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ACD AGENT/SUPERVISOR GUIDE FOR THE
MIVOICE 5224/5324 IP PHONES
11
ACD Agent Features and Capabilities
What are Agent Groups?
Traditional ACD agents or hot desk ACD agents may be grouped together based on skill level or
department to handle incoming telephone calls in an organization; for example, sales or
engineering, or first- or second-level support. Callers are then directed to the Group that best
serves their needs. The formation of ACD agent groups with two or more agents in each group
allows calls to be handled on a group basis rather than on an individual basis. An agent can have
multiple Agent IDs, but agents can only have one Agent ID per group, and can only login one
Agent ID per telephone.
Traditional ACD or Hot Desk Agent Groups are assigned a unique 3-digit reporting number as
well as an Agent Group directory number. You will use both of these numbers as discussed
throughout this guide.
Agent groups can also be programmed to overflow between each other. This means that if
activated, calls that are directed to one agent group can be programmed to overflow to other
agent groups if the first group was unavailable due to being in an overload condition. This
overflow capability allows ACD calls to be handled, even though an agent group has been set in a
Do Not Disturb mode.
ACD Express Groups associate agents into one skill group, but take advantage of ACD Path
features. ACD Express Groups have limited support for RADs, embedded media for music on
hold, Interflow, and resiliency.
You can have your set programmed to receive additional information concerning Group activity.
This information is called Queue Threshold Alert and Queue Status.
About ACD Agent Hot Desking
The ACD Agent Hot Desking feature allows you to log into any hot desk enabled set or ACD
enabled set and the system automatically configures the set with your personal speed calls,
features, and phone settings. The system also associates your personal phone settings, such as
directory number, system settings, language display, and button programming with the set.
For example, you could log into a hot desk enabled set or ACD enabled set, dial a number, and
the system stores that number against the Redial key for your set profile. After logging out, if you
log into another hot desk enabled set or ACD enabled set, you can press the Redial key to dial
the last number that you had dialed previously while you were logged into the other set.
After logging in as an ACD hot desk agent, you can use the following personal phone features
and change the following settings:
Call forwarding (all types)
Callback messages (message waiting
indicator)
Auto Answer
Do Not Disturb (DND)
Last Number Redial
Timed Reminder
Triple Ring Callbacks
Advisory Status Message
Group Presence