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Agent Telephone Status
6 Strata CIX ACD Agent/Supervisor Telephone 05/06
Agent Telephone Status
You can make and receive different types of calls depending upon the status of your
ACD Agent telephone.
• Log In - You are logged into an ACD Group once an entry code has been entered
and accepted by the ACD system.
• Log Out - You are logged out of the ACD Group. You can still receive and make
non-ACD calls.
• Available - If you are logged in as an ACD Agent, you can receive ACD or PBX
calls and non-ACD calls to other [DNs].
• Unavailable - You are unavailable to take ACD calls when you activate this
feature. Your telephone can still receive and make non-ACD or PBX calls when it
is in the unavailable mode. You will not receive ACD calls in unavailable mode.
• Wrap Up - After you disconnect from an ACD call, your telephone will not ring
for a pre-determined amount of time so that you can perform work related to the
last call. You can receive non-ACD or PBX calls if your telephone has been
programmed to receive these calls during the Wrap Up period.
• Non-ACD Call - When you are on an ACD or PBX call, or have one on hold, you
can receive non-ACD calls on other [DNs] or CO lines.
Note While an agent is logged into ACD, the agent should not use Program,
Administrator, or Command modes. If the agent uses one of these modes, the
Login lamp turns off when exiting the mode. When that happens, the agent
needs to log out and login again. If a call is delivered while the agent is in these
modes, the agent automatically logs out.
If the system goes down while the agent is logged in using IPT, ACD lamps
may remain off after the system restarts. When this happens, the agent needs to
log out and log in again.
Tones
• Entry Tone – A series of short beeps. Notifies you that the entry was successful.
• Reject Tone – A high-pitched tone followed by a low-pitched tone. (The tone
sound is up/down, up/down). Notifies you that the entry was invalid.
• Alarm Tone – A loud high-pitched tone followed by a low-pitched tone that plays
from the telephone speaker base.