User Guide

Agent and Supervisor features

Logging in using Multiple

Queue Assignments (for Basic ACD)

If your configuration uses Multiple Queue Assignment (MQA), use the

following procedure. MQA login involves entering a four-digit Agent ID

and up to five ACD Directory Numbers (DN), with the option of adding a

Supervisor ID and up to five Priority values.

Choose one of the following login procedures:

• “Logging in with an Agent ID and MQA login options” on page 21

• “Using Default Login” on page 23

Logging in with an Agent ID and MQA login options

To enter ACD queues, use an Agent ID login with one of the MQA login

options described on page 22.

Note: A supervisor logging in to accept ACD calls is prevented by the

system from entering a Supervisor ID (including logins where agents

must enter a Supervisor ID).

6. If you use a headset and Handset On-

Hook Means Log out (HOML) is

configured to No by your administrator,

then do the following:

a. Press the Headset key and replace

the handset in the cradle to receive

calls on your headset.

b. Press the Services key. Change the

On hook default path to Headset

Enabled.

Note: If HOML is configured to Yes,

replace the handset to log out of the

queue.

(Services)