User`s guide

15(30)
Datum/Date Rev
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
ANSWERING INCOMING
ACD-CALLS
Definition
None.
Use
The ACD-agent has two ways of answering an
ACD-call depending on system programming.
Either the agent can answer a call by pressing the
ACD Group-key or each ACD Group-key can be
programmed for immediate answer.
If the system is programmed for immediate answer, the
agent receives a tone immediately before the call is
presented, without pressing the ACD Group-key.
When immediate answer is used, and the call is pre-
sented directly on the agent telephone Line 1, and
several queues are to be answered, it is advisable to
use an EXECUTIVE or STANDARD telephone, to per-
mit identification of the queue from which the call is
originated on the display.
Operation
Active / Passive marking of Agents
The agent can decide by her/himself which of the pro-
grammed ACD-groups he/she wants to answer.
The agent's telephone is set in the passive mode by
pressing the ACD-ready-key. The lamp extinguishes.
ACD-keys that were marked active are on and glow
steadily.
The agent can now reprogram her/his ACD-answer
keys. Each key has a toggle-function.
• Press those keys that are to be active so that the
corresponding lamps glow steadily
• Then press ACD-ready
• The lamps of all programmed ACD-keys extin-
guish and the lamp for ACD-ready lights and
glows steadily.
NOTE: If some agents (of an ACD-group) are in
idle state and another agent logs on to this ACD-group,
then it is programmable whether the new agent will be
the first or the last in receiving a new ACD-call (see
command 3709 in this respect).
Incoming calls
An incoming call is signalled on the lamp of an
ACD-group answer key by flashing rapidly.
Line 1 or Line 2 is reserved and its lamp glows
steadily.
Answer
• The call is answered by pressing the
corresponding key for the called ACD-group
• When the call has been answered, the
ACD-lamp extinguishes whereas the lamp for the
reserved Line 1 or Line 2 flashes to confirm
connection.
Immediate answer
If the ACD-group answer key is programmed for
immediate answer, the incoming call will be answered
automatically and both called party and caller hear a
short burst tone.
The call takes place via Line 1.
Termination of the call
An ongoing ACD-call is terminated by:
• Replacing the handset or
• pressing Clear
When an agent in this situation ends the ongoing call,
and calls exist in any of the relevant queues, the next
call will be presented after the preprogrammed clerical
time expires.
Termination of the call with ACD-group key
An ongoing ACD-call can also be terminated by
pressing any of the ACD-group keys.