Technical data

ACD Agent State 10-34

Chapter 10: ACD (Automatic Call Distribution)

MBX IP Description / Operations & Programming Guide

If [Agent No-Answer Service] admin is set as DND State Change [PGM214-Flex5], when agent

does not answer the ACD call, this agent state will be changed to DND state. Administrator can

also set no-answer ACD call to forward to registered destination [PGM214-Flex6].

OPERATIONS

Agent Work State

1. Dial {ACD Agent Work Mode} feature code.

2. Press flex button registered as {ACD Agent Work Mode} feature code.

3. If agent is log-in, agent goes to Work mode state.

4. After [Agent Work-Mode Expired Time], agent goes to Ready State.

Agent Auto-Work Mode

1. Dial {ACD Agent Auto Work} feature code.

2. Press flex button registered as {ACD Agent Auto Work} feature code.

3. Agent is set as Auto-Work Mode

4. After Call or Ring, agent state is automatically changed to Work State, and then when

Work Mode Expired timer is over, agent state will be back to Ready State.

Agent DND State

1. Dial {ACD Agent DND} feature code.

2. Press flex button registered as {ACD Agent DND} feature code.

3. If agent is log-in, agent goes to DND state.

ACD Call Operation when agents no-answer

1. ACD call arrives and agent does not answer the call.

2. When No-Answer timer is expired, system checks the Agent No-Answer Service

option.

3. If Option is Forward to Forward destination, ACD call is rerouted to forward destination

[PGM214-Flex6].

4. If Option is Agent DND State Change. No-answer agent state will be change to DND,

and ACD call will be released.

5. If Option is Agent DND State Change and Forward. No-answer agent state will be

change to DND, and ACD call will be rerouted to forward destination

Release 1.0

November 2010