User's Manual

ACD : Agent set/Supervisor
station
32
8
Other
8.1
Agent set
A call centre solution allows optimum distribution of calls to agents according to their availability and skills.
8.2
Open a supervisor session (LogOn)
• For a decision maker agent:
8.3
ACD application welcome screen
Once the ACD session is open, the agent can access the ACD application dedicated functions.
enter the identifier
number
enter your personal
password
enter the
processing
group number
select the processing
group from a list
menu
10:30
LogOn
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OR
List
Alcatel-Lucent IP Touch 4038/
4068 & 4039 Digital Phone sets
Perso
Perso
CC
Available Agent
Unavailable WrapUp
Supervisor Queue info
LogOff Private info
Welcome guide ACR manage.
8.4
Close an agent session (LogOff)
This function allows the agent to be 'logged out' from the ACD application.
The 'logged out' function is activated; by default, on opening an agent session (system
configuration), by the supervisor or by the agent himself.
The agent changes this 'logged out' status by pressing the display key associated with this
function.
After each ACD call, the agent automatically assumes Wrap-up mode.
During this mode, the agent does not receive any ACD calls and can carry out the tasks
associated with a call.
This mode can be terminated at any time by pressing the display key associated with the
Wrap-Up function or by waiting for the end of the timer (system configuration).
When the agent is on a break, waiting for a call or in Wrap-up mode, he calls his
supervisor directly by pressing this key.
by pressing this key, the agent accesses information regarding the queue (number of calls
waiting, average or maximum waiting time, number of free, busy or logged out agents.
Pressing this key informs the agent about the configuration of his set (forwarding status,
presence of new messages, associated set, name and number of the set, etc.).
This key allows the agent to configure the welcome messages, recording, activation/
deactivation, loading or playback of a welcome message.
Access to welcome message configuration involves entering the agent identifier number
and a password.
The agent can act on the distribution of the ACD calls by assigning or not assigning
expertise areas.
Expertise areas can be assigned or deleted one by one or globally.
During a communication, the agent can send an assistance request to the supervisors.
This request can be accepted by a supervisor or rejected if the supervisors are absent, not
available or reject the request.
Unavailable
WrapUp
Supervisor
Queue info
Private info
Welcome guide
ACR manage.
Help
the session is
closed
enter your personal
password
LogOff
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Apply