Estudio del ruido acústico

ACD HUNT GROUP Ext. 2000

Ext. 1000 Ext. 1001 Ext. 1002 Ext. 1003 Next call will be sent here

NUMBER OF CALLS (10 calls) (16 calls) (6 calls) (3 calls)

If an extension list is included in an ACD hunt group set for Longest Idle or Balanced Call Count distribution, it will treat each station in the extension list as a separate agent; it will not ring all of the stations on the list at the same time. If the hunt group is set for linear or distrib- uted order, a call will ring all stations on an extension list at the same time when the call reaches that point in the hunt group list.

ACD Agent IDs

ACD hunt group members are referred to as “agents.” Agents log in to the ACD hunt group to receive calls and log out to halt ACD hunt group calls. An ACD hunt group can be pro- grammed to circulate calls to agents in two ways:

• Agent IDs: If the hunt group is programmed to use ACD Agent IDs, each agent is

assigned an Agent ID number which he or she enters during the login procedure (described below). The hunt group calls are routed to logged in agents, according to their Agent ID number instead of their station extension. Because the Agent ID is not associated with any station extension, the agent can use any station in the system to log in and does not have to use the same station every time.

• Members: If the hunt group is not programmed to use Agent IDs, it will have a list of

stations and will send calls to the stations where agents are logged in.

NOTE: For optimum system performance, there should not be more than 1000 Agent IDs in any hunt group and no more than 2000 Agent ID entries in all hunt groups com- bined.

ACD Agent IDs can be included in Extension Lists which allow several ACD Agents to receive a call at once.

When a call camps on to an ACD hunt group that uses Agent IDs, only the agents currently logged in to the hunt group will receive camp-on indications. ACD hunt group supervisors will receive visual camp-on displays if they are programmed as members of the hunt group and have the ACD Agent Logout feature enabled.

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ACD Agent Login/Logout

ACD Agent Login/Logout

ACD hunt group members are referred to as “agents.” Agents can log in to and out of the ACD hunt group at any time. While logged in, the agent will receive calls through the ACD hunt group. When the agent is logged out, calls to that ACD hunt group will bypass the station. (The Hunt Group Remove/ Replace feature, described on

page 137, does not have any effect on ACD hunt group calls when entered by an ACD agent. How- ever, placing the agent’s station in Do-Not-Disturb will halt all ACD and non-ACD hunt group calls.) There are three feature codes that

can be used for logging in to and out of the ACD hunt groups: ACD Agent Login, ACD Agent Logout, and ACD Agent Login/Logout. The first two perform only one operation. The third (Login/Logout) is a toggle feature code that logs the station in or out of all associated ACD hunt groups at once. If the toggle feature code is programmed in a user-programmable button with a lamp, the lamp will be lit when the agent is logged in to an ACD hunt group and avail- able to receive calls, and it will be unlit when the agent is logged out.

To log out of all of your ACD hunt groups at once using the login/logout feature code:

While on- or off-hook (single-line users must lift the handset), enter the ACD Agent Login/ Logout feature code (328). The display shows AGENT LOGGED OUT OF ALL ACDS, and you hear a confirmation tone. Hang up if off-hook.

To log in to all of your ACD hunt groups at once using the login/logout feature code:

1. While on- or off-hook (single-line users must lift the handset), enter the ACD Agent Login/Logout feature code (328). If you were already logged in, the display shows AGENT LOGGED OUT OF ALL ACDS, and you hear a confirmation tone. If you

were not logged in, continue to the next step.

2. The display shows AGENT LOGIN AGENT ID. Do one of the following:

• To log in to all ACD hunt groups for which you have an Agent ID: Enter your

Agent ID. The display shows AGENT LOGGED INTO ALL ACDS. You are logged into only the ACD hunt group(s) that use the Agent ID that you entered. Hang up if off-hook. If another agent 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 all of your ACD hunt groups that do not use Agent IDs: Press .

The display shows AGENT LOGGED INTO ALL ACDS. You are logged into

only the ACD hunt group(s) that do not use Agent IDs. Hang up if off-hook. HUNT GROUP

ID 2370