM 214 -
Flex 4]
4. - Log-In DND State: Agent is log-in but agent is set as DND. DND agent does not
receive ACD call. DND is not changed automatically, agent has to change own state to
Ready state or Work state. Supervisor or Sub-Supervisor can monitor DND agent and
then can change their DND state to Ready or Work State.
1) Agent can set own state to DND State with {ACD Agent DND} feature code.
2) If agent dial {ACD Agent DND} feature code or press flex button registered as {ACD
Agent DND} feature code, agent state goes to Ready State.
INFO PRINT INTERVAL -- This entry defines print
interval seconds of Information Traffic data.
17 001-250 001 (10 sec)
INFO CLR AFTER PRT -- If this value is ON, after
print Information traffic data, previous data will be
deleted.
18 0:Off
1:On
0:Off
PGM 214 BTN RANGE DEFAULT
Release 1.0
November 2010