Avaya 2050 [24/42] Acd on 2050 2060 phones

Page 24 – ACD Working

INDeX 9.1 2030/50/60 38DHB0002UKCL - Issue 5 (12/00)

ACD Working

ACD on 2050/2060 Phones?

Your System Manager can provide 2050/2060 phones with some

ACD functions. ACD (Automatic Call Distribution) is a process widely

used in telesales, informal Call Centres, departmental Helpdesks,

etc. When ACD agents log on from their phone, the system

automatically starts to direct appropriate incoming calls to them if

they are free.

Starting ACD Working - Logging On

To receive ACD calls you must log on.

To Log On:

1. Press LOG ON.

2. Enter your agent number. (You may be asked to enter your

telephone's passcode.) If you make a mistake, press CANCEL

and re-enter your agent number.

3. Press DONE.

4. If not recognised or already in use, either enter your number again

or press DONE.

5. A solid -symbol above the GROUP keys indicates when you are

available to receive ACD calls.

Stopping ACD Calls Temporarily - Busy

To temporarily stop receiving ACD calls:

1. To indicate that you are at your desk but doing other work, press

GROUP. The flashing -symbol above the GROUP key indicates

'busy wrap up' to the ACD system. The system can automatically

cancel this after a short time.

2. To indicate that you are away from your desk, press NO CALLS.

The flashing -symbol above the NO CALLS key indicates 'busy

not available' to the ACD system.

3. To indicate you are ready to receive ACD calls again, press the

GROUP key. A solid -symbol above the GROUP key indicates

'ready' to the ACD system.

Finishing ACD Working - Logging Off

To Log Off:

1. Press LOG OFF.