Avaya Phones 09.01.11

From Customer Business Rules

Revision as of 19:54, 20 May 2010

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-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.
3. Press AUTO-IN button to answer ACD calls.

FOR BREAKS, TRAINING, ETC.:

1. 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 will no longer be highlighted and AUX WORK line will be.
2. 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 will be.
3. You are now able to leave your position. When returning and ready to take ACD calls, press AUTO-IN button.

AUX Codes

1. After Call Work
2. Order Investigation
3. Break
4. Lunch
5. Restroom
6. Order Pending
7. -- 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:

1. 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.
2. 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.