BusinessPhone Communication Platform 4.0
Facilities

## Active/Passive Marking Of Agent Telephone

## Definition

The agent can determine her/himself, by means of a key, whether not ACD-calls shall be presented or not on his/her telephone set.

## Use

A presented call that remains unanswered after a certain programmable time will be returned to its place in the queue and the agent's telephone will be marked as passive automatically by the system.

## Operation

Each agent is assigned a key for active/passive marking (logged in/logged out of the system).

The key has a dual function and when the telephone is marked active, the associated lamp glows steadily.

When the agent is marked active, calls to ACD-groups that are active will be presented.

An agent telephone with display shows:

EXECUTIVE telephone

STANDARD telephone

The right part of the top row shows the situation of all ACD-groups programmed in the system. If more than four queues have been programmed, the display shows four queues at a time.The queue indicator is updated every five seconds.

The STANDARD telephone cannot be marked active unless a queue is active.

The EXECUTIVE telephone can be marked active even if no ACD-groups are marked active. This allows the supervisor to monitor queue information without participating in traffic handling.

The display then shows the following warning text:

When the agent is marked passive, no ACD-calls will be presented to the telephone. The telephone functions as a normal extension in the system.

Active/Passive marking of the telephone can only be effected between calls.

## Capacity

Not applicable.

## Limitation

None

## Programming

0301 |  | Key programming on agents' telephones.

Enter function code = 29

## Equipment

The ECONOMYplus, STANDARD and EXECUTIVE telephones can be used as agent telephones.

Revision: H © Ericsson Enterprise 2003