BusinessPhone Communication Platform 6.0
Facilities

## ACD-Agent General

## Definition

An agent position is an answer position equipped with an DBC 211, DBC 222, DBC 212, DBC 631, DBC 223, DBC 213 or DBC 662 Telephone programmed with ACD functions.

## Use

Each agent shall have a programmed answer key for each ACD-group he/she is to serve.

If there are several idle agents in an ACD-group, and a new one logs on, this agent can be the first one or the last one (this is programmable) to receive a new ACD-call.

Note

This also applies for agents who have programmed immediate speech connection.

### Special ACD-layout

In addition to the business layouts (existing and modified ones) of the DBC 211, DBC 222, DBC 212, DBC 223 and DBC 631 Telephone, the system offers also the ACD-layout for these telephones. This offers the opportunity to have an ACD-configuration on the fixed keys of these telephones. The selection between:

- business layout
- ACD-layout with clerical key
- ACD-layout without clerical key

for a certain telephone is command-based.

The new layout is not available on DBC 213, DBC 662 telephones because these telephones have enough free programmable keys.

Although the ACD-pause, ACD-help and ACD-ready keys are on the second layer, the LED indication depends on the activation of these functions.

See also Programmable and fixed Keys (404/155 34-ASB 150 02 Uen).

#### ACD-layout for DBC 211, DBC 212, DBC 223 and DBC 631

The two below-mentioned ACD-layouts have the following configuration:

Note

Use the Telephone Toolbox (FASBS 160 020) for printing correct or customised ACD layout labels.

#### ACD layout for DBC 222

##### With clerical key:

##### Without clerical key:

Note

Use the Telephone Toolbox (FASBS 160 020) for printing correct or customised ACD layout labels.

### System Resources

It is possible to configure the system that it reserves system resources (e.g. PCM-channels, buffers and timers) for each ACD-agent at the time he/she logs on into the ACD-system. These reserved resources will be assigned to the specific ACD-agent as long as he/she is logged into the ACD-system.

After the Agent have logged off (passive state) all resources are free for other tasks in the system.

For detailed information see 2086 Non blocked ACD.

## Operation

### Queue administration

If agents are free, an incoming call to an ACD-number will be presented to the agent who has been free the longest time.

If all agents are busy, the call will be placed in the queue of the relevant ACD-group.

### Recorded greetings message

The ACD-group can be programmed so that a recorded greeting message and agent’s individual greeting are played when the agent presses the answer key. The agent hears the messages (if the command 3823 is set to YES) and thus can start speaking immediately as the message ends.

See also under ACD-voice Answer 105/155 34-ASB 150 02 Uen).

## Capacity

Total number of agent positions |  | 40 |
Number of queues |  | 8 |
Number of PINs |  | 1000 |
Call codes used by an agent |  | 100.000 |

## Limitation

Using a DBC 211 as an agent’s telephone presents the difficulty that the agent cannot see any instructions on the display (DBC 211 does not have a display).

## Programming

0168 |  | Use ACD key layout

0301 |  | Key function

0302 |  | Number/ID

0303 |  | Ringing alternative

2086 |  | Non blocked ACD

## Equipment

The DBC 211, DBC 222, DBC 212, DBC 631, DBC 223, DBC 213 and DBC 662 can be used as agent telephones.

Revision: L © Ericsson Enterprise 2004