BusinessPhone Communication Platform 4.0
Facilities

## ACD-Agent Logon Procedure

## Definition

The log-on procedure is the set of actions needed to be carried out by the agent in order to log-on to the system.

## Use

The agent can use the features offered by the ACD-system only when logged on to the system. The caller who has been waiting in the queue the longest time will be connected to the agent automatically.

## Operation

An agent can log on to the system by means of the telephone set or by means of computer (CTI or PES).

There are different log-on procedures in respect to the following conditions:

1 |  | PIN code is required/not required

2 |  | individual agent’s greeting is programmed/not programmed (agent number required or not)

3 |  | PC based ACD-MS application is running/not running

4 |  | used ACD-MS application: ACD-MIS application or Call Centre Supervisor (CCS)

The following flow chart gives detailed information on how the ACD-system works during the logon procedure.

The conditions described above are marked with the same numbers as in the flow chart.

Depending on the programming of the system it is possible to log on to the ACD-system in several ways.

The description below shows the log-on procedure proceeding on the assumption that the system is programmed as follows:

Condition:

- System is programmed to ask for the PIN,
- System is programmed to send individual greeting (agent number is required)
- PC-based CCS application is not running

Press the desired ACD-group keys to take calls from these ACD-groups (lamp associated with the ACD-group key has to be on)

Press ACD-ready key; the corresponding lamp flashes slowly as an indication that the log-on procedure has started and the display shows:

EXECUTIVE telephone

STANDARD telephone

1. Dial the code (1-3 digits) on the key pad.
2. Press # (enter).

Only the syntax of the entered PIN is checked but not whether the PIN is available in an optional ACD-MS application’s database.

After entering a correct PIN the agent will be asked to enter the Agent Number and the display shows:

EXECUTIVE telephone

STANDARD telephone

The available agent numbers are 0-255.

Note

It is possible to log-on with the agent number 0, but in this case no individual greeting will be available for the agents with the agent number = 0 even if individual greeting is programmed for the ACD group of which the agent is a member.

An error tone will be heard and the display shows:

Nevertheless the log-on is successful.

When a valid PIN and Agent Number are entered, ACD-ready lamp glows steadily as an indication that the agent is logged on. All incoming calls will receive ACD answer announcements (individual greeting) of the agent that answers the call. If the “Monitor answer anno.” is set to YES (command 3823), the agent will be able to listen to both announcements when pressing the answer key.

Exceptions:

- System is programmed not to ask for the PIN.

- If the system is programmed not to ask for a PIN, the log-on procedure described under “Condition” is the same, but without PIN entering procedure. The system asks first for the agent number.

- System is programmed not to ask for the agent number.

- If the system is programmed not to ask for an Agent number, the log-on procedure described under “Condition” is the same but without the agent number part. In this case no individual greeting is announced to the caller.

- PC-based CCS application is running.

- Press the desired ACD-group keys to take calls from these ACD-groups (lamp associated with the ACD-group key has to be on).

1. Press ACD-ready key.

- The corresponding lamp flashes slowly as an indication that the log-on procedure has started and the display shows:

EXECUTIVE telephone

STANDARD telephone

1. Dial the code (1-3 digits) on the key pad.
2. Press # (enter).

The CCS has a list which distinguishes the relation between PIN and Agent Number. Therefore it is not necessary to enter the Agent Number after the right PIN is entered. Instead, the Agent Number will be selected automatically by the CCS.

When a valid PIN is entered, the agent will be logged on and all further incoming calls will receive after ACD answer announcements the individual greeting of the agent that answers the call. If the “Monitor answer anno.” is set to YES (command 3823), the agent will be able to listen to both announcements when pressing the answer-key.

Error cases:

- Wrong PIN (in combination with ACD-MS application)

After entering the PIN, a check in the ACD-MS application will be carried out to determine whether or not this PIN exists, is actual not used by an other agent and fits to the agent position. If not, the agent will receive the corresponding warning message and an error tone.

The display shows:

EXECUTIVE telephone

STANDARD telephone

After 2 seconds the agent will be returned to the prompt that requests the agent to enter the PIN again.

- Wrong PIN (no ACD-MS application is running)

If the syntax of the entered PIN is not correct, an error tone will be sent to the agent and the display of his telephone shows:

EXECUTIVE telephone

STANDARD telephone

After 2 seconds the agent will be returned to the prompt that requests the agent to enter the PIN again.

- Wrong Agent Number

When the agent number is entered, the ASB 15002 checks whether or not this agent number is correct.

If the agent number is not correct, an error tone will be sent to the agent and the display of the telephone shows:

EXECUTIVE telephone

STANDARD telephone

After 2 seconds the agent will be returned to the prompts that request her/him to enter the agent number again.

Note

Logging on via ECONOMYplus presents the difficulty that the agent cannot see the log-on instructions (ECONOMYplus has no display).

## Capacity

Not applicable.

## Limitation

A PIN code is only useful if an ACD-MS application is connected and running.

## Programming

None

## Equipment

The ECONOMYplus, STANDARD and EXECUTIVE can be used for logging on to the system.

Revision: H © Ericsson Enterprise 2003