BusinessPhone Communication Platform 5.1
Facilities

## Answering Incoming ACD-Calls

## Definition

None

## Use

The ACD-agent has two ways of answering an ACD-call depending on system programming.

Either the agent can answer a call by pressing the ACD Group-key or each ACD Group-key can be programmed for immediate answer.

If the system is programmed for immediate answer, the agent receives a tone immediately before the call is presented, without pressing the ACD Group-key.

When immediate answer is used, and the call is presented directly on the agent telephone Line 1, and several queues are to be answered, it is advisable to use an EXECUTIVE or STANDARD telephone, to permit identification of the queue from which the call is originated on the display.

## Operation

### Active/Passive marking of Agents

The agent can decide by her/himself which of the programmed ACD-groups he/she wants to answer.

The agent's telephone is set in the passive mode by pressing the ACD-ready-key. The lamp extinguishes.

ACD-keys that were marked active are on and glow steadily.

The agent can now reprogram her/his ACD-answer keys. Each key has a toggle-function.

1. Press those keys that are to be active so that the corresponding lamps glow steadily.
2. Then press ACD-ready.

The lamps of all programmed ACD-keys extinguish and the lamp for ACD-ready lights and glows steadily.

Note

If some agents (of an ACD-group) are in idle state and another agent logs on to this ACD-group, then it is programmable whether the new agent will be the first or the last in receiving a new ACD-call (see 3709 New agent = last?).

#### Incoming calls

An incoming call is signalled on the lamp of an ACD-group answer key by flashing rapidly.

Line 1 or Line 2 is reserved and its lamp glows steadily.

#### Answer

- The call is answered by pressing the corresponding key for the called ACD-group
- When the call has been answered, the ACD-lamp extinguishes whereas the lamp for the reserved Line 1 or Line 2 flashes to confirm connection.

#### Immediate answer

If the ACD-group answer key is programmed for immediate answer, the incoming call will be answered automatically and both called party and caller hear a short burst tone.

The call takes place via Line 1.

#### Termination of the call

An ongoing ACD-call is terminated by:

1. Replacing the handset or pressing Clear.

When an agent in this situation ends the ongoing call, and calls exist in any of the relevant queues, the next call will be presented after the preprogrammed clerical time expires.

#### Termination of the call with ACD-group key

An ongoing ACD-call can also be terminated by pressing any of the ACD-group keys.

By means of BMS it can be programmed whether or not this option will be available for all agents.

If the call is not an ACD-call, nothing will happen upon pressing any of the ACD Group keys.

Non-ACD calls will be terminated by pressing “Clear” or by replacing the handset.

## Capacity

Not applicable.

## Limitation

None

## Programming

3709 |  | New agent = last?

2083 |  | Terminate ACD calls with group key

## Equipment

For answering the incoming ACD-calls the ECONOMYplus, STANDARD and EXECUTIVE telephones can be used.

Revision: K © Ericsson Enterprise 2003