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Strata CT ACD Supervisor November 2001
9
Features Agent Telephone Status
Agent Telephone Status
ACD Agents can make and receive different types of calls depending upon the status of their ACD
telephone. The current status is displayed on your LCD when you use your Agent Status feature.
♦
Available – If your Agent is logged in as an ACD agent, ACD or PBX calls and non-ACD or PBX
calls to other [DNs] can be made and received.
♦
Unavailable – Your Agent is unavailable to take ACD calls when
Unavailable
has been
activated, or when the Agent does not respond to two successive ACD calls.
♦
After Call – The After Call Work Time feature is automatically activated (assigned in system
programming) after each ACD call to allow the Agent to do paperwork. The Agent can receive
non-ACD or PBX calls, but not ACD calls during After Call Work Time.
♦
Talk – If your Agent is on an ACD call or has one on hold, they can still make or receive non-
ACD calls on other [DNs] or
CO Line
buttons. The Agent cannot make/receive PBX calls.
♦
Log Out – If your Agent is logged out of the ACD Group, they can still receive and make non-
ACD calls, but not ACD or PBX calls.
♦
PBX Call – When your Agent is talking on a PBX call or has one on hold, they can still make or
receive non-ACD calls on other [DNs] or
CO Line
buttons. The Agent cannot receive ACD
calls.
For more information, see “Agent/Queue Status” on Page 13.