• Agent Features

    • ACD Agent Features top

    Automatic Call Distribution (ACD) is a feature of the University telephone system which routes incoming calls to a group of phones in a call center environment. ACD/Agent features allow for monitoring and reporting of call volumes, which permits call centers to run more efficiently.

    [Agent Number] top

    An Agent number is a specific number on a call center phone to which ACD calls are routed to. The agent number will flash when a call is coming in.

    Calls in [Queue] top

    If all ACD Agents are on calls, the University telephone system holds incoming calls in the order they are received, and distributes them when an ACD Agent becomes available. When a calls are in queue the queue lamp flashs. When the queue threshhold is exceeded the queue lamp flutters.

    [NITE] Service top

    Nite Service automatically signs ACD agents offline. Calls currently in queue still ring through to agent numbers, future calls receive the night greeting. Nite sevice is invoked on a supervisor phone.

    Enable Nite Service
    Disable Nite Service

    [Online/Offline] top

    There are several ways to sign on and off an ACD, and each ACD may use a different method. All methods are available for use upon request.

    Sign Online using Automatic Sign on and [Online/Offline] Button

    An Agent ID is still used, but it is programmed into the telephone system to be entered automatically.

    Sign Online using Agent ID and [Online/Offline] Button
    Sign Online using Agent ID, Agent Passcode and [Online/Offline] Button

    An agent passcode is not necessary although it adds a second level of security for agent sign on.

    Sign Online Manually using Agent ID
    Sign Online Manually using Agent ID and Passcode
    Sign Offline using Automatic Sign on and [Online/Offline] Button

    An Agent ID is still used, but it is programmed into the telephone system to be entered automatically.

    Sign Offline using Agent ID and [Online/Offline] Button
    Sign Offline using Agent ID, Agent Passcode and [Online/Offline] Button

    An agent passcode is not necessary although it adds a second level of security for agent sign on.

    Sign Offline Manually using Agent ID
    Sign Offline Manually using Agent ID and Passcode

    Work Mode top

    Work mode is invoked by the agent. This feature allows the Agent time to remove themselves from the available queue without logging off the ACD line.

    Enable Work using [WRAP] Button
    Enable Work Manually
    Disable Work using [WRAP] Button
    Disable Work Manually

    [Wrap] Mode top

    Work mode invokes automatically after an ACD call is terminated. This feature allows the Agent time to finish up issues from the caller before another call rings through to the ACD. The amount of time in "work" mode is predetermined and programmed into the telephone system. Whe [WRAP] button lamp will have a slow flash to indicate phone is in wrap mode.

    Cancel Wrap-up/Ready Mode