To Log Out of an ACD Group, press MakeSetBsy key twice without lifting the handset. The display will read "Logged out."
To Log In to an ACD Group
Only ACD calls are presented to the Green Que key or on your IP phone it is labeled your 5 digit Que number. Outbound calls cannot be made on this key.
The system will automatically answer the correct ringing line. You do not need to push the key to answer the call. If a call is presented to your Green Que key or your private DN, simply pick up the handset to answer the call. (An exception to this is answering the call on speakerphone. To answer the call on speaker phone you do need to push the blinking line key once.)
Pressing the Green Que key during an active ACD call will terminate the call.
The Not Ready key should be pressed every time an agent walks away from his/her desk to keep ACD calls from being presented to that agent. A Call Pickup cannot be done on an ACD call; therefore, another agent must walk over to the ringing telephone and answer the call. (You can, however, still pickup another agent's DN calls.)
If an agent is in Not Ready mode (logged into the ACD group but not taking ACD calls) and notices that the Display Queue indicator is flashing rapidly, he/she might want to start answering ACD calls in order to get those customers out of the holding queue. That agent may again want to go into a Not Ready status once the queue has been emptied.
No Indicator - No calls waiting in queue
Solid (no flash) - 1 call waiting in queue
Slow Flashing - 2 calls waiting in queue
Fast Flashing - 3 or more calls waiting in queue
All agents should log out of the ACD queue at the end of their work day, and log in the next morning. It is not necessary to log out during the day, unless you are leaving for the entire day. (Not Ready will be used for short absences away from your desk.)
This is the announcement that callers will hear if all ACD agents are busy. A good example is:
"Thank you for calling ______________________. All lines are currently busy. Your call is important to us...please hold and your call will be answered in the order it was received."
This is the announcement that callers will hear each 30 seconds during their holding time. A good example is:
"Thank you for holding. All lines are still busy. Please continue to hold and someone will be with you shortly."
This is the announcement that callers will hear during off-hours when they call into the ACD queue. A good example is:
"Thank you for calling the ______________. Our regular office hours are 8:00 a.m. to 5:00 p.m. Central Time, Monday through Friday, excluding legal holidays. Please call back during our office hours so we can assist you."