AGENT ID IN UCD/ACD HUNT GROUP

HUNT GROUP Ext. 2000 ANNOUNCEMENT STATION OVERFLOW STATION Ext. 1222 Agent ID can be logged in or out RECALL STATION #

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TOLOGINTOONEORMOREHUNTGROUPSUSINGTHE ACD AGENTLOGINFEATURECODE:

1. While on or off hook (single-line users must lift the handset), enter the ACD Agent Login feature code (326). The display shows AGENT LOGIN ACD NUMBER. 2. Enter the pilot number of the desired ACD hunt group. (Or, you can press to log in

to several ACD hunt groups at once.)

If you entered an invalid hunt group number, the display shows NOT AN ACD HUNT

GROUP, and you hear reorder tones.

3. The display shows AGENT LOGIN AGENT ID. Then do one of the following:

— To log in to ACD hunt group(s) using Agent IDs: Enter your Agent ID. The dis- play shows AGENT LOGGED INTO ALL ACDS. You are logged into only the ACD hunt group(s) that you requested in step 2 that use the Agent ID that you

entered in this step. If another Agent ID is already logged in at this station, you

hear reorder tones and the display shows DIFFERENT AGENT ID ALREADY USED. You must have the other agent log out before you can use that station. — To log in to ACD hunt group(s) that do not use Agent IDs: Press . The dis-

play shows AGENT LOGGED INTO ALL ACDS. You are logged into only the ACD hunt group(s) that you requested in step 2 that do not use Agent IDs.

If you were already logged in, the display shows ALREADY LOGGED INTO (hunt group).

If you are not a member of the entered hunt group, the display shows NOT AN

AGENT IN THIS HUNT GROUP, and you hear reorder tones. Start over.

4. If off hook, hang up. Repeat this procedure to log in to additional ACD groups, if nec- essary.

TO LOG OUT OF AN ACD HUNT GROUP:

1. While on or off hook, enter the ACD Agent Logout feature code (327). One of the fol- lowing will occur:

If you were logged in to only one hunt group, you hear a confirmation tone, and the

display shows AGENT LOGGED OUT OF (hunt group). The procedure is complete. Hang up if you were off hook.

If you were logged in to more than one hunt group, you hear a confirmation tone, and

the display shows AGENT LOGOUT ACD NUMBER. Go to the next step.

If you were not logged in to any hunt group, the display shows NOT LOGGED INTO

ANY ACD GROUP, and you hear reorder tone.

2. Dial the pilot number of the desired ACD hunt group or press pound ( ) to log out of all of your ACD hunt groups. You hear a confirmation tone, and the display shows AGENT LOGGED OUT OF (hunt group).

If you were not logged in to the hunt group number that you entered, the display shows

NOT LOGGED INTO (hunt group). Start over. 3. If off hook, hang up.

#

#

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ACD Hunt Groups

Restart ACD Idle Time Upon Login Flag

The Restart ACD Idle Time Upon Login flag determines where an agent is placed in a longest idle queue when he or she logs back in to a hunt group. When enabled, the agent’s idle time is reset to zero whenever he or she logs in (i.e., that agent will be least likely to receive the next distributed call). If disabled, the agent’s idle time includes the time the agent was logged out of the hunt group (i.e., that agent will be most likely to receive the next distributed call). By default, this flag is disabled.

This flag is programmable for each individual hunt group.

ACD Agent Wrap-Up Timer

Each time an agent ends an ACD hunt group call, the station goes into “wrap-up” mode, and the ACD Wrap-Up Duration timer is started. Until that timer expires, the agent will not receive another call through any ACD hunt group. (However, the agent can receive non-ACD hunt group calls, direct ring-in calls, and transfers.)

The range of the ACD Wrap-Up Duration timer is 1 to 65535 seconds. The default value is 15 seconds. It is programmed individually for each ACD hunt group.

If an agent wishes to terminate the wrap-up mode before the timer expires, he or she can use the following procedure.

TO TERMINATE ACD AGENT WRAP-UP:

While on or off hook (single-line users must lift the handset), enter the ACD Wrap-Up Terminate feature code (329). The display shows ACD WRAP-UP TERMINATED. (If

you were not logged in to an ACD hunt group, the display shows CANNOT ACCESS

RESERVED FEATURE.)

Wrap-Up Mode for Holding ACD Calls

There is a system flag called “Wrap-Up Mode For Holding ACD Calls.” If enabled, it places an ACD agent’s station in wrap-up mode when an ACD call is placed on hold. (However, the ACD Wrap-Up Duration timer is not activated.) This prevents the agent from receiving addi- tional ACD hunt group calls after he or she places an ACD call on hold while the station is idle. (The station can still receive non-ACD calls, as usual.) If the flag is disabled, the agent will be available to receive additional ACD calls as soon as an ACD call is placed on hold. In the default state, this flag is disabled.

This flag applies to any type of hold, including individual, system, transfer, and conference- wait hold. If the call is terminated or if it is reverse transferred by another station, the ACD agent’s station will be made available to receive incoming ACD calls.

If the agent wishes to terminate the wrap-up mode while an ACD call is on hold, he or she can use the procedure described in the previous section.

ACD Agent ID Automatic Connect Flag

When the ACD Agent ID flag is enabled, and the agent is using a headset, ACD hunt group calls will automatically be connected following a short ring burst. (This feature will not work if the agent is not using a headset.)

When the ACD agent logs in or removes the station from Do-Not-Disturb mode, the first call will ring until the ACD agent answers it. However, every time an ACD hunt group call is received after the first call, the agent will hear the ring burst in the headset and the call will be automatically connected.

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Group Call Pick-Up

When the Group Call Pick-Up feature is enabled, a call ringing in to a hunt group or one of its stations can be picked up at any other station. Users can enter the Reverse Transfer feature code (4) and dial a hunt group’s pilot number to pick up a call that is ringing in to the hunt group’s pilot number or to any station within that hunt group.

The system follows the priority list shown below to determine which call is picked up. The system follows the hunt group list (always beginning with the first station on the list) to check each station in the hunt group and then the overflow station for one type of call at a time. If there is more than one call of the same type at the selected station, the call that was received by the station first is picked up. Holding calls and queue callbacks cannot be picked up.

1. Calls to the hunt group pilot number 2. CO calls

a. Direct ring-in calls b. Transferred calls c. Recalls

d. Camped-on calls 3. IC calls

a. Direct ring-in calls b. Transferred calls c. Recalls

d. Camped-on calls

NOTE: Group Call Pick-up can only retrieve calls from stations that are currently logged in to the hunt group. You cannot use this feature to pick up calls from members who have logged out using the Hunt Group Remove feature code. Also, Group Call Pick-up cannot be used on ACD Hunt Groups that use Agent IDs. It can only be used on hunt groups that use lists of extensions. If the ACD Hunt Group flag is enabled, the Group Call Pick-up flag will be dimmed.

To pick up a call that is ringing at a hunt group:

1. Lift the handset, and/or enter the Reverse Transfer feature code (4). You hear a single progress tone.

2. Dial the pilot number of the hunt group where the call is ringing.

Inter-Tel Phones: If the system is programmed for direct connection of reverse trans- ferred calls, you are immediately connected. If not, press the flashing CALL, individ- ual trunk, or button.

Single-Line Sets: You are automatically connected. IC

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