BusinessPhone – ACD Agent
Agent Functions

## Activate the ACD function

When you have activated the ACD function, your extension is ready to receive ACD calls. When you log on in one or more ACD groups, you will also get the incoming calls to the related group.

Note:

When your phone is not logged on in an ACD group it works as a normal extension, and you will be reached via your normal extension number.

#### Select group

You have to select in which of the ACD groups you want to take calls. Do this when your phone is idle.

ACD 1

Toggle to select/deselect ACD groups.

When you have selected an ACD group, the related key lamp shows steady light.

#### Log on

Ready

Press.

The ACD Ready lamp shows steady light and the ACD Group lamps are extinguished. ACD calls will now be placed on your phone.

The display will show the queue status:

Dialog 4223 Professional / Dialog 3213:

Dialog 4222 Office / Dialog 3212:

When the phone is idle, the display shows the queue situation (number of calls that are waiting) for each group (groups 0-3, then groups 4-7 in 5 second intervals).

#### Log on with PIN Code

Only in conjunction with the ACD Call Centre Supervisor (optional PC-based system).

The PIN code is a personal identification code, which can be used to create personal Agent statistics in the ACD CCS, for example when several persons are using the same phone e.g. during a change shift.

Ready

Press.

The ACD Ready lamp starts flashing. You are requested to enter the PIN code.

Dial the PIN code (1 - 3 digits) and press.

The ACD Ready lamp shows steady light and the ACD group lamps are extinguished. ACD calls will now be placed on your phone.

#### Log on with Agent Number

Agent number is a personal identification number, which can be used to select the proper individual greeting of the Agent. This greeting will be played to the caller each time the Agent answers an ACD call.

Ready

Press.

The ACD Ready lamp starts flashing. You are requested to enter the Agent Number.

Dial the Agent Number (1 - 255) and press.

The ACD Ready lamp shows steady light and the ACD group lamps are extinguished. ACD calls will now be placed on your phone. Please ask your system administrator for your Agent Number.

Note:

A combination of the two log on procedures (with PIN and Agent Number) is also possible. In this case the ACD Ready key should only be pressed one time when you start the log on procedure.

© Ericsson Enterprise 2004