Avaya Phones 09.01.11
From Customer Business Rules
(Difference between revisions)
(New page: '''ACD Agent Instructions''' TO LOG IN: (Before starting Log in process, put headset on & press "HEADSET" button on set) 1.) Press LOGIN button and listen for dial tone. 2.) Dial your 4-di...) |
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'''ACD Agent Instructions''' | '''ACD Agent Instructions''' | ||
TO LOG IN: (Before starting Log in process, put headset on & press "HEADSET" button on set) | TO LOG IN: (Before starting Log in process, put headset on & press "HEADSET" button on set) | ||
| - | + | #Press LOGIN button and listen for dial tone. | |
| - | + | #Dial your 4-digit agent ID code. Listen for 3-beep confirmation tone. Your answering position is now staffed and you are automatically placed in the AUX-WORK mode. | |
| - | staffed and you are automatically placed in the AUX-WORK mode. | + | #Press AUTO-IN button to answer ACD calls. |
| - | + | ||
| + | ---- | ||
| + | |||
'''FOR BREAKS, TRAINING, ETC.:''' | '''FOR BREAKS, TRAINING, ETC.:''' | ||
| Line 11: | Line 13: | ||
#You are now able to leave your position. When returning and ready to take ACD calls, press AUTO-IN button. | #You are now able to leave your position. When returning and ready to take ACD calls, press AUTO-IN button. | ||
| - | + | AUX Codes | |
| - | + | #After Call Work | |
| - | + | #Order Investigation | |
| - | + | #Break | |
| - | + | #Lunch | |
| - | + | #Restroom | |
| - | + | #Order Pending | |
| + | #-- 8. Unassigned as of yet | ||
| + | |||
| + | |||
| + | ---- | ||
'''FOR 'AFTER-CALL' RELATED WORK:''' | '''FOR 'AFTER-CALL' RELATED WORK:''' | ||
*You will automatically be put into AFTER CALL WORK mode for 30 seconds after each call. Line will be | *You will automatically be put into AFTER CALL WORK mode for 30 seconds after each call. Line will be | ||
highlighted. If you need more time, you can press AFTER CALL button. | highlighted. If you need more time, you can press AFTER CALL button. | ||
| + | |||
| + | |||
| + | ---- | ||
'''TO LOG-OUT AT THE END OF THE DAY:''' | '''TO LOG-OUT AT THE END OF THE DAY:''' | ||
| - | #If on an ACD call, press AFTER CALL WORK button to insure that you will not receive another call. | + | #If on an ACD call, press AFTER CALL WORK button to insure that you will not receive another call. When you disconnect from call press LOG-OUT button. |
| - | When you disconnect from call press LOG-OUT button. | + | |
#If not on a call, just press LOG-OUT button. | #If not on a call, just press LOG-OUT button. | ||
| + | |||
| + | |||
| + | ---- | ||
'''TO VIEW Q-CALL STATS:'''''' | '''TO VIEW Q-CALL STATS:'''''' | ||
*When you press the Q-CALL button your display will tell you how many calls are in queue for that group and | *When you press the Q-CALL button your display will tell you how many calls are in queue for that group and | ||
how long the oldest call has been waiting. | how long the oldest call has been waiting. | ||
Revision as of 19:45, 20 May 2010
ACD Agent Instructions TO LOG IN: (Before starting Log in process, put headset on & press "HEADSET" button on set)
- Press LOGIN button and listen for dial tone.
- Dial your 4-digit agent ID code. Listen for 3-beep confirmation tone. Your answering position is now staffed and you are automatically placed in the AUX-WORK mode.
- Press AUTO-IN button to answer ACD calls.
FOR BREAKS, TRAINING, ETC.:
- If on an ACD call, press AUX WORK and dial the APPROPRIATE AUX CODE. (See below) When you disconnect from a call, AUTO-IN line wil no longer be highlighted and AUX WORK line will be.
- If NOT on a call, press AUX WORK and dial the APPROPRIATE AUX CODE. AUTO-IN line will no longer be highlighted and AUX WORK wil be.
- You are now able to leave your position. When returning and ready to take ACD calls, press AUTO-IN button.
AUX Codes
- After Call Work
- Order Investigation
- Break
- Lunch
- Restroom
- Order Pending
- -- 8. Unassigned as of yet
FOR 'AFTER-CALL' RELATED WORK:
- You will automatically be put into AFTER CALL WORK mode for 30 seconds after each call. Line will be
highlighted. If you need more time, you can press AFTER CALL button.
TO LOG-OUT AT THE END OF THE DAY:
- If on an ACD call, press AFTER CALL WORK button to insure that you will not receive another call. When you disconnect from call press LOG-OUT button.
- If not on a call, just press LOG-OUT button.
TO VIEW Q-CALL STATS:'
- When you press the Q-CALL button your display will tell you how many calls are in queue for that group and
how long the oldest call has been waiting.
