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NDA-24282 (E) CHAPTER 5
Page 257
Revision 1.0
LOGON/LOGOFF POSITION - ACD
L-19A LOGON/LOGOFF POSITION - ACD
GENERAL DESCRIPTION
Access to the ACD system is controlled either with or without logon ID codes. A logon ID code is used to
identify individual agents or supervisors, to the ACD, for statistics gathering purposes. An agent is only
permitted to be logged onto the system at one position at a time. Flexible ID Codes can be employed to log onto
the ACD system. Refer to Flexible ID Codes - ACD [F-25A] for related information.
OPERATING PROCEDURE
Logon Procedure:
This procedure varies depending on whether or not logon ID codes are used. The cases are described separately.
1. When logon ID codes are used:
a. The display shows VACANT.
b. The agent presses the LOGON key. The display shows LOGON ID?.
c. The agent enters a logon ID code, using the DTMF keypad, and presses the “#” key after the logon ID
code is entered.
d. If an invalid logon ID code is entered, the display returns to LOGON ID? and the agent must enter a
correct logon ID.
e. If the entered logon ID code is currently in use, the display briefly shows ID IN USE and then returns
to LOGON ID?.
f. If a valid logon ID code is entered, the LOGON lamp is lit, a greeting is provided, and the split the
user logged onto is displayed.
g. The console is placed in the Work mode with the Manual/Auto answer mode set to the split’s default.
h. The WORK key must be pressed before the agent can begin taking calls.
2. When logon ID codes are not used:
a. The display shows VACANT.
b. The agent presses the LOGON key; the LOGON lamp is turned on, a greeting is provided, and the split
the user logged onto is displayed.
c. The console is placed in the Work mode with the Manual/Auto answer mode set to the split’s default.
d. The WORK key must be pressed before the agent can begin taking calls.
Logoff Procedure (with or without ID codes):
1. The agent or supervisor may log off the system while in Break mode, Work mode, or while ready to take
calls.
2. The agent presses the LOGON key at this time. Several displays will cycle on the display for four seconds
each:
a. A farewell greeting; for example, GOODBYE RENEE.