Agent Availability

Agents need to be signed in to ACD call queues when they are available to take calls. As seen previously, the agents can be set to be permanently signed in, which may be desirable for some queues.

If agents are not set to be permanently signed in to an ACD Queue, they need to sign in to the ACD service from their phone, or from the User Portal (see Chapter 8).

As described in Chapter 8, the user can sign in and out of the queue with feature codes *86 and *88 respectively. If the user is a member of multiple call queues, he or she is signed into or out of all of them. If the user is using a secondary line for his or her ACD, that line should be selected on the telephone with the line key and then the feature code should be dialed.

The system administrator can also forcibly sign agents in or out of queues on the ACD Agent Availability page (shown as follows). This page is accessed by selecting the Agent Availability menu item in the Features menu.

To sign in or sign out an...