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ADDENDUM TO ISSUE 4 OF THE AXXESS MANUAL OCTOBER 1997
Page 43 of 73
ACD Agent IDs
There is a new ACD hunt group option that allows the
use of Agent ID numbers in place of station extensions
in the hunt group list.
NOTE: For optimum system performance, there
should not be more than 1000 Agent IDs in any hunt
group and no more than 2000 Agent ID entries in all
hunt groups combined.
ACD hunt group members are referred to as “agents.”
Agents log in to the ACD hunt group to receive calls
and log out to halt ACD hunt group calls. An ACD hunt
group can now be programmed to circulate calls to
agents in two ways:
•
Agent IDs: If the hunt group is programmed to use
ACD Agent IDs, each agent is assigned an Agent
ID number to enter during the login procedure (de-
scribed below). The hunt group calls are routed to
logged in agents, according to their Agent ID num-
ber instead of their station extension. Because the
Agent ID is not associated with any station exten-
sion, the agent can use any station in the system to
log in and does not have to use the same station
every time.
•
Members: If the hunt group is not programmed to
use Agent IDs, it will have a list of stations and will
send calls to the stations where agents are logged
in.
There can be up to 1000 Agent IDs in the system.
ACD Agent IDs can be included in Extension Lists.
This allows several ACD Agents to receive a call at
once.
The ACD Hunt Groups premium feature must be en-
abled for this feature to be used.
When a call camps on to an ACD hunt group that uses
Agent IDs, only the agents currently logged in to the
hunt group will receive camp-on indications.
ACD hunt group supervisors will receive visual camp-
on displays if they are programmed as members of the
hunt group and have the ACD Agent Logout feature en-
abled.
ACD Agent Login Changes
With the addition of the ACD Agent ID feature, the log
in and log out procedures changed. They are described
on page 4–18 in the manual. (The log out procedure
using the code described on page 4–19 of the manual
did not change.)
There are two feature codes that can be used forlogging
in to the ACD hunt groups:
•
ACD Agent Login: This performs only the log-
ging in operation.
•
ACD Agent Login/Logout: This is a toggle fea-
ture code that logs the station in or out of all
associated ACD hunt groups at once.
If the ACD Login/Logout feature code is programmed
in a user-programmable key with a lamp, the lamp will
be lit when the agent is logged in to any ACD hunt
group, and unlit when the agent is logged out of all
ACD hunt groups.
The new procedures are as follows:
TO LOG OUT OF ALL OF YOUR ACD HUNT GROUPS AT ONCE
USING THE LOGIN/LOGOUT FEATURE CODE:
While on or off hook (single-line users must lift
the handset), enter the ACD Agent Login/Log-
out feature code (328). The display shows
AGENT LOGGED OUT OF ALL ACDS and
you hear a confirmation tone. Hang up if off
hook.
TO LOG IN TO ALL OF YOUR ACD HUNT GROUPS AT ONCE US-
ING THE LOGIN/LOGOUT FEATURE CODE:
(1) While on or off hook (single-line users must lift
the handset), enter the ACD Agent Login/Log-
out feature code (328). If you were already
logged in, the display shows AGENT LOGGED
OUT OF ALL ACDS and you hear a confirma-
tion tone. If you were not logged in, continue to
the next step.
(2) The display shows AGENT LOGIN AGENT
ID. Do one of the following:
To log into all ACD hunt groups for which
you have an Agent ID: Enter your Agent
ID. The display shows AGENT LOGGED
INTO ALL ACDS. You are logged into only
the ACD hunt group(s), that use the Agent
ID that you entered. Hang up if off hook. If
another agent is already logged in at this
station, you hear reorder tones and the dis-
play shows DIFFERENT AGENT ID AL-
READY USED. You must have the other
agent log out before you can use that station.
To log into all of your ACD hunt groups
that do not use Agent IDs: Press #. The dis-
play shows AGENT LOGGED INTO ALL
ACDS. You are logged into only the ACD
hunt group(s) that do not use Agent IDs.
Hang up if off hook.