User`s guide

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Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 F
106/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
ACD-AGENT LOGON PROCEDURE
Definition
The log-on procedure is the set of actions needed to
be carried out by the agent in order to log-on to the
system.
Use
The agent can use the features offered by the
ACD-system only when logged on to the system. The
caller who has been waiting in the queue the longest
time will be connected to the agent automatically.
Operation
An agent can log on to the system by means of the
telephone set or by means of computer (CTI or PES).
There are different log-on procedures in respect to the
following conditions:
1 PIN code is required / not required
2 individual agent’s greeting is programmed
/ not programmed (agent number required
or not)
3 PC based ACD-MS application is running
/ not running
4 used ACD-MS application:
ACD-MIS application or Call Centre
Supervisor (CCS)
The following flow chart gives detailed information on
how the ACD-system works during the logon
procedure.
The conditions described above are marked with the
same numbers as in the flow chart.
link to
because the CCS system knows the relation between PIN and
PIN
used
enter PIN
active
check PIN with CCS
or ACD MIS
used
enter agent number
OK
store agent number
agent active
Y
N
N
with ACD MIS
N N
N
with CCS
Y Y*)
Y
log-in via telephone
agent
number
agent
number
PIN entered
Y
N
PIN OK
ACD MS
Interface
Application
Application
is running, the agent number is given by the CCS system,
agent number.
1
2
3
4
*) . . . if PIN is used and ACD-MS interface with CCS system
N
Y
ACD-MS
used
agent
number
Y