BusinessPhone – ACD Agent
BEA Dialog Description

## Key Parameters

The parameters of a function key, like the assigned function code and Individual Abbreviated Numbers, are changed in the Key parameters dialog.

Note:

Some BEA terms may differ slightly from the terms used in the BusinessPhone User Guides. In these cases, you will find the BEA term followed by the User Guide term in brackets.

#### Key functions

##### Name selection (Dial-by-Name)

You can program and activate directory numbers (extensions and Common Abbreviated Numbers) on the programmable keys.

Enter the respective number into the field Assigned number/id.

##### Suffix dialing

Suffix digits can be entered after a call setup and the called party is busy or does not answer. Typical functions are Camp-on, Intrusion, Callback or Loudspeaker Paging.

Enter the respective number into the field Assigned number/id.

##### External line

For each external line, a function key can be programmed. Which means that you are able to monitor the state of traffic for every programmed external line (e.g. free, busy). You can also establish an external call by pressing the External Line key.

Enter the respective trunk number into the field Assigned number/id and choose between the Ring alternatives.

##### Supervision

A function key can be programmed for supervision and handling calls for a group of extensions.

Enter the respective number into the field Assigned number/id and choose between the Ring alternatives.

##### Intercom (Intercom Line)

A two-way direct call function between two extensions, for instance in executive-secretary communication.

Enter the respective extension number into the field Assigned number/id and choose between the Ring alternatives.

##### Loudspeaker paging

You can page all extensions in a group and give a Voice message.

Enter the respective Loudspeaker Paging group number ( 00 - 07 ) into the field Assigned number/id.

##### ACD group

An ACD group is a group of trunk lines used for distributing ACD calls to a group of agents. Enter the respective ACD group number ( 00 - 07 ) into the field Assigned number/id and choose between the Ring alternatives. Additionally you can choose between 8 different Priority levels.

##### ACD Supervision

A supervisor is an agent who monitors (supervises) the incoming traffic to ACD Agents. A supervisor supervises also agents and assists them in difficult situations. Enter the respective ACD group number ( 00 - 07 ) into the field Assigned number/id and choose between the Ring alternatives.

##### Mailbox supervision

This key allows you to supervise your mailbox. Enter the respective Mailbox directory number into the field Assigned number/id.

##### Slave supervision (Secondary)

Within a Tandem configuration you can supervise your secondary telephone. Enter the directory number into the field Assigned number/id and choose between the Ring alternatives.

##### R-key

This key is used if you want to make an inquiry on an analog trunk. No additional values have to be entered.

##### Busy/Free on 2nd access

Needed to change temporary between one line and two line access. No additional values have to be entered.

##### Conference

To establish a conference. No additional values have to be entered.

##### Immediate answer

On an incoming call, speech connection can be established immediately. No additional values have to be entered.

##### ACD ready

This function is only required to log on as an ACD agent. No additional values have to be entered.

##### Account code (Account Number)

Program this key to be able to enter Account Numbers. No additional values have to be entered.

##### ACD clerical

This function is used for the clerical state indication. No additional values have to be entered.

##### ACD help

For Agents requesting help. No additional values have to be entered.

##### Operator hold

Only available for an Operator’s Console to put calls on hold. No additional values have to be entered.

##### External voice mail

A supervision key for your external voice mail. No additional values have to be entered.

##### Common hold

To program a Common Hold key on your phone. No additional values have to be entered.

##### Transfer

To transfer external and internal calls. No additional values have to be entered.

##### Save/redial

For storing / redialing external numbers. No additional values have to be entered.

##### Read &info (Read & / Info)

Receive extra info for diverted calls. No additional values have to be entered.

##### Enter

A special Enter key for e.g. programming via the telephone. No additional values have to be entered.

##### Number secrecy

You can choose not to show your number. No additional values have to be entered.

##### MCID key (Malicious Call Identification)

Program a Malicious Call Identification key. No additional values have to be entered.

##### Logon/off slave (Secondary on/off)

To log on or log off the Secondary telephone of your Tandem unit. No additional values have to be entered.

##### ACD pause

A Pause key for ACD Agents. No additional values have to be entered.

##### Conversation recording

To record conversations via the telephone. No additional values have to be entered.

#### Individual Abbreviated Number

You can program and activate your most frequently used external numbers on your telephone. These numbers are called Individual Abbreviated Numbers, and are only available at your extension.

On the system telephones Economyplus, Standard, Executive, and Operator, you can program and activate your Individual Abbreviated Numbers on the 2nd layer of a programmable key. If you use an Analogue telephone or a Basic system telephone, the Individual Abbreviated Numbers are accessed via the key pad.

To program an Individual Abbreviated Number, just enter the digit(s) for external call access - e. g. 0 -, followed by the external number in the appropriate field. Which digit to press for external calls depends on the system configuration. The number can consist of up to 24 digits.

If you are satisfied with your changes, click on submit in the control bar below to save your changes within the system.

#### Ring alternatives

No ringing |  | Only a flashing lamp indicates an incoming call. |
Ringing |  | Incoming calls are indicated with a ringing signal. |
Ringing after 10s delay |  | Incoming calls are indicated with a delayed ringing signal after 10 seconds. |
One muted ring burst |  | Incoming calls are indicated with one single muted ring burst. |
One muted ring burst after 10 s delay |  | Incoming calls are indicated with one single muted ring burst after 10 seconds. |
Direct answer |  | If a call comes in, you will immediately answer the call in hands-free mode without pressing any key. |

#### Priority levels

Agents can be assigned to more than one call queue. Furthermore, you can define the agent’s priority to answer calls from a certain queue. For example, an experienced agent who is able to deal with calls from several queues will be assigned to queue priority 1, while other, less skilful agents will only get a queue priority of 0. This means that if all agents for a certain queue are busy, incoming calls will immediately be directed to priority 1 agents.

© Ericsson Enterprise 2004