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ACD AGENT USER INSTRUCTIONS

ACD = Automatic Call Distribution

Agents:

  • Each agent will have an Agent Login ID.  ID will be their extension number separate from their station (phone extension.)  This will allow the agent to log in at any phone.

Agent Phone Sets:

Buttons Required

  • Log In – staffs the agent in the ACD
  • Log Out – logs the agent out of the ACD
  • Manual In – keeps the agent available until they specifically choose another state (i.e. Aux Work or After Call Work)
  • After Call Work – makes the agent unavailable to receive calls for the purpose of wrapping up the last ACD call.
  • Aux Work – makes the agent unavailable to receive calls for any other reason other than wrap up.
  • Q-Call buttons – show number of calls waiting and time of oldest call waiting for a particular skill.  Button will light when a call is in queue.

LOG IN:

The log in tells the system that the agent is going to be logged into the ACD.  You will be required to enter your ID and password which is your extension.  (i.e., xxxx).

To Log into ACD:

  • Press Log in
  • Dial agents extension

 You will hear a confirmation tone and the AUX-Work lamp will light.
Note:  You must press Manual-In to become available to receive ACD calls.

AUTO IN:

  This key tells the system that the agent is ready to receive ACD calls.  While in this mode when you hang up, you automatically become available to receive ACD calls.

To start receiving ACD calls:

  • Press Auto In

AUX WORK:

This button allows the agent to temporarily stop receiving ACD calls in order to perform other duties such as breaks, lunches or leaving your desk.

To enter AUX Work mode:

  • Press AUX Work button

To return to receiving calls, press Auto In button.

AFTER CALL WORK (ACW):

  This key allows the agent to temporarily stop receiving ACD calls in order to finalize work associated with the previous caller.   ACD system automatically put agents in Aux Work (unavailable) for 20 seconds to allow agents to finish paperwork on the call received.

Press the ACW button to hang up on the caller and enter the ACW mode.
NOTE: If you or the caller disconnect before entering ACW, the next call in queue will ring in on your phone.

To return to receiving calls, press Auto In button.

LOG OUT:

At the end of the day, it is very important that the agent log out.  Agents press this key to “un-staff” their extensions and to notify the system not to send ACD calls.
      To log out:

  • Press the Log Out button
  • Hang up.