User`s guide

2(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
ACD-AGENT GENERAL
Definition
An agent position is an answer position equipped with
an ECONOMYplus -, STANDARD - or EXECUTIVE
Telephone programmed with ACD functions.
Use
Each agent shall have a programmed answer key for
each ACD-group he/she is to serve.
If there are several idle agents in an ACD-group, and a
new one logs on, this agent can be the first one or the
last one (this is programmable) to receive a new
ACD-call.
NOTE: This also applies for agents who have
programmed immediate speech
connection.
Special ACD-layout
In addition to the business layouts (existing and modi-
fied ones) of the ECONOMYplus and STANDARD Tel-
ephone, the system offers also the ACD-layout for
these telephones. This offers the opportunity to have
an ACD-configuration on the fixed keys of these tele-
phones. The selection between:
• business layout
• ACD-layout with clerical key
• ACD-layout without clerical key
for a certain telephone is command-based.
The new layout is not available on an EXECUTIVE
telephone because this telephone has enough free
programmable keys.
Although the ACD-pause, ACD-help and ACD-ready
keys are on the second layer, the LED indication
depends on the activation of these functions.
See also PROGRAMMABLE AND FIXED KEYS
(404/155 34-ASB 150 02 Uen).
The two below-mentioned ACD-layouts have the
following configuration:
ACD-layout
with clerical key without clerical key
NOTE: Only the "ACD-layout with clerical key"
will exist as a printed version of the ACD-layout. If the
"ACD-layout without clerical key" has been selected,
the ACD-clerical key will not be active although it is
written on the layout label.
Use the DCM Tool (FAS BS 203 10) for printing correct
or customised ACD layout labels.
System Resources
It is possible to configure the system that it reserves
system resources (e.g. PCM-channels, buffers and
timers) for each ACD-agent at the time he/she logs on
into the ACD-system. These reserved resources will
be assigned to the specific ACD-agent as long as
he/she is logged into the ACD-system.
After the Agent have logged off (passive state) all re-
sources are free for other tasks in the system.
For detailed information see command Non blocked
ACD" under Programming.
2nd
Line 2
Line 1
Read&
Save/Redial
A
B
C
D
Transfer
Message
ACD pause
ACD clerical
ACD help
ACD ready
2nd
Line 2
Line 1
Read&
Save/Redial
A
B
C
D
Transfer
Message
ACD pause
ACD help
ACD ready